Organizations continue to recognize the transformative potential of AI tools in streamlining their operations and enhancing employee productivity. These tools, designed to smoothly integrate with critical business applications, let employees take on administrative tasks more efficiently while gaining insights from vast amounts of data.
As highlighted by Gartner, there is a palpable appetite for AI-driven solutions within the workforce, with a majority of employees expressing a desire for AI assistance in automating routine tasks and providing concise summaries on specific topics.
GenAI can help.
Two renowned companies, ServiceNow and Zoom, announced that their GenAI technologies will integrate in the first half of 2025 to offer organizations advanced workflow automation for tasks and activities across Zoom and ServiceNow.
ServiceNow is putting AI to work for people. ServiceNow's Now Assist uses GenAI to boost productivity and efficiency across various workflows. This solution streamlines processes, automates routine tasks and provides intelligent recommendations, ultimately enhancing overall organizational performance. By infusing AI capabilities into every aspect of the Now Platform, Now Assist pushes employees, customers, agents and developers to work smarter.
Zoom’s mission is to provide a platform that delivers limitless human connection. Zoom AI Companion is a powerful AI assistant designed to enhance productivity and streamline workflows within the Zoom platform. It offers a range of features, including meeting summaries that automatically capture key points, action items and decisions made during discussions.
Additionally, AI Companion helps compose emails and chat messages, and it provides real-time feedback on communication style.
Here’s how the integration will work.
Think of a team starting a virtual meeting where they discuss and collaborate on multiple aspects of a project. The Zoom AI Companion will summarize and transcribe the team’s discussion, with permission, and turn action items into tasks connected to ServiceNow workflows.
After the meeting, AI Companion can work with Now Assist for Strategic Portfolio Management, ServiceNow’s GenAI enabled solution, to trigger the proper workflows and assist teams with next steps like automatically creating tickets and assign them to team members. Email notifications will then be sent to attendees with insights from the meeting, along with an auto-generated summary of post-meeting deliverables.
“ServiceNow and Zoom share a goal to supercharge teamwork,” said Bill McDermott, chairman and CEO of ServiceNow. “Our new integration goes from conversation to immediate action, saving time and freeing up resources so employees can focus on the work that matters most.”
The strategic alliance between ServiceNow and Zoom continues to evolve, with the latest announcement marking a milestone in their collaborative journey. This new integration uses AI to bridge the gap between unstructured conversations and structured data. By seamlessly connecting Zoom's conversational data with ServiceNow's intelligent workflows, organizations unlock unprecedented insights and streamline their operations.
No question that this development has the potential to really shake up the way businesses capture, analyze and utilize valuable information from their interactions.
“Through our enhanced collaboration with ServiceNow, we continue to deliver seamless interactions across both platforms with GenAI capabilities and embedded user interfaces,” said Eric S. Yuan, founder and CEO of Zoom. “Integrating Zoom AI Companion with ServiceNow takes productivity to the next level, empowering customers to move seamlessly from meetings to productivity, reducing admin time and streamlining workflows.”
The integration requires the purchase of both Zoom’s custom AI Companion add-on and ServiceNow Now Assist. The custom Zoom AI Companion add-on will be generally available in the first half of 2025.
Be part of the discussion about the latest trends and developments in the Generative AI space at Generative AI Expo, taking place February 11-13, 2025, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.
Edited by
Alex Passett
