Cognizant has announced the extension of its relationship with ServiceNow, to enhance the Cognizant WorkNEXT modern workplace services solution. The move will add generative AI capabilities to Cognizant’s offering.
When employees are hindered by technology and process-related obstacles in their daily work, it can be much harder for enterprises to deliver on their promises to customers. The Cognizant WorkNEXT stack is a product of years of Cognizant expertise in consulting, advisory, deployments and managed services across modern workplace services, helping to deal with those issues.
Anna Elango, EVP for Cognizant Core Technologies & Insights, commented, “Cognizant’s enhanced WorkNEXT offering is a strong example of generative AI’s potential to shape the future of work by providing more intuitive and personalised experiences for employees, while helping to better quantify and improve the ‘return on experience’ for enterprise customers. This solution exemplifies the value of our partnership with ServiceNow through the bundling of Cognizant’s differentiated solutions, accelerators and services with ServiceNow’s platform for the benefit of our clients.”
Enriched by Cognizant’s experience in AI and automation, enabled by deep partner collaborations in R&D, technology incubation, multi-platform integrations and deployments at scale, the platform provides intuitive, immersive and personalised experience for employees, aimed at increasing productivity and reducing operational costs. At the same time, the service has now been combined with ServiceNow’s Now Assist and employee endpoint experience technology, clients can benefit from significantly reduced lead time for deploying and training AI systems.
These tools are integrated with Cognizant accelerators, bot repositories and knowledge frameworks to enhance user interactions and conversations across multiple interfaces, including a native mobile app, enterprise service portal, desktop assistant and virtual agent. The platform delivers contextual knowledge and insights tailored to individual users and customer business context. It also enables IT support with predictive intelligence, user sentiment analysis and copilot guidance, all of which aim to provide faster resolutions to user issues.
CJ Desai, president and chief operating officer at ServiceNow, added, “In the race to digitally transform businesses, technology that elevates the employee experience is one of the most important investments an enterprise can make. Through our partnership with Cognizant, ServiceNow is focused on applying cutting edge technology like generative AI to business challenges in a way that empowers employees, enhances their satisfaction and enables them to deliver better than ever results for customers.”
Cognizant has been partnering with ServiceNow since 2023, when it became the latest in a succession of consulting firms to strengthen its artificial intelligence offering in 2023. The support of ServiceNow – a software development company whose cloud–based platform and solutions aids with the digitisation and unification of technology infrastructure – enables it to help clients with the adoption of AI-powered automation across a broad range of industries.
Some of the key features of WorkNEXT’s new platform enhancement include pre-configured solutions, a library of reusable generative AI configurations and multi-tool integrations. With the support of ServiceNow, its offering now includes: AI-driven conversations offering a human-like interaction experience; automated and self-healing capabilities to resolve service disruptions; and contextual knowledge and rapid response, to help generate relevant content and knowledge for users.
