Workplace by FB adds ServiceNow chatbot integration

servicenow chatbot

Workplace, Facebook’s enterprise collaboration and communication application, and ServiceNow announced a new chatbot to make it easier for employees to navigate a company’s help desks inside Workplace Chat.

The new ServiceNow Virtual Agent integration gives employees 24/7 automated support within Workplace Chat. The chat function can help employees with IT and HR tasks such as booking annual leave, submitting IT tickets and answering common company questions.

ServiceNow Workplace by FB

Companies can brainstorm common questions and answers and build them in the ServiceNow Virtual Agent Designer. It comes with some standard templates, and doesn’t require any kind of advanced scripting or programming skills. Instead, non-technical end users can adapt pre-populated templates to meet the needs, language and workflows of an individual organisation.

“Work happens across a variety of tools, and the more those tools work together, the more easily we can get work done,” says Lara Caimi, Chief Strategy Officer at ServiceNow in a recent announcement on the Workplace by FB blog.

“Individually, ServiceNow and Workplace help employees work better. With the new ServiceNow integration for Workplace, together these two powerful platforms can help employees wherever they are – across devices and on a single screen.”

“As a Workplace customer ourselves, we see the value of making it faster and easier to access ServiceNow through Workplace Chat.”

The ServiceNow Virtual Agent also allows you to:

  • Quickly resolve common requests, freeing up employees to work on more complex inquiries
  • Scale business efficiency by lowering costs and handling a higher volume of routine tasks
  • Provide employees access to ServiceNow service catalogues, Knowledge Base items and IT incidents
  • Integrate configuration requirements