One of the great things about enterprise chat applications beyond giving employees a common channel to communicate, is the ability to integrate with other enterprise applications. Today, 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 beauty of the chatbot is that employees can get answers to common questions whenever they want, wherever they happen to be. The Workplace-ServiceNow integration happens in Workplace Chat and can can involve IT or HR help desk scenarios. A chatbot can help companies save time and money, and employees can get answers to common problems much faster.
Previously, getting these kind of answers would have required navigating multiple systems, making a phone call or submitting a ticket to the appropriate help desk. This approach provides a level of convenience and immediacy.
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 organization.
This is all part of a strategy by Facebook to integrate more enterprise applications into the tool. In May at the F8 conference, Facebook announced 52 such integrations from companies like Atlassian, SurveyMonkey, Hubspot and Marketo (the company Adobe bought in September for $4.75 billion).
This is part of a broader enterprise chat application trend around making these applications the center of every employee’s work life, while reducing task switching, the act of moving from application to application. This kind of integration is something that Slack has done very well and has up until now provided it with a differentiator, but the other enterprise players are catching on and today’s announcement with ServiceNow is part of that.
By Ron Miller