ServiceNow launches standalone AI service desk to provide support in Teams, Slack, and email

ServiceNow has a new take on the service desk: Flow by ServiceNow, a standalone AI product that allows users to get help via chats in Microsoft Teams, Slack, or a Flow web app, or by email, rather than having to leave what they’re doing to open a helpdesk ticket. Flow can be up and running within a day, no implementation project or infrastructure required, the company said. The product can stand alone or plug into the ServiceNow platform for customers who need enterprise scale, governance, and cross-functional workflows, it said. It’s a smart move, said Frank Dickson, principal analyst at Dickson Research. “The pitch is what Flow does not require. ServiceNow claims Flow can be running in a day with no implementation project, no CMDB migration, and no infrastructure. Every item on that list is something its flagship ITSM platform does require. ServiceNow is selling the absence of its own complexity,” he said. Flow will connect to more than 100 systems through pre-built connectors. If the AI can’t surface the information it needs to fulfill a request from available data sources, Flow will escalate the issue to a human. Frequent requests, such as those for password resets, can easily…

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