Cognizant WorkNEXT™ aims to put user experience
at the center of workplace transformation, with generative AI
capabilities designed to enhance employee self-service and
streamline adoption of consumer-grade gen AI tech for
enterprises.
TEANECK,
N.J., Jan. 25, 2024 /PRNewswire/ -- Cognizant
(NASDAQ:CTSH) announced a collaboration with ServiceNow to enhance
the Cognizant WorkNEXT™ modern workplace services solution
with generative AI capabilities. Designed as an intuitive,
immersive and integrated experience engagement platform for
enterprise users, Cognizant WorkNEXT aims to contribute to a new
paradigm for work, with generative AI capabilities that power
enhanced experiences, improved productivity and reduced operational
costs.
Across industries, enterprise employees often rely on
non-intuitive support solutions and exhaustive processes in their
day-to-day jobs, a reality exacerbated by siloed tools and a lack
of organizational and business context. This can lead to employee
dissatisfaction, reduced productivity and a negative impact on the
end-customer experience. Cognizant WorkNEXT, enhanced with
ServiceNow's generative AI capabilities, is designed to help
enterprise clients make the shift from providing a transactional
experience model to a 'total experience' model, with a
focus on experience engineering, execution and engagement
solutions.
"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," said
Anna Elango, EVP, Cognizant Core
Technologies & Insights. "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 personalized
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."
By combining Cognizant WorkNEXT experience engagement solutions
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.
"In the race to digitally transform businesses, technology that
elevates the employee experience is one of the most important
investments an enterprise can make," said CJ Desai, president and
chief operating officer at ServiceNow. "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."
Some of the key features of the platform enhancement include
pre-configured solutions, a library of reusable generative AI
configurations and multi-tool integrations. The enhanced platform
is designed to offer clients:
- Digital and conversational functions: AI-driven conversations
offer a human-like interaction experience.
- Automated and self-healing capabilities: These features
proactively detect and resolve service disruptions, predicting and
preventing issues before they arise.
- Contextual knowledge and rapid response: By recognizing user
conversation patterns, mapping personas, and generating relevant
content and knowledge, the platform tailors responses to individual
needs.
- Ease of adoption and rapid deployment: With built-in learning
models and easy integration with existing engagement tools, the
platform enables swift deployment and simplifies the adoption
process.
The Cognizant WorkNEXT stack is a product of years of
Cognizant expertise in consulting, advisory, deployments and
managed services across modern workplace services. It is also
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.
This solution, which Cognizant has already begun to deploy with
several clients, builds on Cognizant and ServiceNow's previously
announced strategic partnership in AI-driven automation across
industries, advancing the companies along their path toward
building a $1 billion combined
business.
For more information, contact:
U.S.
Name Ben
Gorelick
Email
benjamin.gorelick@cognizant.com
|
|
Europe /
APAC
Name Christina
Schneider
Email
christina.schneider@cognizant.com
|
|
India
Name Rashmi
Vasisht
Email
rashmi.vasisht@cognizant.com
|
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SOURCE Cognizant Technology Solutions