Many major tech companies are developing standalone GenAI technologies. These technologies often draw on other sources, with vendors tapping into large language models (LLMs) from their “former” rivals. For example, Amazon Bedrock incorporates foundational models from almost all of the leading providers.
However, it’s not often that we see two companies integrating the capabilities of their flagship GenAI services. Yet, that is exactly what ServiceNow and Zoom have done in an expansion of their existing partnership.
Supercharging Teamwork
With a focus on advanced collaborative processes and increased productivity, ServiceNow Now Assist and Zoom AI Companion will be integrated, the companies said. Expected in the first half of 2025, the new integration will boost workflow automation for both Zoom and ServiceNow customers.
“CEOs are transitioning from AI fascination to AI‑led business strategies, for exponential improvements in how their companies run,” said Bill McDermott, chairman and CEO of ServiceNow. “ServiceNow and Zoom share a goal to supercharge teamwork. Our new integration goes from conversation to immediate action, saving time and freeing up resources so employees can focus on the work that matters most.”
The integration enables the output from Zoom AI Companion, a GenAI agent that carries out various tasks such as summarization, note-taking, and even feedback on the nuances of a meeting, to become action items in ServiceNow workflows.
“Through our enhanced collaboration with ServiceNow, we continue to deliver seamless interactions across both platforms with GenAI capabilities and embedded user interfaces,” said Eric Yuan, founder and CEO of Zoom. “Integrating Zoom AI Companion with ServiceNow takes productivity to the next level, empowering customers to move seamlessly from meetings to productivity, reducing admin time and streamlining workflows.”
AI Companion will communicate with Now Assist to trigger these workflows — consider examples such as email notifications to meeting attendees with curated insights, or follow-up actions. What this integration is doing is enabling complex, unstructured conversation to be turned into structured workflows based on contextual data.
Closing Thoughts
Summarization was one of the first capabilities identified and continues to be a key component of many GenAI products. Together, ServiceNow and Zoom are elevating the use cases for summarization features.
We are witnessing the evolution of GenAI, which has always promised to be a fast-moving, transformative technology, and it is living up to this promise. With this latest development, ServiceNow and Zoom are demonstrating how a core feature of GenAI can be developed to address a wider array of pain points.
Furthermore, the expanded partnership between Zoom and ServiceNow is a positive indication of how companies can collaborate to achieve positive results for their shared customers.
As the use of GenAI continues to increase, users are recognizing the importance of cross-platform functionality. This announcement not only meets this need, but also goes further by allowing users to enhance the capabilities of each technology offering by providing new use cases through integration that would not be possible with standalone products.
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