Serviceware makes AI the heart of its enterprise service management platform
- At its customer congress, Serviceware presents a newly developed, AI-native engine of the Serviceware platform
- The new “AI Process Engine” provides customers with easy-to-use functions for fast, AI-based hyper-automation of services
- With the new generation of the platform, Serviceware enables companies to make their service processes ready for the AI era
Wiesbaden/Idstein At the Serviceware Forum, the annual customer congress of Serviceware SE, the company today provides a detailed outlook on its roadmap to make the Serviceware platform AI-native. Serviceware presented the first milestone on this roadmap: the "AI Process Engine", a newly engineered, AI-native platform for workflow creation, data modeling and dialog design.
The rapid developments of AI have been unprecedented. AI use cases are already redefining customer service and internal IT services. New possibilities such as hyper-automation, natural language processing or generative AI are revolutionizing service design and the service experience - for service consumers as well as for service agents and service managers.
Serviceware recognized the potential of AI very early on and has been offering its customers AI-driven services and innovation for 6 years. The IT landscape of 2024, fueled by AI, has brought with it an exponential pace of change in business transformation. Therefore, the company has placed a new, AI-native technological foundation at the heart of its Enterprise Service Management (ESM) offering - the Serviceware Platform.
Through the latest developed capabilities, the AI-native Serviceware Platform is able to empower businesses with smarter, more agile processes, increasing efficiency and competitiveness. It offers a highly personalized and individualized approach that stands out from previous one-size-fits-all solutions. The Serviceware platform is therefore characterized by minimal usage effort and unparalleled flexibility. It is designed to adapt and learn from experience, even automating the configuration of automation. Ultimately, this platform drives innovation and enables companies to respond quickly to changing customer needs. Time-to-market for new services is reduced while production costs are optimized at the same time.
“We want to enable our customers to continue to change faster than the markets and their competitors,” says Dirk. K. Martin, CEO of Serviceware. He continues: “The new technological approach of the Serviceware platform makes it a scalable and future-proof basis for their business processes and for the successful implementation of their service philosophy for many years to come.”
“Our customers' initial reactions to the new AI Process Engine have been extremely positive,” confirms COO Dr. Alexander Becker and adds: “We will make the transition to the new AI technology as easy as possible for them. To this end, we are offering an extensive early adopter program for which our customers can register with immediate effect."
Initially, the new AI Process Engine will support Serviceware customers in the holistic lifecycle management of IT services. For example, customers can use the platform to dramatically simplify the financial presentation and billing of individual levels of the service catalog.
