ServiceNow and Facebook Workplace make service chatbot together

Facebook Workplace, Facebook’s enterprise app for collaboration and communication, and ServiceNow are going to create a chatbot together, which will make it easier for employees to navigate through a company’s helpdesk within Workplace Chat. That’s what TechCrunch reports.

The intention is that the integration between Workplace and ServiceNow in Workplace Chat can include both IT and HR helpdesk scenarios. This chatbot can then save companies time and money, as employees can get answers to common problems faster, and wherever they want. In order to get these answers, employees had to navigate through multiple systems, make a phone call or deliver a ticket to the right helpdesk.

Companies can brainstorm on common questions and answers, and incorporate them into the ServiceNow Virtual Agent Designer. It comes with a number of standard templates, and does not require advanced scripting or programming skills. Non-technical end-users can also use the pre-filled templates to meet the requirements, language and workflows of an organization.

The integration is part of a Facebook strategy to integrate more enterprise applications into the tool. At the F8 conference in May, the company announced 52 such integrations of companies such as Atlassian, SurveyMonkey, HubSpot and Marketo.

Workplace

Facebook Workplace now has 2 million paying users, it was announced in March this year. There are also companies that use the free version of Workplace. These include NGOs and educational organisations that use Workplace for Good. According to Facebook, if you include them, you will end up with “millions” of extra customers.

Workplace is used by 150 companies that have more than 10,000 users on the platform. That’s what Facebook Workplace is now mainly for. These include Walmart, Nestle, Vodafone and Delta Airlines.