Genesys and ServiceNow partner for AI agent orchestration

This week, leading customer experience providers are making big moves, from expanding into new markets to rolling out advanced AI solutions. Here are some highlights from CX Dive's top stories: 1) Salesforce launches Agentic IT Service, promising "minutes, not hours" resolutions. 2) Genesys expands partnership with ServiceNow, introducing Agent2Agent (A2A) orchestration to automate cross-platform resolution flows. 3) ServiceNow introduces Agentic Playbooks, which provide step-by-step workflow automation using both AI and human input. 4) RingCentral acquires CommunityWFM, enhancing RingCX's full workforce management and optimization capabilities. To learn more about how these changes may affect CX and IT service delivery, read the CX Today article by Charlie Mitchell: https://lnkd.in/eKJgj2VA

AI should scale people, not replace them. While some companies are slashing support teams in the name of AI efficiency, #ServiceNow is charting a different course. Despite deflecting 75% of customer cases through smart, self‑service AI tools, ServiceNow has maintained its contact center headcount over the past two years—even as case volume rose by 40%, reflecting real business growth, not downsizing. The strategy? Empower agents—not replace them—with AI that enables deeper, more meaningful customer interactions. The result? Higher CSAT, improved retention among service staff, and faster customer “go‑live” times.

While some companies are using AI to cut headcount to reduce costs, ServiceNow is using it to amplify the impact of our people to drive better outcomes for our customers and in turn growth. “ServiceNow has also empowered its agents with their own self-service AI to not just give answers back, but engage in deeper discussions and solve their issues. As such, while its headcount hasn’t changed, its customer satisfaction (CSAT) rates have, moving in a positive direction. Zavery also noted: Retention rates on the customer service team are much better than they were a couple of years ago. This is because it’s now much easier for them to manage and maintain the level of quality our customers expect.” https://lnkd.in/egBD6_tt

Genesys and ServiceNow expand partnership to launch AI agent-to-agent orchestration, unifying CX, CRM, and IT workflows for smarter automation. Read the Latest Full News - https://lnkd.in/dTvzSddm #TechEdgeAI #Genesys #ServiceNow #AgenticAI #CustomerExperience #AI #Automation #CloudCX #DigitalTransformation #CXInnovation #EnterpriseAI #Workflows

🚀 AI isn’t replacing customer service—it’s redefining it. ServiceNow just proved that automation and empathy can coexist. Despite deflecting 75% of cases with AI-powered workflows, they’ve kept their support headcount intact—and boosted CSAT and retention along the way. 📈 Case volumes are up 40%, go-live times are faster, and agents are now focused on high-value interactions. COO Amit Zavery calls it “human-centric automation”—and it’s working. Great example in using AI in an enterprise platform, as a human force multiplier and keeping people from having to perform soul crushing tasks. 🔍 Read the full story on CX Today https://lnkd.in/gU8Nu4u8 #ServiceNow #AI #CX #CSAT

Frontline sales professionals in consumer goods need a complete 360 view of their customers. That means not just promotions, orders and deliveries, but also visibility into service issues. ServiceNow is already a trusted platform for managing incidents, yet for many sales teams it remains a blind spot. Reps struggle to see what tickets are open, when they will be resolved, or how to keep customers updated. That changes with Ava. As the Industry AI Agent for Consumer Goods, Ava connects directly with ServiceNow. Reps can log incidents in seconds, access real-time updates and keep retail partners informed without leaving their flow of work. Read the full blog on how Ava makes ServiceNow more valuable to the frontline: https://lnkd.in/efctKDDh #ConsumerGoods #CustomerService #CustomerExperience #CX #ServiceNow #VerticalAI #AI

🤝 NiCE is expanding its partnership with Salesforce to deliver enhanced end-to-end customer service workflow orchestration. In The Collab Collective’s latest blog, we explore how this deeper integration improves CX, streamlines operations, and reflects the growing role of AI and automation in enterprise workflows. Read the full article here: https://lnkd.in/gMZqQAu4 #NICE #Salesforce #CX #CustomerExperience #FutureOfWork #CollabCollective

Traditional CRMs were built to store customer data. But in today’s world, customers expect more than just records they expect fast, proactive, and seamless service. That’s where ServiceNow Customer Service Management (CSM) comes in: ✅ Workflow-driven, not record-driven ✅ AI-powered self-service & automation ✅ Omni-channel engagement (chat, voice, WhatsApp) ✅ Proactive issue resolution before customers even ask At Kaptius - We Make WorkFlow, we help enterprises unlock the full power of ServiceNow CSM transforming customer experience, integrating with existing CRMs/ERPs, and ensuring faster adoption with measurable ROI. It’s time to move from managing customers to delighting them. #Kaptius #ServiceNow #CustomerExperience #DigitalTransformation #CustomerService #CRM #Automation #GenAI #EnterpriseAI #CX #WorkflowAutomation #FutureOfWork

ServiceNow AI continues to revolutionize service delivery by reducing complexity and accelerating resolution times through the power of self-service and AI. Organizations can streamline operations, enhance customer satisfaction, and boost efficiency. Embracing ServiceNow AI means embracing a future where service delivery is not just improved but transformed. #ServiceNow #AI #Innovation

Interesting view on the dichotomy that AI is creating and its impact on Customer Service & Support organizations: https://lnkd.in/gB4gVNJa. #ServiceNow #Salesforce #CustomerService #CustomerSupport