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October 11, 2018

ServiceNow to acquire FriendlyData for its natural language search technology

Enterprise cloud service management company ServiceNow announced today that it will acquire FriendlyData and integrate the startup’s natural language search technology into apps on its Now platform. Founded in 2016, FriendlyData’s natural language query (NLQ) technology enables enterprise customers to build search tools that allow users to ask technical questions even if they don’t know the right jargon.

FriendlyData’s NLQ tech figures out what they are trying to say and then answers with text responses or easy-to-understand data visualizations. ServiceNow said it will integrate FriendlyData’s tech into the Now Platform, which includes apps for IT, human resources, security operations, and customer service management. It will also be available in products for developers and ServiceNow’s partners.

In a statement, Pat Casey, senior vice president of development and operations at ServiceNow, said “ServiceNow is bringing NLQ capabilities to the Now Platform, enabling companies to ask technical questions in plain English and receive direct answers. With this technical enhancement, our goal is to allow anyone to easily make data driven decisions, increasing productivity and driving businesses forward faster.”

The acquisition of FriendlyData is the latest in ServiceNow’s initiative to reduce the friction of support requests within organizations with AI-based tools. For example, it launched a chatbot-building tools called Virtual Agent in May, which enables companies to create custom chatbots for services like Slack or Microsoft Teams to automatically handle routine inquiries such as equipment requests. It also announced the acquisition of Parlo, a chatbot startup, around the same time.

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