ServiceNow offers a system that allows requesters to easily request a service or report an issue with a simple, intuitive user interface. As well as the ability see the real-time status of fulfillment of their request or resolution of their issue. It's important to realize, these requesters may not be humans, as the number of connected devices grows, requests will increasingly be made by machines and those machines will also be able to query to for status.
The ServiceNow White Paper (attached below) and video will offer a high level overview on how ServiceNow delivers an IT Virtual Agent in conjunction with IBM Watson.
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