The Client
The client is a leading cloud hyperscaler renowned for its industry-leading AI and machine learning (ML) cloud solutions for enterprise clients and cross-vendor integrations.
The Challenge
The hyperscaler wanted to boost the adoption of its enterprise-grade AI/ML platform by building a Generative AI (GenAI)-driven search functionality. This platform needed to ingest content, metadata, and permissions data across the enterprise clients’ knowledge bases, incidents management systems, service catalogs, and their attachments within the ServiceNow stack to offer an intelligent, natural language-based, and secure conversational search experience.
It turned to Persistent to develop and integrate a ServiceNow connector that would help enrich their AI/ML platform. The requirement was to create a mechanism for fetching and ingesting the large volume of ServiceNow records within a significantly narrow window for rapid indexing.
The Solution
Persistent’s ServiceNow experts orchestrated the design, development, and post-deployment support of the hyperscaler’s ServiceNow connectors. Working with its AI/ML teams, we mapped the data model requirements, identified relevant APIs, and rapidly delivered a functional connector.
We consistently automated testing across parameters such as search functionality, security, and performance to ensure the connectors meet the high quality of service guaranteed by the hyperscaler. We adopted DevSecOps best practices to strengthen quality assurance with GenAI-led coding companions in the loop to run functional and security tests as the code was being written.
With assured security and high performance, the connector allows seamless data integration from the enterprise clients’ ServiceNow platforms to the hyperscaler’s AI/ML platform. This helps enterprise clients leverage advanced GenAI capabilities to unearth hidden patterns and get a conversational, generative, secure search experience that is unified across their intranet business data sources.
The Outcome
The ServiceNow connectors enhanced productivity, accuracy, and effectiveness for the hyperscaler’s enterprise clients, allowing its AI/ML platform to:
- Ingest and fetch over one million records within hours
- Demonstrate improved market readiness
- See improved adoption and deeper penetration among enterprise clients
