ServiceNow, Inc. (NOW) Earnings Call Transcript & Summary

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Hello, everybody. We are going -- thanks so much for joining today's webinar, where we're going to dig into all of the great innovation and goodness that our product team came out with in the Utah release for banking. My name is Tom Ormandy, and I'm the Senior Manager for product in solutions marketing for the financial service industry here with ServiceNow, and I'm very happy to be your host. So let's get right into it. We have a lot of content to cover today. This is our obligatory safe harbor notice for forward-looking statements, and we appreciate you adhering to this regarding the content. You are going to see you in today's webinar. So now I'd love to introduce our main speaker. You may have seen in some communications for this webinar, we had scheduled Namit of our product team to speak on today's webinar. He unfortunately, had a family situation arise where he could not be here today, but we have Brian Hudson, another fantastic member of our product team who has kindly stepped in. So I want to kick it to you, Brian, can you give us a little bit about who you are and your role at ServiceNow?

Awesome. Thanks, Tom. Hi, everybody. I'm Brian Hudson. So I am -- I lead up what's called inbound product management for our financial services products here at ServiceNow. So inbound really, I'm doing more around building out the requirements, working directly with our development team and building the product. So very excited to be able to be here today to be able to share with you all what we did in Utah.

Thank you, Brian. So here's the agenda of what we're going to get into today. So as you can see, a long list of innovations that came out in the new banking release for Utah that we're going to get into. But first, we figured it would be helpful to give a little background of who ServiceNow is within banking, just to give you a quick overview of that. And also, I just want to call out, I know you saw it in the video beforehand, but there is a survey panel on the lower right hand of your screen. We'd love to hear your comments how we're doing as presenters, how the content is and what you'd like to see in any future webinars. So before we get into that, I just have a quick poll here that I would love the audience to engage in. Which part of the banking life cycle the ServiceNows financial services operation support. So we have onboarding, servicing and escalations. So we would just love to hear, again, from the audience before we get into the content, what do you think -- what areas do you think ServiceNow plays in banking. I'll just give that about 30 seconds. See some responses coming in. Just give it another 10 seconds or so. All right, let's see. So 80% all of the above what I like to see. That is, in fact, correct. So I'm going to pass it to Brian and he can tell us how, in fact, ServiceNow does play in those 3 areas within banking.

Thanks, Tom. Yes. So when we think about where ServiceNow can play. In ServiceNow, we're trying to be the true system of action, right, across all these different operational areas within banking operations. So from onboarding, whether it's customers or different products or services to the actual servicing different requests, fulfillment, right, things that are coming directly from the customer or things on behalf of the customer, right, from different branch or relationship managers, right? And then also from escalations, right, things that happened that maybe they're escalations that again are coming from customer or they could be coming from a back office system. We're trying to be the system of action across all these different areas. So yes, the answer is definitely all of the above.

And Brian, when we look at the Utah release for banking, what specifically -- what area specifically did the product team focus on in regards to that end-to-end service experience?

Yes. So for Utah, we were really focused specifically on servicing and escalations, I would say. And you'll see this when we go through all the different things that we had, they actually -- there's a lot of different features and capabilities that are going to be applicable to all different areas. That's the great thing about the platform, right, that we're building on top of is that these features can be applicable to any of the different domains. So you can see the domains at the bottom of the screen where it can be payment operations, cards, loans, those are a bunch of different domains, right, of operations. And a lot of the -- again, the features and the enhancements that are being made within this release, are going to be applicable to all of them. And then we also have had specific servicing areas, things like fraud, that's a new application that we're releasing. So we'll dive deeper into that as well.

Perfect. So with that, what do you say we get into our first enhancement into some detail?

Absolutely. Let's do it. So the first one is actually what I was just talking about, which is our intelligent servicing for fraud application. So for those that are familiar with other things that we've released recently, the way that I think about fraud is it plays very much in line with other types of escalation. So it can start from things like a complaint to maybe even a dispute and then we also now kind of added that third pillar around that, which is around fraud. And what we're trying to do with this is really be able to give capabilities for any type of fraud. So meaning that it could be triggered from maybe a customer fraud event, right, or it could be coming from a dispute or from a complaint, right? All of those different things will be able to trigger this different process. And then we're trying to be able to handle all different types of fraud, whether we're talking about card fraud. It could be other types of payment related fraud. It could be internal fraud. All of those are different types of fraud, right, that we're trying to handle within this application. So, yes, I mean that's really -- really gives you a good overview about what we're trying to do, but we're really trying to, again, automate the process and streamline all the different types of fraud that can be handled in one platform.

That's great. And I think everybody on this call probably hasn't countered a situation where they think fraudulent activity has occurred within their account, whether it's a charge on the credit card or something else and can therefore relate to the need to quickly, a, report and, b, resolved that inquiry, whether it's actually turned out to be fraudulent or not. You spoke about how this application helps automate and streamline some of those processes related to fraud. Can you just give a little bit more details on how this application makes that resolution of reported fraud easily easier for both customers and employees?

Yes. No, absolutely. So when we look at our fraud application, the idea around this is that you'd be able to -- as I was saying, you can have all these different types of fraud, all be able to be handled within one system. So we've consolidated as far as the roles of the responsibilities right around the fraud, the investigators. The agents that are going to be working with the customers. All of them can have a single experience but each type of fraud can actually a different workflow that it goes to. So what that gives us is one system, right, that can do all the different types of fraud, right, and have that compliance level. But then also from a customer's perspective, they have one area in which we can have that communication back and forth between who's doing the investigation and being able to look into that and then also the communication out to the customer. So we're what we've seen a lot with our different customers is that they're -- they have lots of different systems out there that are being able to, one, identify the fraud, but identifying it is just one piece of it. And so it's very important that we have one system that -- our case management system, which is really what we're trying to solve here is how can we consolidate all that information and then respond to it as quickly as possible for our customers.

And then a big thing for all banks and all companies today is saving on cost, cost reduction. Can this application -- can you explain a little bit on how this can help banks save money? And then secondly, what makes this application unique to some of the other fraud solutions available today.

Yes. So as far as what really makes this unique, right? Or I mean, as far as the savings that we are talking about here, speed is everything, right? So as I was talking about, you can have lots of different systems and there's some great systems out there that are going to be able to identify when a fraud event occurs, but the question is how do you respond to that and how are we able to investigate and remediate that fraud and be able to either shut it down as quickly as possible. So the faster we can do that the better, right? Where we'll be able to save money right just being able to see more the managers or process owners, right, being able to see across the board for fraud operations how we're doing, how are we responding? How are -- are we getting spikes in fraud cases and being able to be very strategic about how we respond to these is going to be important from how can we save or reduce the loss events that can be coming in right from different fraud events. And so again, I think the uniqueness with ServiceNow is being able to handle all these different types of fraud in one system and being able to get a 360 view like we're seeing here across fraud operations so that it's not just -- it's not -- okay, if we're dealing with card fraud, that's one area, it's one group, and it's completely separate. Then if we're dealing with internal fraud, if we're dealing with ACH or wire fraud or something like that, right, where a lot of times, what -- again, what we're seeing is that those could be very separate systems, very siloed. What this will be able to do is allow us to have it all right within one system. And so that's, again, I think a big advantage that you'd have by putting this directly on ServiceNow. And then the other piece of it, as I talked about before, is that connection with -- now if you start using it with complaints or you start using it with dispute operations, right? All of those can tie together where if you have a complaint that maybe it doesn't -- we're not sure if it starts out of a fraud, but then if it does become one, being able to have that be seamlessly integrated in one platform where they can plank and then get -- send the information to the fraud department and you can update all these different teams and they can share information again, is a very unique positioning that to be able to do with ServiceNow.

Thanks a lot Brian, super, super helpful. I'd love us to jump now to our next enhancement and integration with Jack Henry. So if you want to just tell us a little bit about this and how the impact that it makes.

Yes. So this was a great one for us. It was our first real integration that we've shipped for a core system. And we're very excited to be able to get this partnership with Jack Henry. As you can understand, it takes a bit of time, but it was great to be able to get this because, as I've talked about before, we're trying to be that system of action, right? And so being able to pull in this core information from the core systems, right, or customer information being able to get the financial information, transaction information, all of that is very much needed, right, for us to be able to do whatever workflows we're trying to do, whether it's servicing or it's the different escalation that we're talking about being able to pull this information in many times, it's a real-time integration, right, where when I'm doing the actual request, I'm going to be pulling that information in real time, say, give me the latest for this financial account or these transactions, pull that, be able to present it so that those -- we're not having to do [indiscernible] anymore is very, very important. And so for us, being able to build this integration, where we've been able to put all the different actions from both the spoke layer as well as the integration into FSO where we're able to populate the actual -- the data model correctly as well as giving mapping capabilities right, so that if there's additional attributes as we know these core systems, they can be implemented very differently from customer to customer. And so we've given the mapping capabilities so that if there's additional attributes or changes that you need that are specific to your business, it's very easy to be able to configure on top of this integration.

That's great. And then you mentioned how this integration will help customers gain access to information in real time, but then also give employees real-time access to customer information, account details, transaction details. Can you paint a bit of a picture for us, real life example of what an account servicing process would look like from the employee perspective and the customer perspective before this integration and now with this integration available?

Yes. So I think like I was saying, I mean, as far as the integration, it's extremely important to us when we're talking about our servicing workflows. And so if we don't have this integration, then it's not to say that you can't do a crawl walk run type of implementation where maybe you don't have it completely integrated to start with. But then at that point, there is going to be [indiscernible] management perspective. So with this integration, what it's going to be able to do is give us a view into the customer, right, so that we're able to see what is the financial account that we're working with. And depending upon, again, the use case of what we're trying to do from a servicing or an escalation standpoint, it's going to be very important that we can pull that information in. And then also potentially throughout the life cycle of that workflow, be able to even make updates within that core system. So if we're making changes maybe we're changing beneficiaries or we're updating credit limits or whatever it might be, right? All of that are updates that we need to be able to push also to that core system. On the screen, what we're seeing, and this is a customer 360. How are we going to be able to get this customer 360 to be able to show to our different users, right, whether it's the agent who's working with the customer, it could be the relationship manager being able to get this 360 view is very important, right, to be able to see what all do they have, what are all the different financial accounts, what recent transactions they've made, right? Being able to see that here is very important, and that's what the Jack Henry integration is going to be able to give for us is to be able to pull this information in. And then ultimately, especially when we're talking about certain use cases, like the disputes or the fraud use cases, transactions are going to be very important as well. And so we actually made enhancements to this integration as well to be able to pull in transaction information you can pass the different parameters right around start dates, you can do different searching capabilities, right? So that you can pinpoint the exact transactions that you need. And again, we're only wanting to pull in the information that we need within ServiceNow. We're not trying to replicate exactly what you have within your core system. So it's about pulling in the relevant and the important information whether it's the financial account or the transaction information that's relevant for our -- I mean for that specific use -- workflow and use case. So we're talking about disputes, right? It might be we're just disputing a couple of transactions. Those are the transactions we need to bring into the tool. It's not every single transaction. So it also limits the exposure of what we need to bring into ServiceNow.

Got it. Thank you, Brian. And before we jump into our next enhancement that Brian is going to speak to, I just wanted to say, we will leave time at the end for Q&A. So I know we're going through a lot. That's just 2 of the enhancements so far. We have a few more to get to. So again, save your questions to the end, throw them in a chat, whatever we don't get to, we'll address post-webinar, but I just did want to call out, we'll leave about 10 minutes or so towards the end to take as many questions as we can. So that's intelligent servicing for fraud. Jack Henry integration, did some great stuff. Now can you tell us a little bit about branch manager dashboard.

Yes. So this is another great enhancement that we made. And again, I look at this as something that's going to be applicable to lots of different servicing areas. But this was one where we actually did quite a bit of research with different customers to be able to understand where do they really see a need across the -- within branch operations, right? And the branch manager was a big one that came up of being able to see kind of a 360 view about how their branch is doing, being able to show the hierarchy around the branch right? So that you're able to see how maybe individual branches are doing, but then also as they roll up and even go all the way up to more of a headquarters-type view. How are we doing across the board. This is very important, right, and being able to see as you're running these different operational areas that we're talking about, whether it's loan or it's card or it's deposit, whatever it might be, being able to get this view at -- being able to slice it into your different branches can be very important, and you can get a lot of great information here about how are we doing at an individual branch level as far as handling these different service requests, being able to see information about spikes or where we really need to focus, I think, is very important for these different branch managers. So being able to give them a dashboard where they're able to see kind of more of a real time. This is where we're currently at with our current branch. These are the total open cases, how we're doing. Again, if there's breached SLAs, I can quickly see that as a manager, I can go into that and make sure that those things get resolved quickly. So it's again being able to prioritize and being able to see where do I need to escalate things. And then also being able to see, which we're showing in the other view here, I mean actually advance this. So this is the dashboard that I was talking about. And then the other one is going to be around the PA dashboard, right? So one great thing is we do have now PA dashboard directly within workspace. So no longer having to go to the platform view to see this as you can see, there's an icon over on the left and within configurable workspace, you'll be able to click on that and see all the different dashboards that you have in this case as a branch manager you'd be able to see this, but this is going to give us is more of that historical trending view, right? So this is how I can see how is my branch doing over time? Are we doing well? Are we fixing things? Or is there things that I need to be focused on across the board, right, for all different types of cases or different requests that are coming in. And then down below, I know it's -- we're kind of cut off a little bit, but you can also see it even sectioned out by those different domains. So how are we doing by CLO, whether it's onboarding cases or if it was loans or cards or whatever it might be, whatever applications or domains that we're using within ServiceNow, all of those will be able to get a breakdown view. And again, it's showing me that breakdown based upon my specific branch that I'm assigned to.

You nicely explained how the different personas and the branch managers and the corporate headquarters, all the insights that this dashboard gives them access to. Can you provide an example or I mean maybe detail on how some concrete -- how this might help them efficiency-wise or cost-wise or that sort of thing, not only -- I guess, the impact that these insights will provide.

Yes. No, absolutely. And I think it kind of goes into what I was talking about of being able to see these different graphs and being able to see different spikes -- spiking, right? So we -- sometimes there's things that are going to be very seasonal right about when things are going to pop up or different service requests or as we saw with COVID, right, with the small business loans and having to go through forgiveness flows, right? That's something else that we know is potentially going to be coming, being able to see a trend report to see, okay, these things are starting to spike that could really help me with either staffing or even understanding where should we be putting more self-service flows or automation, right, to try to help these different areas, is going to be really important, right, for us to be able to give -- ultimately, we're trying to give a better experience to obviously our customers. But I think this is also going to help our branch employees as well, how can we help them be able to give the best experience that we can to their customers. And so this -- again, this is not just being able to see how we've done, but then being able to be proactive about what are different changes that we can make to our different servicing and where can we make improvements.

Sounds good. So those are 3 big enhancements for Utah. Moving along, we have omnichannel callback. So hoping you could tell us a little bit about this and how this can help employees and customers as well.

Yes. So these ones are actually more CSM kind of applicable changes that are features that are coming in that we're really excited with. And that's the great thing about financial services operations is that we sit on top of CSM that sits on top of the platform. So all the great enhancements and features that they do we get them as well, right, and all of our customers do within FSO. And this is one of them. So omnichannel, it's been a big focus for customer workflows. And this one is a great one. So it's being able to use the callback feature. So I'm sure some of us have experienced this, right, with where you don't have to sit on the phone the whole time when you're trying to get a hold of an agent. So what this will allow our customers to be able to do is, they can -- or their customers, right, would be able to say, I want to get a callback. It's all automated. And from an agent's perspective, when they're ready, they can just go ahead and call the customer back. And they don't have to sit there and hold the whole time. Just the other day, I was trying to do my taxes. I had to sit on hold for 2.5 hours with the IRS just to try to ask a simple question. Really would have loved this feature. So it's great to see that we've been able to enhance this within our product.

And I just want to reiterate the point you made, how FSO sits on top of CSM because I think it does go unknown a lot that these great enhancements that come out, we speak a lot about the Jack Henry's and the intelligent servicing for fraud that are built for banking, but FSO for banking also gets all of these great enhancements that come along with CSM. So you mentioned -- so this looks like the schedule for a phone call or a Zoom callback with an agent. Nobody likes like you mentioned, calling any business for that exact fear of waiting on hold for 2.5 hours like you did with the IRS. This does sound like it would greatly reduce, if not entirely eliminate that need. So it also sounds like with the -- in addition to not having to wait on hold, I could speak to the banking representative of my choice. Is that fair? Is that a fair comment?

That's right. And I think that's also a unique part of this is that it gives time, right, when the customer is waiting for that callback, we can also be smart about who's going to be sending, who's going to be calling back to that customer. So being able to have the intelligence around who that customer is, what kind of issuer requests are they calling about we can route that to the right agent so we can make sure that the right agent is the one who's going to be giving that callback. So it can be very intelligent in that regard. And we're not having to play phone tag of, okay, someone calls back and then, okay, we know actually, that's not what we do. We're going to switch you over to someone else, which again, I'm sure we've all dealt with a lot. So this, again, it gives the customer a better experience so that they're not having to wait but then also it gives our agents a better experience too, because they can make sure that they're going to be the right ones to be able to handle their requests.

So it sounds like it -- extremely beneficial for both the customer as well as the service representatives.

Absolutely.

And then another one of our enhancements that came out on the CSM side, but again, also available in financial services operations is real-time voice transcription with Amazon Connect.

Yes. So this is another great one. It came from CSM, and it's just around being able to -- as we're having those phone conversations with the customer, being able to have it automatically translate that to text is very important. And this is important for a few different reasons, but one of the main ones is just to be able to have that history, right, and not have to go back to a recording and try to listen to it, but being able to actually look at the transcript, be able to pull information directly from that transcript that we can use to fill out our case is very important, right? And being able to, again, have that history at anytime to be able to see that is important. And so this one, again, I see this being a huge enhancement specifically for our agents to be able to go back. We'll be able to look at on over if they miss something, be able to go back into the transcript and see it, the history as well. So that if you want to switch off, if another -- maybe we start with one agent, a customer calls back, being able to see, again, the history about what's happened in maybe previous phone calls. All of that is going to be seamlessly integrated within the activity of that case so that anybody can pick it up and be able to see that. Again, I see that as a huge enhancement here for our different agents.

The ability to see the history of the conversation is hugely important because there tends to be also a decent amount of turnover among those employees, right? So being able to see the history of the conversation so that the customer does not have to repeat themselves constantly, is a big deal. How long is the -- are those transcripts available for? So if you have a new employee coming in and that conversation happened a couple of months ago, how long would they be able to access those transcripts for?

Yes, that's a great question. I mean you really just -- that all of this is actually being stored directly within ServiceNow. And so all -- it's going to be stored against the case, right, in -- so we'll be able to see that for as long as we want to keep it right within the case. So it's really going to be up to the archiving rules of the customer and what they want to or how long they want to keep that in the system. But the idea, again, is that it's all being stored within ServiceNow so that you have that availability to be able to see that history. And like you said, having the ability to switch off. So if I get reassigned the claim, being able to go and see that history for as long as the case is there, I should be able to see the history. So -- again, it's just a great way to be able to have the documentation. And then also, I mean, I love just the ability to be able to take the information directly from that transcript and populate it onto the case as we know, being able -- having to fill things out from these call centers, typing, it's very slow, so being able to copy information directly from a transcript and populate it under the case is going to be a huge time save as well.

Also eliminates the need to kind of frantically take notes during those live calls, which is tedious.

That's right. Yes. It's doing it for you.

Very nice. And then on other hand, Google business messages, again, the CSM, but available on FSO. Can you tell us a little bit about Google business messages?

Yes. So this one, I love it as well. It's just we're -- again, we -- the theme is just how can we make it easier for our customers. We're trying to give more of that consumer or they're trying to give more of that consumer-like experience right to their customers. And so what this is allowing us to be able to do is to be able to start those different chats or those communications, right, with an agent from all these different Google applications. So if we're talking about even from maps or from browser or wherever it might be any Google app. They have the ability to do a chat. You can actually see it in the -- in that screen shot right there, you can see you could just start a chat. It's all natively right within the Google application, but that chat is actually going to be with the ServiceNow agent. And so again, it's being able to -- it's more of that omnichannel type experience of how can we give a better experience to our customers and they're obviously on their customers and make -- being able to do whatever the request, the services being able to make that as easy as possible. So again, this is a gain for our customers that are on Google, using Google which is pretty much everyone, right? This is just another great enhancement to be able to integrate ServiceNow into all these different areas.

Being able to proactively send agent and system initiated message is extremely, extremely relevant.

Yes, absolutely. I mean not having to have the specific agent and bring them in when it makes sense is yes, I think a great feature within this.

Very nice. So I know that was -- there was a lot of content. So I'm curious, I just want to poll us here, but everybody kind of let that soak in for a second, and we are curious to know which of those features shown today -- favorite might may not be the best word. It resonated the most, your favorite, do you see being the most beneficial to you in your business. So I just want to give that a minute or so to get your thoughts to see if what we are building is really hitting the mark and resonating. And like I said, that survey panel available to you in the lower right, we're open to hear what you'd like to see in future webinars and even product-wise, we're open to all your thoughts. So I just want to give this a minute to see what resonated the most? What do you think, Brian, what do you think is going to come out on top here.

I think that fraud is a great area. And I think it's at the top of mind for many financial institutions right now. And so I think that, that one is really going to be a big one. But I love all these other ones to, again, they're applicable to so many different use cases. So Jack Henry, you need that for -- that's for core system, obviously, it's only going to be applicable if that is the core system that you're using. But again, it's going to empower lots of different workflows. And all these other things, again, it's -- there are great enhancements that can be used across lots and lots of different use cases. So I think they're all great and excited to see what everyone said.

Let's open it for another 30 seconds or so. We have a lot of response. I just want to give another few seconds to see who get some more. I think fraud is going to come in on top. That's my guess. We'll see.

You think fraud?

I do.

We'll see.

10 more seconds. Okay. Let's see. Wow, it split. I was not right, fraud not coming on top, branch manager dashboard with almost 32%.

Interesting.

How about -- Jack Henry and omnichannel in a dead heat. Anything that surprised you, Brian?

No. I mean, again, I think that they're all great enhancements. The branch -- that one is really -- it's a unique one because I look at it as -- we focus a lot on middle back office operations and being able to see how we're trying to tie this into the front office as well for branch work. I think this is a very unique view that is something that we don't really see in the market today that you're running your operations on ServiceNow, this can give you, again, a great view into your specific branch. So I completely understand that and glad to see that it's popular.

And I'm glad that we called out those enhancements on the CSM side because, obviously, omnichannel callback, Real-time voice with Amazon, those got some love as well. So I'm glad we called those out. So what do you do next? So you attended the session, you got a lot of what I hope you view as great information. Number one, you can go to the ServiceNow store and start exploring our applications. Number two, you can engage with the ServiceNow community. If you're not already a member, let's fix that, let's get you signed up. We're always interacting with our user community. And a perfect example is we'll be posting the Q&A components of today's session on that community within the next few days. And then number three, if there's something you want to dive deeper into, please, please reach out to your account reps and schedule a meeting and/or a demo. So again, hopefully, you view this information as really beneficial and valuable, and these are the next steps that you can take to engage and know more. So with that, we have about 15, 20 minutes or so, we would love to answer some of your questions. Again, that was a lot of content. Hopefully, got your thoughts running and you have some questions that Brian and I can answer for you. So just throw them there in the chat, and we'll see them and get right to them.

I have one here, Brian. This is a good one. with the Jack Henry integration, what type of information can financial services operations hole from Jack Henry?

Yes. No, that's a great question. And we're really focused on, I would say, 3 main types of information. There's the customer information in which case we map that to either the consumer or the account and contact records. And then there -- so there's customer, there's financial account, so that could be any type of financial account, it could be the deposit accounts, checking, savings, it could be even credit card information or credit card accounts, right? And then you have the transactional information that's associated with those financial accounts as well. And again, the way that we position it is that it's flexible to be able to -- you can add your additional -- if you have your own types of accounts or things that are unique, you can enhance the integration to be able to bring those additional financial accounts as well as attributes right, specific to those financial accounts.

Lot of Jack Henry questions rolling in. So you spoke about the Jack Henry integration, are there other strategic integrations for banking coming in the near future?

Yes. No, we have a lot. So integration has been a big part of what we've been focused on within FSO in general. As we talked about with the system of action, we need to be able to have great integrations. We need to make that as easy as possible for implementation. And so Jack Henry was one of the first, we actually are just about to launch on the insurance side, some great ones with Guidewire, which is a core system on the insurance side and then also FRISS, which is around claim fraud. But on the banking side, there's plenty more that we're looking to do. One of them is around things like Equifax being able to pull in credit scoring. We are also looking at other core systems like FRISS and FIS -- I'm sorry, FIS and Fiserv. So lots of other ones that we have on the docket. These things -- the partnerships do take some time though. So we're always looking for customers and design partners on these as well. So please reach out if there are specific ones that you're thinking about.

Okay. Pivoting to intelligent servicing for fraud. You did touch on this, but I think it's worth reemphasizing, is the intelligent servicing for fraud application limited to credit card fraud.

Yes. No, it's a great question because there's lots of different types of fraud and no, it's not meant to be just specific to credit card fraud it could be really any type of fraud. That's what we're trying to use this application for. It could be fraud that's again triggered from a system. It could be fraud that is triggered from a customer more manually or from other agents. But no, it's meant to be across the board.

Okay. Excellent. A few more Jack Henry ones, okay, so is the virtual assistant usable with the customer support and Jack Henry integration?

So virtual -- you're saying is the virtual assistant usable for -- we're talking about virtual agent on the portal probably.

Yes.

And so the answer is yes. I mean, all the information that we have now available within ServiceNow. So if we wanted to show them like these are the financial accounts that you have or if you're trying to trigger like a dispute process, like these are the transactions, right, that we see within the last 10 days, which ones are you trying to dispute, absolutely you'd be able to use that within virtual agent.

Okay. Another one. So the customer portal can call this callback function using an API. So we're going to see if there's more context there. Okay. So he must be referring to the callback feature, on Google business messages. Might have to follow-up there. I'm not sure.

Sure. I see one. So it says we use ServiceNow protect support tickets for bank users, will the branch manager dashboard display the data of the branch tickets. Yes. So the way that this works is there's the -- there's more of the location manager or the internal business locations is what it's called, right? And so you can set those up. And once you are -- there's obviously some configuration that you need to do around setting up the different branches. Again, it's not called a branch. It's just an internal business location because it could be used for anything, it could be used for branches, it could be used for agencies if we're talking about the insurance use case. It could be whatever type of entity that we're talking about there. But you set those up and then there's actually -- when you're creating cases, there's what's called a requesting business location field. In most of our episode cases, we've actually overridden that to, say, branch location, right? But that will be dependent upon the person who's requesting. So if I'm a branch worker, right, I'd be a contributor to that location when I'm creating that request, that would be populated onto the case. And that's how we're associating the cases to that location. So as long as that field is populated, which will get automatically populated when it gets created. you'll be able to see it on that dashboard. So if you're already using it today, but you're not using the location stuff, you can just start using -- if you implement that, it doesn't matter, you can use it with existing cases. that comes on base case, so you'll be able to implement that.

Got it? See what else we have in here. Is this available for all Jack Henry cores like Symitar and Symitar EASE or limited to SilverLake.

Right now, it's just SilverLake. We are looking at trying to expand that. But right now, it's just SilverLake.

Does ServiceNow integrate with any other core providers other than Jack Henry. I know you mentioned a couple of the integrations we have forthcoming.

Yes, exactly. So right now, Jack Henry was the first. As far as the cores go. And again, we're looking to expand that. We've been in talks with some other cores, and we're hoping to be able to get those in soon. But again, as we've been saying, we'd love to be able to work with customers as well. So please reach out to us as well, and we'd love to work with you all.

Would there be an integration plan for Fiserv DNA?

Yes, absolutely. That's one of the top ones that we have, Fiserv and FIS. Those are 2 of the top ones.

I don't think there's any other questions that we did not address.

I can see one here, where can I get more information related to card disputes. Yes. So that one, there's some great information out on the store itself for disputes, specifically, it's underneath card operations. But yes, lots of information around that. We've been heavily building upon that one. For disputes we're actually -- in the next release we're going to be creating a V2 where we're going to be doing even more enhancements around that. So a lot more to come, but I would also suggest reaching out to your account reps as well, then we can set up time if you want to just look more at what we've done out of the box, we'd love to share that with you.

Like I said, if there's any questions that we did not address to your liking or questions come up after this webinar. Again, we will be addressing them in the Q&A portion like you see here on community. So like I mentioned earlier, if you're not a member of community, please sign up, we are actively engaging, and we will be posting answers to all of these questions. I'm going to run through this list again, and we will be posting answers there within the next few days. Also, we have -- here, you could see Link for on-demand webinars. So any webinars we've done in the past across industries, different products, you can find them within our on-demand webinars, including this one. If there's any portion that you want to relisten to or anything like that, this will also be made available there as well. And then I just wanted to call out Knowledge. So our big ServiceNow event is coming up in just a couple of weeks in Las Vegas, Knowledge 2023. May 14 to 18. And please register if you haven't done so already. This is our premier event of the year. It shows all of the innovation across product lines and industries that we have going on here at ServiceNow. You have a chance to interact very hands-on with our products. A lot of our product leaders and senior executives will be there to interact with and answer your questions. We'll have live demos, again, across products and industries, including banking. We have nearly 50 different financial services sessions with our customers you can hear their stories, how they're using ServiceNow's products and the impacts that they have made. So again, coming up May 14 to 18 in Las Vegas. If you have not registered, please do so, it is a spectacular event where we kind of show you everything we've been doing over the last 12 months since last year's knowledge. So again, May 14 to 18, definitely register, if you have not done so already.

I got to shout out my -- I'll be doing a lab there specific to disputes. So I know there's been some interest on that. So again, if you wanted to get more information be again, more hands on with it, I'll be doing a lab on that. So if you're already registered, take a look for that.

And in addition to that, Brian will also be speaking, we have 2 product road map sessions, one for banking and one for insurance. Brian will be speaking on the insurance one. We have Tammy and Namit speaking on the banking one with some guest customers for each. So really good sessions that show, again, where ServiceNow plays in each of the insurance and banking spaces, all the different product innovation that we've had over the last 12 months, what we have coming in the next 12 months so that you kind of get a sneak preview. And again, you get to hear directly from customers and how they're using it. So you can kind of see how beneficial it is there and how you could possibly implement as well. So again, coming up in just 3 or so weeks, so definitely register, if you haven't done so already. Also, I just want to shout out here the Utah release broadcast. So that was on April 5, but it's also available on demand where you can hear about more of the innovations that came out in Utah. This was just specific to banking. There is a whole lot more of innovation that came out in late March when the Utah release went live. So definitely, definitely check that out. And that is everything we had planned today. I want to thank you so, so much for joining. I hope you got a lot out of this. Again, and we will be addressing all questions within the next few days on community. And if you have any additional questions that we did not get to, please drop them there and we'll make sure we answer all of those. Brian, any closing words for the audience?

No, I hope -- and this was very informative for everybody and very excited for what we came out with in Utah. We have a lot more coming later this year as well. So we'll be excited to share that with you later, but yes. Thank you all.

Thank you.