While native AI capabilities provide an excellent foundation, deeper benefits can come from integrating multiple specialised AI tools to address unique requirements. This strategic integration approach allows you to combine the power of your core platforms with purpose-built AI solutions.
As organisations mature in their AI journey, they naturally discover opportunities to complement core platforms with advanced tools. The key is to integrate these while maintaining a coherent, manageable technology ecosystem.
In this three-part ‘Adopting AI’ series, we look at getting the most out of existing platforms, integrating multiple platforms, and building custom AI tools.
When to consider AI integration
Strategic AI integration creates competitive advantages by addressing unique business requirements that basic platforms cannot. For example, if:
You have specific domain requirements that aren’t catered for off-the-shelf
You’ve already invested in specialised AI tools that deliver significant value
Your organisation operates in industries with unique compliance or functional requirements
You are evolving rapidly in specific domains, where specialised tools often lead to innovation
According to Goldman Sachs research:
“Generative AI could drive a 7% increase in global GDP…over a 10-year period, but organisations achieving these gains typically employ a thoughtful mix of native and specialised capabilities rather than relying exclusively on a single approach.”*
The strategic integration decision framework
When evaluating AI integration opportunities, consider several key strategic factors:
Balancing business value vs integration complexity
High value, low complexity: Clear opportunities for immediate implementation
High value, high complexity: Require careful planning but may justify the investment
Low value, low complexity: May be worth implementing if resources permit
Low value, high complexity: Should generally be avoided or deferred
Data security and governance implications
Integration inevitably involves sharing data between systems, raising key considerations for security and governance. Organisations must carefully evaluate what data needs to be shared, how sensitive information will be protected and how data consistency will be maintained across platforms.
User experience across the ecosystem
The success of any AI integration depends on user adoption, which requires seamless experiences across systems. Consider how integration affects interface consistency, authentication, system performance and training requirements.
Integration to get the best of both worlds
Integrating platforms across departments and functions can amplify their benefits. For example, integrating specialised AI tools into enterprise service management platforms like ServiceNow can complement the strengths of both systems
Enhanced customer experience through communication platforms
Integrating ServiceNow with communication tools like Genesys creates unified customer experiences that bridge the gap between communications and service delivery. This integration opens opportunities for intelligent routing based on ticket data, automated ticket creation from voice interactions, and creation of a unified view of customer history across all channels.
Operational monitoring and intelligence
Integrations with specialised monitoring tools, such as EdwinAI – Logic Monitor’s AI agent for ITOps – enhances visibility across complex IT environments through AI-powered anomaly detection, predictive alerts and automated correlation between monitoring events and business services.
Integration best practices from real-world implementations
Even when using in-built features, it is important to be strategic about your objectives rather than just turning on what’s available. Consider these key steps:
Data synchronisation and governance
Effective data management forms the foundation of successful AI integration. Establish clear data ownership policies, determine appropriate synchronisation frequency, implement robust validation and continuously monitor data quality across integrated systems.
Security and authentication framework
Security must be designed into integrations rather than added as an afterthought. Implement appropriate authentication mechanisms, use API keys and secrets management for system-to-system communications and conduct regular security audits.
Change management and user adoption
Even the most technically sophisticated integration will fail without effective change management. Involve end users in the design process, communicate clearly about workflow improvements and establish feedback mechanisms to address usability issues.
Getting started with strategic integration
When planning your integration strategy, consider these key steps:
- Assess your ecosystem: Evaluate your current platforms and identify integration opportunities that align with business priorities.
- Prioritise use cases: Focus on integration scenarios that deliver clear business value and address specific pain points.
- Select the right approach: Determine whether API integration, middleware or direct connections best serve your requirements.
- Start with a proof of concept: Test integration concepts with a limited scope before full-scale implementation.
- Measure and refine: Establish clear metrics for success and continuously improve based on feedback and performance data.
As a certified ServiceNow partner and recipient of two 2025 ServiceNow APAC Partner of the Year Awards categories, Nexon Asia Pacific helps organisations implement strategic AI integrations that enhance their existing technology investments.
If specialised integrations cannot fully address your unique requirements, custom AI development is the next consideration, which we’ll explore in the final article of this series.
*Goldman Sachs: Generative AI could raise global GDP by 7%
Join us at the ServiceNow Put AI to Work Summit in Brisbane on 29 April 2025 to explore AI-powered business transformation and see these capabilities in action.
Shayne Ray is a Lead Consultant, Data & AI at Nexon Asia Pacific. Get in touch with us for more information about strategic AI integration with ServiceNow.
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