Servicenow, Inc.

Chinmayee Nagaraju

Vani Banaji

Adam Wesley Moguel

Chanwook Kim

Shravan Kalsanka Pai

Cheng Liu

Gaurav Goyal

Scott Michael Rhodes

Balaji Cuttackam

Philip Casini

Nidhi Srinivas

Persistent storage contains a state machine for a request routing process and a plurality of requests related to the request routing process. One or more processors are configured to apply the state machine through operations including: obtaining a request from the plurality of requests; providing, to a criticality detection application and to an intent detection application, a representation of the request, wherein the criticality detection application is configured to detect a criticality of the request, and wherein the intent detection application is configured to determine a semantic intent of the request; receiving, from the criticality detection application and the intent detection application, respective indications of a detected criticality of the request and a detected intent of the request; determining whether to route the request to a channel that is one of a live agent, a virtual agent, or a search-based application; and routing the request to the channel as determined.

Hybrid request routing system

A computing system disposed within a computational instance of a remote network management platform remotely manages a managed network that uses computational resources of a third-party network to deploy operations. The computing system may obtain a utilization policy that identifies (i) particular computational resources of the third-party network used to deploy a particular operation and (ii) a time period during which the particular computational resources can be used. The computing system may be configured to: obtain a utilization report that identifies (i) the computational resources used to deploy the operations and (ii) times at which the computational resources were used; determine that the particular computational resources deployed the particular operation outside the time period identified by the utilization policy; generate a report indicating that the particular computational resources deployed the particular operation outside the time period; and provide the report to the managed network.

Third-party network computational resource utilization

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San Jose, CA, United States of America

Chinmayee Nagaraju