Vbrick integrates AI video search into ServiceNow to accelerate case resolution
Vbrick has integrated its video content platform with ServiceNow's AI Search functionality, allowing intelligent video results to appear within ServiceNow's pages, portals, knowledge articles, and workflows. This integration aims to empower employees and customers with self-service video content to reduce case volume and accelerate incident resolution. The solution centralizes video management within Vbrick for seamless integration across ServiceNow.
Key Takeaways
- Surfaces Vbrick-hosted video content directly within ServiceNow pages, portals, and AI-driven workflows.
- Utilizes ServiceNow AI Search to index video titles, descriptions, and transcripts for more relevant results.
- Provides a centralized management system within Vbrick to ensure consistent video delivery across ServiceNow applications.
- Aims to achieve higher case deflection and faster incident resolution rates through self-service video discovery.
Why It Matters
This integration signals a move where video is no longer a separate silo but a native data layer within enterprise resource planning tools. For ServiceNow, the addition of frame-accurate video intelligence strengthens its Now Assist generative AI capabilities by providing actionable visual assets alongside text-based documentation. This shift forces competitors in the Enterprise Video Platform (EVP) space to move beyond standalone portals toward deep, API-driven integrations with the broader corporate software stack. Watch for whether Vbrick and its peers can successfully transition from hosting platforms into essential logic providers for third-party AI agents.
Additional Context
The partnership between Vbrick and ServiceNow has evolved rapidly over the past year. Per BusinessWire, December 2025, Vbrick initially unveiled a tie-in with ServiceNow’s Now Assist, transforming video assets into a dynamic data layer for generative AI workflows. This foundation allowed employees to query the Now Assist agent for summaries of video content, such as benefits or IT troubleshooting steps, directly citing Vbrick sources to provide natural language answers.
Industry demand for these capabilities reflects a broader expansion in the enterprise video market. According to Mordor Intelligence, April 2026, the sector was valued at $28.98 billion and is projected to reach nearly $47 billion by 2031. This growth is driven by a structural shift toward "API-first" architectures, where video serves as infrastructure rather than a destination. FastPix reported in April 2026 that AI video features now account for approximately 22% of total enterprise video platform spend, up from just 9% in 2023.
ServiceNow’s own strategic direction supports this trend, as the company recently announced plans at its Knowledge 2026 conference to double down on AI-driven governance and multi-cloud integrations. Per Seeking Alpha, June 2026, ServiceNow is targeting $30 billion in subscription revenue by 2030, with AI expected to drive more than 30% of its annual contract value. By embedding Vbrick’s video intelligence into its AI Control Tower and Service Operations Workspace, ServiceNow aims to achieve its goal of "zero service desk incidents" through enhanced self-service automation.
Read full article at vbrick.com
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