As organizations rapidly transition from conversational AI to <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/ai-agents-vs-chatbots-servicenow">autonomous, agentic AI</a>, the enterprise technology landscape is undergoing a monumental shift. AI agents are no longer just answering questions; they are executing complex workflows, accessing sensitive databases, and communicating with one another to resolve enterprise-wide issues. However, this evolution brings a critical challenge: visibility and governance. How does an enterprise maintain control when hundreds of autonomous AI agents are executing tasks across HR, IT, Customer Service, and external cloud platforms?Enter the ServiceNow AI Control Tower. Introduced as a cornerstone of ServiceNow's evolving AI strategy (and heavily expanded in recent releases, including the Australia release), the AI Control Tower is a centralized command and control platform. It allows organizations to govern, manage, secure, and optimize the use of AI agents, models, and workflows from a single, unified interface.Whether you are managing <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/servicenow-now-assist-generative-ai-productivity">ServiceNow-native generative AI</a> or third-party Large Language Models (LLMs) via hyperscalers like AWS, Microsoft, and NVIDIA, the AI Control Tower serves as the critical abstraction layer. It ensures that your AI operates safely, efficiently, and in strict alignment with business compliance standards.<h2>The Core Problem: The Rise of Shadow AI</h2>Before diving into the technical mechanics of the Control Tower, it is vital to understand the problem it solves. Historically, as new technologies emerged, IT departments battled "Shadow IT" — unauthorized software used by employees without central oversight. Today, that problem has evolved into "Shadow AI."Individual departments are spinning up AI models, deploying custom agents, and connecting them to enterprise data lakes without standardized security protocols. This creates massive vulnerabilities:<ul><li>Data Privacy Risks: AI agents might access and expose Personally Identifiable Information (PII) if Role-Based Access Control (RBAC) is not strictly enforced.</li><li>Compliance Violations: Without an audit trail, organizations cannot prove to regulatory bodies that their AI models are free from bias or operating within legal frameworks (like the NIST AI Risk Management Framework).</li><li>Wasted Resources: Redundant AI tools are procured by different departments, leading to uncontrolled costs and overlapping functionalities.</li></ul>The ServiceNow AI Control Tower acts as the antidote to Shadow AI by forcing all AI initiatives out of the shadows and into a highly structured, governed, and observable lifecycle.<h2>What is the ServiceNow AI Control Tower?</h2>At its core, the ServiceNow AI Control Tower is an intelligent hub designed to connect AI strategy with governance, management, and operational performance. It provides a single pane of glass for enterprise architects, security teams, and business leaders to monitor the entirety of their AI ecosystem.Rather than treating AI as a fragmented set of tools, the Control Tower treats AI assets — models, agents, datasets, and prompts — as critical infrastructure. It bridges the gap between the speed of AI innovation and the rigid requirements of enterprise risk management. By leveraging ServiceNow's powerful workflow engine, the Control Tower automates the entire lifecycle of an AI agent, from its initial ideation and approval to its deployment, monitoring, and eventual retirement.<h2>Key Capabilities and Features</h2>To truly understand the value of the platform, we must break down its core capabilities into five distinct pillars.<h3>1. Unified AI Inventory and Discovery</h3>The foundation of governance is visibility. You cannot secure what you cannot see. The AI Control Tower automatically discovers and catalogs all AI assets across the environment. It populates this data directly into the ServiceNow Configuration Management Database (CMDB), creating new Configuration Item (CI) classes specifically for AI.This inventory tracks:<ul><li>Agent Metadata: The purpose, owner, and dependencies of every AI agent.</li><li>AI Models &amp; Datasets: The underlying LLMs being used and the specific datasets they were trained on.</li><li>Integration Mappings: A visual map of how AI agents interact with enterprise systems and other agents.</li></ul><h3>2. Intelligent AI Orchestration and the Agent Fabric</h3>As enterprises <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/servicenow-ai-agent-guide-now-assist-agentic-workflows">deploy multiple AI agents</a>, these agents need to work together. The Control Tower acts as the management layer for the AI Agent Fabric, a communication layer that allows native and third-party AI agents to collaborate.For example, a Customer Service AI agent might receive a ticket regarding a billing error. Through the Agent Fabric, it can securely communicate with a Finance AI agent to verify the transaction, and then an IT AI agent to update the user's account status. The Control Tower oversees this orchestration, ensuring that agents only pass data they are authorized to share, optimizing resource allocation, and preventing infinite loops in agent-to-agent communication.<h3>3. Governance, Risk, and Compliance (GRC) Automation</h3>The "control" in Control Tower is heavily driven by its deep integration with ServiceNow's <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/how-grc-implementation-in-servicenow-can-reduce-audit-and-compliance-costs">GRC modules</a>. Deploying an AI agent is no longer a simple toggle switch; it is a governed process.When a team proposes a new AI agent, the Control Tower automates the approval workflow. It routes the request to Legal to check for intellectual property concerns, to Security to validate data access, and to Ethics committees to ensure the model's guardrails prevent biased outputs.Furthermore, the system continuously evaluates models against predefined LLM guardrail policies. It monitors for data integrity incidents, agent goal deviation, and the accidental generation of offensive content or sensitive data.<h3>4. Deep Observability and Security (The "Kill Switch")</h3>Agentic AI introduces run-time risks. What happens if an AI agent hallucinates or goes "off script" and begins taking unauthorized actions in a production database?Through recent expansions (including the acquisition of Traceloop), the AI Control Tower provides deep observability into AI behavior at runtime. It gives <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/dss-experts-share-cybersecurity-insights">security teams</a> visibility into how agents reason, the logic behind their decisions, and when they deviate from their intended goals.Crucially, the platform includes real-time security enforcement. Through integrations with identity access platforms (like Veza) and cyber exposure management tools (like Armis), the Control Tower monitors agent permissions. If an agent attempts to execute a command beyond its scoped least-privilege permissions, the Control Tower detects the anomaly and provides an instantaneous "Kill Switch" to shut the agent down before damage occurs.<h3>5. ROI Measurement and Value Realization</h3>AI is a massive financial investment. The Control Tower shifts the conversation from technical metrics to business outcomes. It features dynamic dashboards that track:<ul><li>Usage Analytics: How often an AI agent is triggered and its success rate.</li><li>Cost Tracking: Monitoring token consumption and infrastructure costs across various LLM providers.</li><li>Productivity Gains: Calculating the hours of human labor saved by automated AI workflows.</li></ul>This allows IT leaders to prove the Return on Investment (ROI) of their AI initiatives and make data-driven decisions about which agents to scale and which to retire.<h2>How it Works Under the Hood: Technical Architecture</h2>For solution architects, the true brilliance of the AI Control Tower lies in how it leverages existing ServiceNow architectural concepts and applies them to artificial intelligence.<h3>The CMDB as the Source of Truth</h3>By treating AI systems, Agentic AI, Datasets, and Model Context Protocol (MCP) servers as CIs within the CMDB, ServiceNow applies decades of mature <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/core-itsm-processes-in-servicenow">IT Service Management (ITSM) principles</a> to AI. You can create formal Change Requests for deploying a new dataset or an Offboarding Request to retire an outdated AI model. This means AI lifecycle management does not require learning a completely new operational paradigm; it utilizes the same ITIL-aligned processes enterprises already trust.<h3>Model Context Protocol (MCP) Servers and Guardrails</h3>Modern AI agents interact with enterprise environments through Model Context Protocol (MCP) servers. The Control Tower monitors all MCP server access by the AI Gateway. It provides out-of-the-box charts tracking authorized access attempts, failed access attempts, and the specific clients connecting to these servers.Administrators can customize their AI Asset Security Score by weighting different LLM guardrail categories. If an agent attempts an action that triggers a prompt injection alert or a sensitive data leak detection, the system logs the incident, blocks the action, and dynamically lowers the security score of that specific AI asset, triggering a review.<h3>Cross-Platform Integrations</h3>ServiceNow knows it will not be the sole provider of enterprise AI. Therefore, the Control Tower is designed to be agnostic. It features deepened integrations with AWS, Microsoft, and the NVIDIA Enterprise AI Factory. This allows organizations to run custom models on secure NVIDIA infrastructure while relying on ServiceNow to handle the orchestration, policy enforcement, and compliance reporting at the application layer.<h2>Deployment and Licensing Models</h2>To accommodate different stages of AI maturity, ServiceNow has structured its AI platform experience into distinct licensing tiers:<ol><li>Foundation: Provides the essential AI basics to deliver insights and standard visibility.</li><li>Advanced: Unlocks deeper AI capabilities designed to boost productivity across specific, high-value use cases.</li><li>Prime: The fully unlocked tier, allowing organizations to act autonomously with all AI assets, create their own custom agents, and fully utilize the orchestration and deep governance of the AI Control Tower.</li></ol>For developers and administrators looking to activate these features, the AI Control Tower can be installed directly from the ServiceNow Store via specific plugins (such as com.sn_ai_disc), which enable the necessary AI connection interfaces and Service Graph Connectors.<h2>Conclusion: The Future of AI is Governed</h2>The era of experimenting with isolated AI chatbots is over. As organizations move toward widespread, agentic AI — where software acts autonomously on behalf of humans — the limiting factor will no longer be intelligence; it will be trust.The ServiceNow AI Control Tower addresses this exact bottleneck. By providing a centralized abstraction layer that combines discovery, governance, security, and observability, it allows enterprises to scale their AI ambitions safely. It ensures that every AI action is documented, every agent is operating within its defined permissions, and every AI investment is actively contributing to the organization's bottom line. For the modern enterprise architect, mastering the AI Control Tower is not just an option — it is an absolute necessity for surviving the next decade of digital transformation.<h2>FAQ</h2>What is the ServiceNow AI Control Tower? It is a centralized command and control platform that allows organizations to govern, manage, secure, and optimize AI agents, models, and workflows from a single, unified interface — covering both ServiceNow-native AI and third-party LLMs.What is Shadow AI and how does the Control Tower address it? Shadow AI refers to AI models and agents deployed by individual departments without central oversight, creating privacy, compliance, and cost risks. The Control Tower counters it with automatic discovery and a unified AI inventory in the CMDB, bringing every AI asset into a governed lifecycle.Can the AI Control Tower govern third-party AI models? Yes. The platform is designed to be agnostic, with deep integrations with AWS, Microsoft, and the NVIDIA Enterprise AI Factory, handling orchestration, policy enforcement, and compliance reporting at the application layer.What is the AI "Kill Switch"? It is a real-time security control. If an agent attempts to execute a command beyond its scoped least-privilege permissions, the Control Tower detects the anomaly and can instantly shut the agent down before damage occurs.What licensing tiers are available? ServiceNow structures its AI platform experience into three tiers: Foundation (essential AI basics), Advanced (deeper capabilities for high-value use cases), and Prime (full autonomy, custom agents, and the complete orchestration and governance of the AI Control Tower).How can DSS help with ServiceNow implementation? DSS is an <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/services/servicenow-consulting">official ServiceNow partner</a> offering consulting, implementation, and managed services. Our certified team helps organizations configure and optimize any module across the ServiceNow platform, including the AI Control Tower.

Discover how ServiceNow AI Control Tower helps enterprises govern, secure, and optimize AI agents, models, and workflows from a single unified platform.

Разберете как ServiceNow AI Control Tower помага на организациите да управляват, защитават и оптимизират AI агенти, модели и работни потоци от една платформа.

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Mastering Enterprise AI Governance: A Deep Dive into ServiceNow AI Control Tower

ServiceNow AI Control Tower: Управление и контрол на корпоративния AI

ServiceNow винаги е бил лидер в автоматизацията на работни процеси, но с въвеждането на ServiceNow Now Assist настъпва фундаментална промяна от автоматизация, базирана на правила, към интелигентно подпомагане чрез генеративен AI.Вграден директно в платформата, Now Assist не е просто допълнителен инструмент, а стратегически множител на продуктивността, който създава реална стойност чрез <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/servicenow-roi-calculator">оптимизиране на най-времеемките и скъпи процеси</a> в бизнеса.За организациите, които искат да максимизират възвръщаемостта от инвестицията си в ServiceNow, Now Assist предлага ясен път към:<ul><li>значително спестяване на време</li><li>директно намаляване на разходите</li><li>изключително лесна поддръжка</li></ul><h3>ЧАСТ I: От автоматизация към интелигентно подпомагане</h3>Традиционната автоматизация (чрез скриптове, Flow Designer или Predictive Intelligence) изпълнява предварително зададени стъпки.Генеративният AI е различен, Той:<ul><li>създава съдържание</li><li>обобщава информация</li><li>разбира контекст</li></ul>Това позволява на хората да се фокусират върху:<ul><li>вземане на решения</li><li>емпатия</li><li>стратегия</li></ul>1. Елиминиране на “workflow friction”Най-големият проблем в service management е т.нар. контекстно превключване агентите губят време между различни екрани и системи.Решението:<a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/news/core-itsm-processes-in-servicenow">Now Assist обобщава:</a><ul><li>тикети</li><li>чатове</li><li>история на инциденти</li></ul>в 3 ключови точки:<ul><li>Проблем</li><li>Предприети действия</li><li>Статус</li></ul>Резултатът е, че агентът разбира цялата ситуация за секунди. Компании като BT Group отчитат до 55% намаление на времето за обработка.2. Вграден интелект (Embedded AI)За разлика от външни AI инструменти, Now Assist е част от ServiceNow Now Platform.Това означава директен достъп до:<ul><li><a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/news/service-mapping-vs-discovery-cmdb-best-practices">CMDB</a></li><li>Knowledge Base</li><li>потребителски данни</li><li>история на решения</li></ul>Основните предимства са:<ul><li>по-точни резултати</li><li>контекстуално разбиране</li><li>по-малко грешки</li></ul><h3>ЧАСТ II: Измерими спестявания на време и разходи</h3>Now Assist влияе директно върху ключови показатели като:<ul><li>MTTR (време за решение)</li><li>FCR (решение при първи контакт)</li><li>Cost per Ticket</li></ul>1.<a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/news/core-itsm-processes-in-servicenow"> IT Service Management (ITSM)</a>Обобщаване на инциденти:<ul><li>спестява време при смяна на екипи</li><li>намалява MTTR</li></ul><figure class="image"><img alt="nowassist-clustering.png" src="https://cms.dss.bg/uploads/nowassist_clustering_de93be2854.png" srcset="https://cms.dss.bg/uploads/thumbnail_nowassist_clustering_de93be2854.png 245w, https://cms.dss.bg/uploads/small_nowassist_clustering_de93be2854.png 500w, https://cms.dss.bg/uploads/medium_nowassist_clustering_de93be2854.png 750w, https://cms.dss.bg/uploads/large_nowassist_clustering_de93be2854.png 1000w" sizes="100vw" width="1000"></figure>Създаване на knowledge статии:<ul><li>автоматично генериране от resolved tickets</li><li>подобрява self-service възможностите</li></ul><figure class="image"><img alt="knowleadge-nowassist.png" src="https://cms.dss.bg/uploads/knowleadge_nowassist_3205baa79e.png" srcset="https://cms.dss.bg/uploads/thumbnail_knowleadge_nowassist_3205baa79e.png 245w, https://cms.dss.bg/uploads/small_knowleadge_nowassist_3205baa79e.png 500w, https://cms.dss.bg/uploads/medium_knowleadge_nowassist_3205baa79e.png 750w, https://cms.dss.bg/uploads/large_knowleadge_nowassist_3205baa79e.png 1000w" sizes="100vw" width="1000"></figure>Интелигентно разпределение:<ul><li>анализ на intent и sentiment</li><li>намалява грешното насочване</li></ul>Генериране на отговори:<ul><li>професионално формулирани отговори</li><li>по-бърза комуникация</li></ul><a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/news/servicenow-csm-customer-communities">2. Customer Service Management (CSM)</a><ul><li>обобщаване на клиентски взаимодействия</li><li>по-бързо обслужване</li><li>по-висока удовлетвореност</li></ul>Virtual Agent:<ul><li>преминаване от статични сценарии към интелигентни отговори</li><li>увеличаване на автоматично решените казуси</li></ul><a target="_blank" rel="noopener noreferrer" href="https://dss.bg/news/servicenow-hr-service-delivery-hrsd-revolutionising-hr-processes-for-your-organisation">3. HR Service Delivery (HRSD)</a><ul><li>персонализирани onboarding процеси</li><li>автоматизирани HR отговори</li><li>намаляване на натоварването на HR екипа</li></ul><h3>ЧАСТ III: Предимството при поддръжка и управление</h3>1. Лесна поддръжкаNow Assist е:<ul><li>част от платформата</li><li>без нужда от интеграции</li><li>без отделен AI стек</li><li>Zero Integration: Няма нужда от API management, middleware или синхронизация на данни.</li><li>Автоматични ъпдейти: Всички подобрения идват с ServiceNow release-ите.</li><li>Low-code персонализация: Възможност за създаване на custom AI функционалности без нужда от data science екип.</li></ul>2. Сигурност и доверие. Now Assist осигурява:Защита на данните:<ul><li>данните не се използват за обучение</li><li>сигурни enterprise връзки</li></ul>Compliance:<ul><li>GDPR</li><li>HIPAA</li><li>CCPA</li></ul>AI Guardrails:<ul><li>защита от prompt injection</li><li>филтриране на чувствителни теми</li><li>контрол върху съдържанието</li></ul><h3>ЧАСТ IV: Бъдещето – AI за създатели</h3>1. Now Assist for CreatorПозволява:<ul><li>Text-to-Code: Генериране на код чрез естествен език.</li><li>Text-to-Flow: Автоматично създаване на workflow от описание.</li></ul>Намаляване на разходите:<ul><li>по-малка зависимост от senior разработчици</li><li>по-бърза разработка</li></ul>2. Custom AI SkillsС AI Control Tower организациите могат:<ul><li>да обучават модели върху вътрешни данни</li><li>да автоматизират специфични процеси</li></ul><h3>Заключение: Новата реалност на бизнеса</h3><a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/services/servicenow-consulting">Now Assist превръща ServiceNow </a>в цялостна AI платформа за бизнес трансформация.Основните резултати са:<ul><li>по-малко време за обработка</li><li>по-ниски оперативни разходи</li><li>по-висока ефективност</li><li>минимална поддръжка</li></ul>Въпросът вече не е дали да се използва AI, а как да се внедри най-ефективно.Now Assist предоставя най-бързия, най-сигурния и най-лесния за поддръжка път към реална бизнес стойност от AI.<h3>FAQ</h3>Какво представлява ServiceNow Now Assist? ServiceNow Now Assist е генеративно AI решение, вградено в платформата ServiceNow, което автоматизира задачи чрез обобщаване, генериране на съдържание и интелигентно подпомагане на работните процеси.Как Now Assist подобрява продуктивността? Той намалява ръчната работа чрез автоматично обобщаване на тикети, генериране на отговори и създаване на knowledge статии, което позволява на екипите да се фокусират върху по-важни задачи.Как Now Assist намалява разходите? Чрез по-бързо разрешаване на инциденти, по-добър first contact resolution и по-малко натоварване на агентите, което води до по-ниска цена на обработка на тикет.Сигурен ли е Now Assist за използване в enterprise среда? Да, включва високо ниво на сигурност, контрол върху данните и съответствие с регулации като GDPR.Изисква ли Now Assist сложни интеграции? Не, той е напълно вграден в платформата ServiceNow и не изисква допълнителни външни системи или инфраструктура.Може ли Now Assist да бъде персонализиран? Да, организациите могат да създават custom AI функционалности чрез low-code инструменти според своите бизнес нужди.В кои области се използва най-много Now Assist? Основно в IT Service Management (ITSM), Customer Service Management (CSM), HR Service Delivery (HRSD) и разработка на приложения.Какво е Now Assist for Creator? Това е функционалност, която позволява създаване на код и workflow-и чрез естествен език, което ускорява разработката и намалява разходите.Как Now Assist подобрява обслужването на клиенти? Чрез по-бързи отговори, интелигентни предложения и по-добро разбиране на казусите, което води до по-висока удовлетвореност.Каква е <a target="_blank" rel="noopener noreferrer" href="https://dss.bg/bg/servicenow-roi-calculator">възвръщаемостта от внедряване на Now Assist?</a> Очаква се по-висока ефективност, по-бързи решения, по-ниски разходи и по-добра продуктивност в целия бизнес. &nbsp;

ServiceNow Now Assist uses generative AI to reduce costs, boost productivity and optimize ITSM, CSM and HR workflows with faster resolutions and ROI.

Открий как ServiceNow Now Assist повишава продуктивността, намалява разходите и оптимизира бизнес процесите с генеративен AI.

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ServiceNow Now Assist: Generative AI for Cost Reduction, Productivity & Workflow Automation

ServiceNow Now Assist: Генеративен AI за бизнес ефективност

Unicredit Bulbank partnered with DSS to implement an Optical Character Recognition solution that provides an automated KYC process for the bank's retail users. It is a plug-and-play system that does not require any development effort from our team. It takes a photo of an ID, crops the necessary format, and extracts the relevant information types (name, address, ID number), which is then returned in a machine-readable form. This seamless process is much faster and eliminates the possibility of human errors, resulting in a significantly improved customer experience. We highly recommend DSS's OCR product for easy document digitisation.

Уникредит Булбанк си партнира с DSS за внедряване на решение за оптично разпознаване на символи (OCR), което осигурява автоматизиран KYC процес за клиенти на банката. Това всъщност е plug-and-play система, която не изисква разработка от нашa страна. Решението прави снимка на лична карта, изрязва я в необходимия формат и извлича информация (име, адрес, номер на лична карта), които след това се преобразуват в машинно четим формат. Този процес е много по-бърз и елиминира възможността за човешки грешки, което води до значително подобрено клиентско изживяване. Горещо препоръчваме OCR продукта на DSS за лесно дигитализиране на документи. 

UniCredit Bulbank hat mit DSS zusammengearbeitet, um eine OCR-Lösung zu implementieren, die einen automatisierten KYC-Prozess für Privatkundinnen und -kunden der Bank bereitstellt. Es handelt sich um ein Plug-and-Play-System, das keinerlei Entwicklungsaufwand auf unserer Seite erfordert. Die Lösung erstellt ein Foto eines Ausweisdokuments, schneidet es in das benötigte Format zu und extrahiert die relevanten Informationen (Name, Adresse, Ausweisnummer), die anschließend in einem maschinenlesbaren Format zurückgegeben werden. Dieser nahtlose Prozess ist deutlich schneller und eliminiert die Möglichkeit menschlicher Fehler, was zu einer spürbar besseren Kundenerfahrung führt. Wir empfehlen das OCR-Produkt von DSS nachdrücklich für eine einfache Digitalisierung von Dokumenten.

UniCredit Bulbank s’est associé à DSS pour mettre en œuvre une solution de reconnaissance optique de caractères offrant un processus KYC automatisé pour les clients particuliers de la banque. Il s’agit d’un système plug-and-play qui ne nécessite aucun effort de développement de la part de nos équipes. La solution prend une photo de la pièce d’identité, la recadre au format requis et en extrait les informations pertinentes (nom, adresse, numéro d’identification), qui sont ensuite renvoyées sous forme lisible par machine. Ce processus fluide est beaucoup plus rapide et élimine le risque d’erreurs humaines, ce qui améliore considérablement l’expérience client. Nous recommandons vivement le produit OCR de DSS pour une digitalisation simple des documents.

UniCredit Bulbank se asoció con DSS para implementar una solución de reconocimiento óptico de caracteres que ofrece un proceso KYC automatizado para los usuarios minoristas del banco. Es un sistema plug-and-play que no requiere ningún esfuerzo de desarrollo por parte de nuestro equipo. Toma una foto del documento de identidad, la recorta al formato necesario y extrae la información relevante (nombre, dirección, número de identificación), que luego se devuelve en formato legible por máquina. Este proceso fluido es mucho más rápido y elimina la posibilidad de errores humanos, lo que se traduce en una experiencia del cliente significativamente mejorada. Recomendamos encarecidamente el producto OCR de DSS para una digitalización sencilla de documentos.

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