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Enterprise Platform Engineering & Operations (EPEO) is responsible for the engineering, implementation, and support of IT infrastructure solutions within Ford.  The Workplace Tech Customer Experience (CX) team seeks to improve the tech experience that employees, our customers, are provided at Ford.  

We drive the strategic vision of CX within IT, measure customer sentiment, and design integrated tech experiences by bringing IT Service Lines together to solve customer problems and develop value-driven communications as the voice of IT to our customers. 

Ford is streamlining the employee tech experience and transitioning to ServiceNow, the leading platform for IT services. This move will enhance our ability to provide efficient and effective assistance to our users. 

As part of this transition, we're migrating our current enterprise chatbot, "Blu," to the ServiceNow Virtual Agent (NLU). We will continuously improve the Chat experience in 2025 and onward, specifically exploring options for an LLM chat experience. 

With over 130,000 users relying on our IT resources and thousands of contacts to our service desk every month, this transition is a significant step towards improving the overall IT experience for everyone at Ford.