ServiceNow harnesses platform data for innovative GenAI solutions
CALIFORNIA, UNITED STATES — ServiceNow, a pioneer in adopting generative AI, is leveraging the data within its platform to develop business-centric models that aim to improve work efficiency.
In an interview with TechCrunch, ServiceNow CIO Chris Bedi said that their focus is on creating practical experiences that help people get work done more efficiently.
“I’m a firm believer that a model is only as good as the platform. If it’s part of a great model, but it’s not attached to an experience, not attached to a workflow, what’s the point?” Bedi emphasized.
Integrating AI into core workflows
ServiceNow’s generative AI capabilities are integrated into all workflows, divided into three main areas:
- Request handling: Streamlining responses to requests from customers, suppliers, or employees to provide faster answers.
- Agent productivity: Enhancing the productivity of HR, IT, and customer service agents by automating repetitive tasks.
- Innovative automation: Exploring new automation possibilities such as text-to-code conversion and transforming images into workflows.
Brent Leary, founder and principal analyst at CRM Essentials, noted, “ServiceNow’s focus on building their own full-stack generative AI platform gives them the ability to aim their efforts on workflow creation, optimization, and integration.”
Unique AI strategy: Build, buy, partner
ServiceNow employs a unique AI strategy that combines building, buying, and partnering to meet diverse customer needs. Holger Mueller, an analyst at Constellation Research, highlighted the importance of this approach.
“ServiceNow customers have a wide range of AI partnerships, and they want ServiceNow to leverage and cohabitate with them,” he said.
The company collaborates with AI giants like Nvidia and Microsoft while also developing its own AI automation capabilities.
Strong market demand, customer satisfaction
Financial analyst Arjun Bhatia from William Blair noted strong demand for ServiceNow’s new AI capabilities, indicating that customers are willing to invest.
“While it is still early, ServiceNow highlighted strong demand trends for its new Pro-Plus SKUs as enterprises look for ways to invest in gen AI,” Bhatia wrote.
IDC analyst Stephen Elliot reported positive feedback from customers using ServiceNow’s AI solutions.
“Customers I have spoken with that are using Now Assist say early results look very positive with business returns around ticket deflection, knowledge base summarization, and improved customer experiences with virtual agents,” Elliot said.
Future of AI in work processes
Bedi envisions a future where AI revolutionizes work processes, moving from incremental improvements to entirely new, AI-driven workflows.
“Mode two would be saying, if we were to start with a blank sheet of paper, what work would go to the machines, and what work would be left, and what interesting work could we have the human still do?” he explained.
Internal AI applications
ServiceNow also utilizes AI internally with its AI platform, AI Control Tower, which provides a unified experience for developers. This platform allows engineers to choose models freely while ensuring operational resilience and measuring model effectiveness.
Jeremy Barnes, VP of AI product at ServiceNow, emphasized the comprehensive approach to AI adoption, focusing on reimagining work processes and enhancing collaboration between AI and humans.
ServiceNow’s generative AI solutions, powered by the data on its platform, are setting new standards in workflow optimization and business efficiency.
With a strategic blend of building, buying, and partnering, the company is well-positioned to meet its customers’ evolving needs and drive the future of AI in business operations.
