ServiceNow Enhances AI Solutions by Leveraging Platform Data

ServiceNow is capitalizing on the data within its own platform to enhance its generative AI solutions, providing significant advantages for business-centric model development. This approach is helping to build more effective models by using relevant data, a crucial element for successful AI implementation.

Chris Bedi, CIO of ServiceNow, emphasizes the importance of creating practical experiences to enhance productivity. “A model is only as good as the platform it’s part of. If it's not integrated with a workflow, what's the point?” Bedi shared with TechCrunch.

According to Brent Leary, founder and principal analyst at CRM Essentials, ServiceNow’s generative AI focus is on practical applications like workflow creation, optimization, and integration. This strategy impacts multiple departments and platforms.

ServiceNow's generative AI capabilities are divided into three main areas:

1. Systematic Request Handling: Helping users get faster answers, whether they are customers, suppliers, or employees.

2. Agent Assistance: Enhancing productivity for HR, IT, and customer service agents by automating repetitive tasks.

3. Innovation Acceleration: Enabling new levels of automation, such as text-to-code and text-to-automated workflows, and even turning diagrams into workflows.

Holger Mueller, an analyst at Constellation Research, notes that ServiceNow's AI strategy involves a mix of building, buying, and partnering. This diverse approach helps meet the varied AI needs of their customers, including partnerships with companies like Nvidia and Microsoft.

ServiceNow also addresses the different levels of AI readiness among its customers, offering solutions that range from in-house development to collaborations with ISVs and MSPs.

Financial analyst Arjun Bhatia from William Blair highlights the strong demand for ServiceNow's new AI capabilities, noting that customers are willing to invest in these advanced solutions. The company's AI efforts have seen minimal pushback on pricing, indicating perceived value.

IDC analyst Stephen Elliot points out that ServiceNow's investment in AI over the past five years is yielding positive results for customers, particularly in areas like ticket deflection and improved customer experiences with virtual agents.

Bedi envisions a future where AI significantly transforms business processes. “Current AI technology improves existing workflows, but the real excitement lies in redefining processes entirely with AI,” he said.

ServiceNow has also introduced an AI platform called AI Control Tower, providing a unified experience for developers. This platform allows engineers to choose their preferred models while managing them like any other IT asset.

Jeremy Barnes, VP of AI product at ServiceNow, believes this comprehensive approach will help customers become more AI-focused. “We’re reimagining every aspect of how work gets done with generative AI, enabling higher-level tasks and better human-AI collaboration,” he said.