The keynote today focused on the latest developments to support Agentic AI across the platform, including the announcement of a new acquisition and product offering.
➡️ The following are some highlights:
- ServiceNow continues to invest in and advance the platform capabilities around the three key enablers of AI: Agents, Workflows and Data. The biggest news was the announcement of a new acquisition of world to provide data discovery and governance.
- They also announced the Core Business Suite, continuing the evolution of ServiceNow to become the single portal for any type of request.
- Beyond the announcements, the most interesting part of the keynote and the conference is hearing how ServiceNow and their customers are using the platform to implement AI.
- We’re seeing an AI maturity curve developing across clients as they become more comfortable with different use cases. Thanks to the prevalence of ChatGPT in our daily lives, most companies have grown comfortable with the Now Assist GenAI use cases to enable agents and employees in their daily activities.
- Now Assist for voice replacing promises to replace frustrating current day voice IVR’s with intelligent AI enabled voice-based self-service.
- ServiceNow now offers pre-built agents for every IT product. This includes AI agents for recognizing and acting on security threats, such as detecting and deleting phishing emails, or updating firewall rules to address a threat.
- In HR AI agents can automate the process of requesting, collecting and aggregating performance feedback.
- The next generation of AI agents promises to automate end-to-end workflows across platforms, creating a truly digital workforce to autonomously turn insights into actions and outcomes.
- Ritu Jyoti from IDC advised that companies avoid trying to boil the ocean by applying AI to every possible use case but instead focus on the use cases that provide the greatest value from AI.
- I agree with this perspective – with the caveat that companies will focus on the use cases which provide the greatest value – for the least amount of perceived risk. Just as companies took some time to get comfortable with GenAI, they will embrace Agentic AI incrementally as they grow trust through proven outcomes.