This week was the ServiceNow Dallas World Forum. For those unable to make it, here are the key highlights!
The Keynote and Sessions
Once again, ServiceNow did a stellar job with keynotes, sessions, and networking opportunities across the day. Erica Volini, SVP, Global Partnerships, and Nick Tzitzon, Global Executive Committee, co-hosted the keynote with great client stories from Chris Akeroyd EVP & CIO, Children’s Health, and Zephanie Hardy EVP Employee Technology Experience U.S. Bank. The focus was ServiceNow as the AI Enterprise Platform and:
The promise of NowAssist and the reality of when AI is embedded in IT, Customer, and HR workflows it can improve productivity, customer satisfaction, and insight and can impact revenue.
RaptorDB brings significant performance improvements – particularly for those organizations that have grown over time with ServiceNow and have large datasets. It is a hybrid transactional and analytic processing (HTAP) database.
Industry Workflows are to be infused with AI – a strong commitment from ServiceNow – thus improving business processes within AI throughout your organizations.
The break-out sessions were rich in client stories within specific industry client workflows in energy, telecom, financial services, and more. The sessions almost always included an AI angle to the day.
From the Floor & At the Booth
Astrica was born in the AI era and has a laser focus on AI within ServiceNow. As such, our booth saw a congregation of customers asking a range of questions surrounding AI. There was widespread acknowledgment from all corners of the floor that it is the early days of AI and things were all still being figured out. Yet there was palatable excitement about ServiceNow’s Now Assist other AI capabilities - but questions abounded on exactly when, where, and how to get started. The questions were less on the technical details and more on how to manage the entire process. With our AI-native roots showing, here is what we heard most from customers and some quick responses we gave.
💬How do I tie what AI ServiceNow is offering me with other AI initiatives at my firm?
We suggest starting with the formation of an overall “AI landscape” picture. Of course, this requires some reconnaissance and digging into what is going on in your firm – then putting ServiceNow on the map of all other AI initiatives. Why? For context for others and most importantly to demonstrate ServiceNow is a critical AI Platform for your organization and does not get left behind.
💬How do I prepare my data for NowAssist?
Now Assist, like most AI, works off data and will continuously train off data. Start first by ensuring you have a full catalog of Knowledge articles, usage stats, most popular inquiries and responses along with survey results on article helpfulness. This can give you a birds-eye view of the most helpful data.
💬What should I be tracking to know if I’m having success?
Defining a set of KPI’s for success is key to knowing if the needle is moving. Best ones to start with? Trending of # of inbound inquiries, use of Assist Agent, results of resolution, time to close. Then once implemented you can see the impact. Don’t be surprised if you must get the noise out of the system before you start seeing improvement in the KPI’s. This can also help start a model to help justify any increase in licensing costs.
💬How do I know if my AI output is of high quality?
Close initial oversight is key when rolling out. We typically recommend (if possible) rolling out NowAssist in a staged fashion to learn and revise as you go. This allows the opportunity of reviewing output and tuning. After that, some frequency of satisfaction on self-serve with NowAssist to users will help with continuous improvement. But watch for over-surveying.
💬Should I do a POC First?
Of course, this is always desirable, and possibly doable in a sub-prod environment. This can help gain comfort, learn, and substitute for a staged rollout – particularly if a subset of users can use it for a month or so to work the kinks out and learn.
💬What else do I need to watch out for?
Setting up a governance model, a communication model and a committee to keep improving and be the liaison with other AI initiatives at your firm is key.
Psst...
Astrica is a women-owned and led firm and is an expert in ServiceNow, AI, and maximizing the returns of your organization with ServiceNow. Contact us to learn about our 3-6 week AI Value Amplification Clinic (AI-VAC), which gives a roadmap + a POC to help plan and also get immediate results with ServiceNow AI solutions.