ServiceNow, a cloud-based software company, is heavily investing in generative artificial intelligence to transform its business and workforce. The company has implemented over 25 AI use cases, with 84% of its workforce using the technology daily. AI has already shown significant benefits, including easing workloads and improving performance. For instance, AI has taken over the workload equivalent to 50 full-time employees, and software engineers have seen a 5-8% performance improvement.
In an effort to get the business up to speed, every department was mandated to develop an AI roadmap, and pilots were conducted last year. The company’s Chief Customer Officer, Chris Bedi, believes that AI will become an essential tool for businesses, and ServiceNow is leading the way. Bedi says that AI is not replacing jobs, but rather helping employees do their jobs better and reducing manual labor.
The infusion of AI has also led to changes in leadership roles, with Bedi taking on a new role focused on helping customers get the most out of the platform. The company’s new AI capabilities, including the integration of two generative AI assistants, are expected to bring significant growth. However, ServiceNow has asked for patience from Wall Street, as the company expects it will take time to see the full impact of its AI investments.
