ServiceNow, a leading cloud-based software company, is betting big on generative artificial intelligence (AI) to revolutionize its products and enhance the efficiency of its workforce. Chris Bedi, Chief Customer Officer of ServiceNow, emphasizes the company’s commitment to integrating AI across all departments, ensuring that every aspect of the business benefits from this technological advancement.
AI Integration Across the Organization
ServiceNow has mandated that every department develop an AI roadmap, leading to the implementation of over 25 generative AI use cases. These use cases span various functions including software engineering, HR, customer service, marketing, sales, and financing. Bedi highlights that 84% of the company’s workforce is now using AI daily, demonstrating the widespread adoption and impact of these technologies.
Quantifying the Impact
The scale of AI’s impact at ServiceNow is substantial. Bedi provides some insights into the effectiveness of these AI initiatives:
- High Impact: 8 to 10 use cases
- Medium Impact: 5 use cases
- Lower Impact: The remaining use cases
Generative AI has notably eased workloads, performing tasks equivalent to 50 full-time employees on an annualized basis within just four months. Software engineers have seen performance improvements ranging from 5% to 8%, while customer support experienced a 10% reduction in incoming work.
Leadership and Workforce Adaptation
Bedi underscores the importance of leadership in managing this rapid transformation. The message from the top is clear: AI is not a job replacement but a tool to enhance job performance and reduce manual toil. This approach has been positively received, with 70% of employees finding the new generative AI summarization tools useful for their roles.
Evolving Roles and Responsibilities
Bedi’s own role within ServiceNow has evolved due to the AI boom. Originally serving as Chief Digital Information Officer, he transitioned to Chief Customer Officer to focus entirely on ensuring customers maximize the platform’s potential. This shift reflects the company’s strategic emphasis on customer engagement and satisfaction.
AI’s Role in ServiceNow’s Growth
ServiceNow’s strategic AI investments have contributed to its entry into the Fortune 500 for the first time in 2023. The company has introduced new generative AI capabilities, such as the integration of ServiceNow Now Assist and Microsoft Copilot. These tools enable users in Microsoft Teams to interact with AI assistants, enhancing workplace efficiency.
Despite these advancements, ServiceNow has asked Wall Street for patience regarding immediate top-line growth from the new AI products. The company maintains its 2026 sales outlook of $15 billion in subscription revenue, indicating a cautious but confident approach to long-term growth.
Future Outlook
Bedi envisions a future where generative AI is an integral part of everyday work, making it unthinkable to operate without it. He believes that as businesses continue to adopt AI, its transformative effects will become increasingly evident.
In conclusion, ServiceNow’s strategic focus on AI integration under the leadership of Chris Bedi highlights the company’s commitment to innovation and efficiency. By leveraging AI, ServiceNow aims to stay ahead in a dynamic tech landscape, enhancing both its product offerings and workforce capabilities.