SERVICENOW
“ We are AI native, not AI added on,” Damien explains.“ That means our AI is built directly into the workflows. It’ s not a sidecar, it’ s an engine.”
When AI is baked into the platform from the ground up, users don’ t have to juggle multiple interfaces or deal with clunky integrations.
ServiceNow also uses its own product internally. Its portal, My ServiceNow, combines its proprietary large language model( LLM), alongside external models like ChatGPT and Claude to provide personalised support for employees.
Damien mentions the company has seen dramatic improvements in case resolution times and team productivity.
The company now showcases these internal implementations at conferences through its“ Now on Now” programme – proof to build customer confidence from willing to bet its own productivity on the technology it’ s selling.
Success stories learnt from the early adopters Damien points to enterprise organisations in highly regulated industries that are making AI work for them most effectively – financial services, government, healthcare – places where automation and governance aren’ t nice-to-haves but absolute requirements.
10 servicenow. com