ServiceNow has revealed that its internal deployment of AI agents has already generated an impressive $350 million in value, highlighting the transformative potential of AI in enterprise operations. Speaking on CNBC, Amit Zavery, the company’s President, Chief Product Officer, and Chief Operating Officer, emphasised that their success with internal AI is mirrored in their customers’ experiences, citing companies like BT and AstraZeneca who are leveraging AI to improve supply chain and procurement processes.
This productivity and efficiency boost stems not from overhauling existing systems but from ServiceNow’s strategic approach of refining workflows across the business and integrating AI capabilities seamlessly. The company’s Control Tower platform plays a central role, offering a unified view across enterprise systems while allowing the deployment and monitoring of AI agents that automate workflows across front, middle, and back-office functions. Internally, ServiceNow has effectively utilised this platform, allowing it to unlock substantial operational gains without disrupting core systems.
The $350 million value figure aligns closely with other reports that ServiceNow’s AI deployments have freed up about 3 million employee hours, equating to approximately $325 million in annualised value. For example, the company cites a finance support team that dramatically cut response times for employee queries from four days to just eight seconds thanks to AI assistance, illustrating tangible improvements in service delivery and responsiveness.
ServiceNow’s confidence in AI’s role in job transformation is also notable. Zavery acknowledged concerns about potential job losses but pointed to the creation of entirely new roles such as prompt engineers and AI specialists, which have emerged alongside AI advancements. The company’s RiseUp programme underpins this vision, aiming to skill one million people on the ServiceNow platform by the end of 2024. Having already trained over 400,000 individuals, this initiative reflects ServiceNow’s investment in workforce development to keep pace with AI-driven changes.
Further demonstrating its commitment to AI, ServiceNow recently announced its acquisition of Moveworks, a Silicon Valley AI assistant specialist, for $2.85 billion. This move, the largest acquisition in the company’s history, aims to deepen its AI capabilities and expand its reach across enterprise employee support, with Moveworks already serving over 350 large enterprises.
ServiceNow is also enhancing its Now Platform with new generative AI technologies designed to boost productivity. Features such as knowledge article generation, post-call summarisation, and alert group simplification are intended to help agents and specialists focus on higher-value, complex problem-solving tasks. Additionally, new portfolio enhancements including an AI Agent Orchestrator and thousands of pre-built AI agents will be rolled out to Enterprise Plus customers at no extra charge, easing adoption challenges and promoting widespread AI integration.
Comparatively, other enterprise tech leaders are pursuing similar paths. Salesforce has been investing heavily in internal AI-driven reskilling, redeploying thousands of employees into new roles and focusing on adapting its workforce rather than reducing it. Google and Microsoft have also reported significant AI adoption internally, with Google noting AI completes 10% of its workload and Microsoft deploying thousands of AI agents.
Collectively, these developments underscore a broader industry trend where AI is not only enhancing productivity and operational efficiency but also reshaping the workforce by creating new job categories and necessitating ongoing skill development. ServiceNow’s achievements and strategic moves, including its significant AI investment and workforce upskilling programmes, position it as a prominent player in this evolving landscape, balancing innovation with careful attention to employment impacts.
Source: Noah Wire Services
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