Agentic AI is transforming how businesses enhance productivity, with real results being seen by early adopters. Paul Smith from ServiceNow highlights that companies using agentic AI are improving efficiency by up to 40%. For example, BT has reduced customer service call resolutions by 55% using ServiceNow’s platform. Internally, ServiceNow has launched over 100 AI projects, saving $325 million annually. The importance of India’s engineering team, contributing significantly to AI research, is also emphasized. ServiceNow’s unified platform strategy streamlines operations, making processes faster and more efficient. Their upcoming acquisition of Moveworks, an AI-focused company, further supports their commitment to leading in enterprise automation. Overall, agentic AI is becoming a core component of business innovation and efficiency.
Agentic AI: A Game Changer for Business Productivity
In recent months, the term “agentic AI” has gone from being just a trend to a significant driver of change for businesses. Paul Smith, the president of global customer and field operations at ServiceNow, emphasizes that agentic AI is more than just a buzzword—it’s delivering real results. Companies using this technology are reporting impressive efficiency gains of up to 40%.
For instance, BT, a major telecom company partly owned by Airtel, has leveraged ServiceNow’s Now Assist platform to speed up customer service calls by 55%. This showcases how agentic AI can help businesses operate more efficiently while improving customer satisfaction.
ServiceNow itself has fully embraced AI in its operations, running over 100 AI projects that have saved the company $325 million annually. One remarkable example is its finance help desk, which reduced query response times from four days to just eight seconds using AI. This efficiency boost allows ServiceNow to assign its finance staff to more strategic tasks instead of layoffs.
How India is Impacting Agentic AI
India plays a crucial role in ServiceNow’s AI advancements. Paul Smith mentions that one in every five ServiceNow employees is based in India, with 85% of them working in research and development. Over the past three years, India’s engineering team has grown an average of 25% annually, making it a key player in shaping the future of enterprise automation.
ServiceNow’s latest release, named Yokohama, showcases several AI-driven innovations that aim to streamline processes even further. With monthly updates now in place, the company is committed to continuous improvement and innovation.
The Power of a Unified Platform
A core aspect of ServiceNow’s success lies in its unified platform, which integrates various business functions. Smith explains that this single-platform architecture has saved clients over three million hours. For example, Visa has improved its credit card dispute resolution time by 30% using ServiceNow’s solutions.
Furthermore, the Agent Control Tower feature has generated excitement among clients in India. This tool helps manage various AI agents used across enterprises, ensuring seamless operations and better decision-making.
Looking Ahead
ServiceNow is not just stopping at AI; the company is also eyeing the customer relationship management (CRM) sector. Smith points out that despite decades of CRM development, many companies still lack true transformation. ServiceNow is developing solutions in partnership with leading automakers to improve warranty management, among other areas.
Additionally, ServiceNow is in the process of acquiring Moveworks, an AI-first company. This merger is expected to enhance the capabilities of both firms, providing clients with even more advanced solutions.
In summary, agentic AI is significantly revolutionizing how businesses operate, with India playing an essential role in this transformation. Companies embracing this technology can expect not only improved productivity but also better customer experiences. As ServiceNow continues to innovate, the future of enterprise automation looks promising.
Tags: Agentic AI, ServiceNow, Business Productivity, AI Innovations, Enterprise Automation
FAQ about ServiceNow India’s R&D and Engineering Focus
1. Why does ServiceNow focus so much on R&D and Engineering in India?
ServiceNow sees India as a key place for talent and innovation. With 85% of its resources in R&D and Engineering, the company aims to develop new technologies and solutions more efficiently.
2. What roles are available in the R&D and Engineering teams?
There are many roles like software developers, data scientists, UX designers, and product managers. These positions help build and improve ServiceNow’s products.
3. How does working in R&D and Engineering benefit employees at ServiceNow?
Employees in R&D and Engineering get to work on cutting-edge projects, expand their skills, and be part of a creative environment. This encourages career growth and personal development.
4. What kind of projects do the R&D and Engineering teams work on?
The teams work on a variety of projects, like developing new software features, enhancing security measures, and improving user experience. The goal is to make ServiceNow’s platform more effective and user-friendly.
5. How can I apply for a job in R&D and Engineering at ServiceNow?
You can visit the ServiceNow careers page to search for job openings in R&D and Engineering. Make sure to prepare a good resume and highlight any relevant skills and experiences.