Key takeaways from Knowledge23

As the world becomes increasingly reliant on Artificial Intelligence (AI), ServiceNow recognizes its vital role in shaping the future. ServiceNow is committed to staying at the forefront of AI innovation and providing businesses with the necessary tools to succeed in the rapidly evolving landscape.

We're excited to share some pivotal insights into the exciting future of AI and ServiceNow! From breaking silos between IT and businesses to the potential of Generative AI and the emergence of low-code/no-code apps.

Now, let's explore the key points in detail:

1. AI is a game-changing topic for the next 18 months as well as a critical point for ServiceNow. IT and the business need to collaborate to embrace AI instead of working in silos.
2. Generative AI offers powerful capabilities, but its effective implementation requires expertise, proper architecture, and high-quality data.
3. Limitations of Generative AI include latency, hallucination, lack of enterprise-ready models, and computational cost.
4. Kickstarting the Generative AI journey involves defining objectives, experimenting, evaluating metrics, designing the architecture, implementing governance, and driving enablement.
5. Enabling citizen developers and promoting low-code/no-code apps can save time, strengthen collaboration, and foster a culture of innovation.
6. The future of the employee portal involves enhancing personalized, intelligent, and social experiences while leveraging AI capabilities.
7. Purpose-built AI should deliver greater business value, provide ambient AI accessible to everyone, and ensure trust, governance, privacy, and transparency.
8. ServiceNow's AI capabilities include conversational intelligence, search intelligence, predictive/task intelligence, document intelligence, analytics intelligence, and operations intelligence.
9. Future releases of ServiceNow will focus on engaging interactions, complete self-service, improved agent productivity, and Generative AI integrations.
10. NowAssist is a new product that empowers users with contextual assistance and leverages comprehensive data for personalized and reliable AI-powered workflows.

In conclusion, ServiceNow recognizes the significance of AI in the current landscape and envisions a future where Generative AI plays a central role. By addressing the limitations, fostering collaboration, and delivering purpose-built AI solutions, ServiceNow aims to provide businesses with the tools they need to thrive in the era of AI.