Naturally, Bedi opines that integrating features within a single program is advantageous. He mentions that other Chief Information Officers (CIOs) are expressing a preference for “re-platforming.” However, he personally seeks a simpler approach and is uninterested in those options.
Leveraging Artificial Intelligence in Practice
ServiceNow utilizes its Then Platform internally while also offering it to external businesses. With the industry evolving rapidly, Bedi took the lead in implementing new conceptual AI features as the initial client, albeit only in recent weeks.
The enhancements in user experience and operational efficiency stem from leveraging conceptual AI to provide self-service access to troubleshooting tools. Bedi highlights that he and the company have already leveraged the Then Platform’s latest capabilities to enhance services for customers and employees, boost agent productivity, and drive digital transformation.
Bedi emphasizes that conceptual AI offers distinct advantages over previous generations of automated tools by focusing on understanding human intent more effectively. This results in swift access to relevant information from knowledge base articles.
When discussing boosting “agent” productivity, Bedi refers broadly to HR personnel, IT helpdesk staff, customer service representatives, and sales teams. He underscores the value of relational AI in navigating extensive documentation to find solutions efficiently.
“We have indexed all our marketing content and product manuals,” utilizing a single comprehensive language model (LLM). The objective is to cultivate highly knowledgeable sales representatives promptly. Bedi notes a steady increase in the adoption of such tools on a weekly basis.
