Special report: Putting GenAI to work in the enterprise

  • About ServiceNow
  • AI and Automation
  • Laura LeBleu
  • 2023
September 07, 2023

Put GenAI to work: 2 workers looking at graphs and data on 2 computer monitors

Generative AI (GenAI) is on track to be the most powerful technology of our time. As such, it’s created quite a buzz.

“Generative AI has awakened people's imagination for AI,” explains ServiceNow Chief Digital Information Officer Chris Bedi. “AI has been around for a long time. People use machine learning models, but they couldn't feel and touch it like generative AI. That's why it's very exciting now.”

To help people better understand what GenAI can do and, more importantly, how it can be used in the enterprise, ServiceNow created a GenAI special report.

An entirely new way of working

The possibilities of GenAI in the enterprise are seemingly limitless. When implemented on an intelligent platform, the technology can make every person, process, system, industry—everything—work better.

Brian Solis, head of global innovation at ServiceNow, believes GenAI will power a new era of business growth, along with an entirely new way of working. The question many business leaders are asking is, “How, exactly, do I get started?” The short answer is, with the right platform.

A safe, sane approach

AI-powered assistants delivered on an intelligent platform can empower people to be exponentially more productive. But to implement GenAI in a way that’s secure, business leaders must understand the data upon which GenAI bases its actions and recommendations.

Yoshua Bengio is one of AI’s pioneers. A leading machine learning scientist and winner of the 2018 Association for Computing Machinery A.M. Turing Award, he explains how organizations can deploy GenAI tools in a way that’s transparent, responsible, and auditable.

A continuing topic is how and when governments should move to regulate the AI industry. The EU’s Artificial Intelligence Act provides the most ambitious governance framework to date.

The GenAI-human partnership

Open-access, open-governance large language models (LLMs) are sure to affect the way software is developed. A conversation between Nicolas Chapados, vice president of research at ServiceNow, and Jeff Boudier, head of product and growth at AI startup Hugging Face, provides fascinating insight into how GenAI is democratizing code. This makes it possible for people of all skill levels to develop applications—no technical experience necessary.

Forget the old “robots are coming to replace us” narrative. To tap into the full potential of GenAI, humans need to stay in the loop, as Hal Gregersen, senior lecturer for work and organization studies at the MIT Sloan School of Management, emphasizes. Business innovation requires a strong partnership between humans and AI, he says.

ServiceNow has long been a leader when it comes to integrating AI into our products. Discover how we help organizations put GenAI to work.

© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


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