The biggest challenges of generative AI adoption are human, not technical

Ever since ChatGPT launched generative AI (GenAI) into the mainstream, enterprises have been investigating how the technology can help them work faster and smarter. Now, many are taking the next step, moving GenAI from research to production.

The biggest challenges of GenAI adoption are human, not technical, according to an EMA study, prepared for ServiceNow, on how GenAI will help organizations redefine IT service.

Enterprises need organizationwide guardrails to mitigate GenAI risks, along with clearly established roles and responsibilities for introducing the technology into production. This involves policies and processes that span the entire GenAI lifecycle, from planning, to bias detection, to human-in-the-loop reviews, to governance boards, to employee training and ongoing fact checking.

Scaling GenAI governance

Organizations are starting to step up GenAI governance, according to the EMA study. But they’re struggling with how to scale governance processes as GenAI becomes ubiquitous across the enterprise.

While a human-powered approach may be the initial strategy, long-term success requires an automated platform that combines the human element with structured, end-to-end processes. Consider:

• GenAI implementation is a team sport. It involves more than a centralized risk team implementing controls, chasing noncompliances, and carrying out audits. GenAI touches virtually every aspect of the organization, including product management, engineering, user experience, data governance, security, and legal. Enterprises need to connect stakeholders across the business and break down organizational barriers to succeed.
• GenAI is dynamic. As the number of use cases explodes across an enterprise, it becomes increasingly clear that putting a specific capability into production isn’t a one-and-done activity. Capabilities are evolving quickly, so they need to be continuously monitored for emerging issues such as hallucinations, bias, and toxic content.

Organizations need a robust framework for tracking and managing GenAI in production. They must also quickly review, update, and implement policies to keep pace with a continuously evolving regulatory landscape with hundreds of local and regional AI regulations.

Without an automated, enterprisewide approach, organizations may create a paralyzing tension between accelerating GenAI innovation and managing risk. They may also face strong headwinds when trying to put GenAI to work, reducing impact and delaying benefits—ultimately putting them at a disadvantage against more agile competitors.

Empowering fast innovation and risk management

At ServiceNow, we hear these concerns from our customers every day. That’s why we’re working to ensure GenAI governance on the ServiceNow platform. By automating end-to-end GenAI governance processes and connecting GenAI stakeholders, the platform helps break down organizational barriers, lower GenAI risk, and scale GenAI adoption.

We’re committed to delivering GenAI capabilities that customers can use with confidence. As a longtime leader in responsible AI, we employ robust governance processes and AI policies so that we don’t place businesses at risk.

This includes how we develop and test software and large language models (LLMs), how we maximize reliability and minimize bias, and how we address data security and privacy concerns. Our Now Assist GenAI experiences are designed to deliver immediate value by enhancing the ServiceNow workflows customers already use today.

We continue to invest in platform capabilities that further increase organizations’ confidence in ServiceNow GenAI. One example is Now Assist Guardian, which monitors GenAI interactions in real time to intercept offensive content, mitigate security vulnerabilities, and help prevent the exposure of sensitive information.

Assessing the bottom line

As enterprises increase adoption of GenAI with the help of IT leaders, they need robust governance processes that span the entire GenAI lifecycle and bring together stakeholders from across the organization. Human-powered processes aren’t enough—they don’t scale and can’t keep up with the rapidly evolving, dynamic nature of GenAI.

ServiceNow understands this and is on a mission to help organizations accelerate GenAI adoption while effectively managing risk. It's an important part of our commitment to empowering customers with responsible, trusted GenAI—unlocking the technology’s potential to make the world work better for everyone.

Gain more insights in the complimentary EMA study.