We have implemented several ServiceNow Now Assist capabilities, including Incident Summarization, Resolution Notes Generation, Chat Summarization, and Email Recommendation and 4 cumstom AI agents.
As part of our AI Productivity Reporting initiative, we are looking to gain greater visibility into:
- AI adoption and utilization
- Productivity benefits and time savings
- Business value realization
- Cost savings and ROI
- Potential FTE (engineer effort) optimization opportunities
We are performing a detailed analysis of AI usage, time saved, and business outcomes, and the findings will be incorporated into future SDR reporting.
I would appreciate insights from organizations that have already deployed Now Assist:
- Have you observed measurable reductions in engineer effort (FTE equivalent savings) after implementation?
- Were you able to avoid additional hiring or reallocate resources to higher-value activities?
- How did you calculate productivity gains, time savings, and business value?
- What metrics and reporting approaches were most effective in demonstrating ROI and cost savings to leadership?
- Have any organizations translated these productivity gains into actual FTE reductions or workforce optimization initiatives?
Any real-world examples, lessons learned, benchmarks, or reporting templates would be greatly appreciated. Thank you.
