Hello Folks,
As a platform Architect, I have spent last 6 months running rigorous demos on now assists, Ai agents, designing use cases, building proof of concepts and even half a dozens client initiatives kick off with Now assist and few AI agents. What started as curiosity on these topics has evolved into a serious C-suite conversations especially on AI Maturity , governance and enterprise readiness. Almost all of my interactions with clients ends up touching these points. So, I thoughts of writing down my reflections after these 180 Days on Ground and share my thoughts with you all .
What I have seen/observed in My Journey?
1. All this AI Demos that sparked excitement in every sessions
Whenever we show our use cases ex: Incident summarization, knowledge suggestions, and War room action extraction (one of our AI agent) consistently created "Wow Moments". in this discussion room. Clients are excited to see what use to take a lot of efforts was reduced in seconds.. It is always good to see some time savings and analyst productivity are getting improved from production standpoint.
2. Use case discovery workshops
Moving beyond features & Demo's, I engaged with client teams to identify their highest-value AI opportunities which ranges from "vendor onboarding in retail space" to "plant incident response in manufacturing". I n this conversation, i noticed an exciting shift in narrative, clients are no longer asking “What can AI do?” instead their ask are “What can AI do for us?”. this Mindshift is critical because it transforms AI from being seen as strategic enabler for business transformation.
3. Proof of Concepts That Built Confidence
PoCs - Proof of concepts became the bridge between vision and reality. Clients wanted to see Now Assist and AI Agents in action in solving their data, their processes, their workflows. These controlled pilots delivered a measurable outcomes, helping leaders validate value quickly and and built momentum needed for scaling.
4. Client Kick-Offs That Marked Commitment
Several engagements successfully progressed from demo rooms to formal project kick-offs. This transition was more than a just a milestone and the clearest signal that enterprises are ready to move from exploration to execution. When client commit to execution, it shows that AI has moved from "interesting experiment" to "Strategic investment "
I would like to share our Insights from these CXO AI Workshops
During CXO knowledge sessions, the conversations took on a distinctly different tone. leaders were not just exploring "Features", they were asking strategic question on now assist and roadmaps. few question are below,
- On Maturity stand point, “Are we mature enough for AI? How do we move from experimentation to enterprise scale?”
- On Governance, Leaders emphasized on trust, auditability, and responsible use. AI without governance was considered a non-starter.
- On ROI & Value , The ultimate question asked was “Are we solving a real problem, or are we shooting a bird with a cannon?”
this shift shows, with Now Assist and AI agents, enterprise are not just automating tasks, but they are reimagining workflows across enterprises and business functions.
As i conclude, after 6 months of demos, use case workshops, POC and client kick Off, My biggest learnings are Now Assist and AI Agents are not just demo features and they are becoming enterprise expectations. As i stated earlier,
• The spark comes from the demos.
• The confidence comes from the PoCs.
• The commitment comes from the client kick-offs.
And the true measure of success will be only when AI on ServiceNow becomes a trusted, governed co-pilot integrated in production, scaled responsibly, and delivering measurable ROI.
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