Struggling to Find a Practical Use Case for Generative AI in ServiceNow? Start Here.

[Jamie L Douglas]

There’s a lot of hype around Generative AI in ServiceNow right now. Customers are excited—but often stuck when it comes to identifying meaningful use cases that go beyond the buzzwords.

Today, in a session with a customer, we hit on a familiar pain point: users replying to closure emails with a polite “Thanks” or “Appreciate the help,” which ends up reopening tickets unnecessarily. It’s a small issue on the surface, but across a large environment, it creates noise, inflates reopen metrics, and wastes agent time.

We explored the usual solutions—keyword filters, timers, custom logic—but every option added technical debt.

Then it hit me: why not let Generative AI handle it?

We could use a simple inbound email flow that passes the content to AI, asking: “Is this a genuine follow-up or just a thank you?” If it’s the latter, leave the ticket closed. No brittle rules. Just context-aware automation.

That single idea sparked something bigger—because this isn’t just a one-off use case. It’s a pattern. And it’s one I think more teams should be looking for.

Here's a quick way to spot GenAI opportunities in ServiceNow:

Next time you’re faced with a new requirement, ask:

1. Is it valuable, but hard to solve cleanly with rules or code?
   (e.g. human language, intent, or edge-case handling)

2. Would solving it with traditional logic create technical debt?
   (Multiple conditions, fragile business rules, ongoing maintenance)

3. Can the decision be made based on context or phrasing?
   If yes, it’s probably a great candidate for GenAI in a Flow.

You don’t need to overhaul your platform to use AI. Sometimes, it’s just about shifting your mindset—from coding logic to prompting logic.

Curious to hear from others: are you starting to spot similar patterns? Have you tried solving requirements this way yet?

💡A note on value:

On its own, this one use case might not justify the cost of GenAI licensing—and that’s completely fair. But the power of Generative AI in ServiceNow isn’t about solving just one problem. It’s about changing how you approach hundreds of small, noisy, or hard-to-solve problems across the platform.

When you start applying this approach consistently—using GenAI in low-code flows to make smart decisions—you unlock value in service desk automation, customer experience, case deflection, HR workflows, and more.

The ROI comes from scale, not just one moment of cleverness.

[anubhavkapoor76]

"Shifting your mindset" Love that phrase

Think about use case for AI agent like a "5 year old".