From Development to Production: Ask ServiceNow's AI Experts Anything

ryanyong
ServiceNow Employee

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Hey everyone, I'm Ryan, an engineer on ServiceNow's Forward Deployed Engineering team. We're a team of experts and builders who've gained deep AI deployment expertise at tier 1 technology companies and research labs. We're certified experts on the ServiceNow AI Platform, with direct access to Product and the ServiceNow C-suite.

 

What we do
We partner directly with customers facing the most complex challenges to co-innovate agentic AI use cases and ship them to production on the ServiceNow AI Platform.

 

Why this thread
If you're a ServiceNow customer sitting on AI entitlement you haven't fully put to work, this is your chance to ask the Forward Deployed Engineers building these solutions in the field. Bring your hardest questions about moving from unused credits to AI running in production, and getting the most value out of your existing ServiceNow investment.

 

Ask us anything. We are the subject matter experts, and we will get you an answer.

We'll be answering live from August 3rd to 7th. Post your question anytime between now and 8/7, upvote the ones you want answered first.

58 REPLIES 58

Rami8
ServiceNow Employee

What's your biggest blocker in agentic implementations, and what do customers consistently underestimate about it?

Dustin Gannon
ServiceNow Employee

Across the projects I've done so far, I can identify three things in particular that will speed you up.

First, understand which rulebook you're playing by.

 

Is this a program that's allowed to skip or modify the existing process, governance, and cadence for innovation and change? Or does it have to fall into your standard innovation and change pipeline?

I put this first because sometimes the goal of an FDE build is something so big, hairy, audacious, and valuable that it's worth revisiting what speed, governance, and checks and balances actually make sense to get it into production.

 

For example, if you build something that can triple or quadruple a sales team's success, does it really make sense to put it through a six-month governance process?

 

Either model can be valid. The important thing is to say out loud, at the beginning, which rulebook you're playing by so everyone understands what's allowed and what the rules of the road are.

 

Second, get extremely clear on your definition of success and your definition of done.

 

A tremendous number of AI projects across the industry are failing because they're doing technology for technology's sake instead of using technology to achieve a business outcome.

 

It's still completely normal to combine traditional automation, traditional AI/ML, generative AI, and LLMs to achieve the outcome you want. The projects I see generating lots of “wow” moments but never reaching production are usually innovation for innovation's sake rather than being tied to something like: “Here's how we make more money with less effort.”

 

Third, recognize that every AI transformation project is actually a many-team project.

 

Engineers, architects, and business stakeholders are only part of it. You're still going to have to scale the change to hundreds, thousands, hundreds of thousands, or potentially millions of people. Even if it's only a few hundred people, you're changing how they do their jobs.

 

That creates a huge organizational change management, skills refactoring, and capability refactoring problem.

 

If you wait until the end of the project to start that work, you've essentially created a three-to-six-week stopping point—or longer—while all of that catches up.

 

Instead, shift left.

 

Bring the OCM team, end users, training teams, people creating videos and documentation, and other adoption stakeholders into the sprints and configuration reviews. Then those workstreams run in parallel instead of serially.

 

That alone can save a tremendous amount of time.

rpriyadarshy
Kilo Sage

Hi Team

 

We may get a Project where we have to deploy AI Agents for Voice & Now Assist VA Chat. Currently we have Servicenow Limitation of Different AI Agents for Voice and Chat/NAP based. I was looking for An appraoch to Minimize coding ,  so apart from Shared Tool among these agents what else you suggest?

 

Voice Ccaas Solution here will be Amazon Connect .

 

Regards

RP

 

ahoy @ryanyong,

 

thanks for this AMA thread, I wanted to ask about debugging options for Now Assist development. I remember creating a custom NA Skill, it was to generate a knowledge template and it was difficult for me to find what's wrong. it's been a while and i don't remember any detail to explain my struggles better.

 

So I would be genuinely curios.. what tools for debugging do you use in general.

Thanks!


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