How to deliver radical advancements in productivity and user experiences UNLOCKING STRATEGIC BUSINESS ADVANTAGES WITH GENERATIVE AI 2servicenow.com Lorem ipsum dolor sit amet, consectetur adipiscing elit Learn more about GenAI and ServiceNow ........................11 How GenAI can enhance productivity, agility, and experiences in your business ...4 GenAI accelerates outcomes for a competitive advantage Ever since ChatGPT erupted into the public sphere, it’s been a prominent example of the remarkable potential of AI. Perhaps you’ve experimented with it yourself and glimpsed firsthand its impressive capabilities. After using a tool such as ChatGPT, you might wonder: How can our business use this technology to create tangible value? AI can unleash the next wave of productivity, and generative AI (GenAI) is at the forefront. According to McKinsey, “Generative AI is poised to transform roles and boost performance across functions…and it could unlock trillions of dollars in value across sectors from banking to life sciences.”1 What’s in it for you? With the right AI strategy, you can raise efficiency, transform the way employees and customers experience your brand, and ultimately, accelerate outcomes to stay ahead of the competition. Why is GenAI such a game-changer? AI can identify patterns, but now GenAI creates new ones. This original, realistic content enables predictive response and creative problem-solving. For example, a customer asks, “When will I get my refund?” GenAI can recognize the frustration and need for reassurance. It searches across data sources to find the shipping status and figure out why the refund hasn’t gone through. Next, a virtual agent responds to the customer with empathy and care: “As soon as your return reaches our warehouse, we’ll quickly get started on processing your refund. We’d love to keep you informed every step of the way. Would text or email updates work for you?” 1 McKinsey Digital, The economic potential of generative AI: The next productivity frontier, by Michael Chui, Eric Hazan, Roger Roberts, Alex Singla, Kate Smaje, Alex Sukharevsky, Lareina Yee, and Rodney Zemmel, June 2023 Contents IDC forecast that enterprises would invest $19.4 billion worldwide on GenAI solutions in 2023. This spending is expected to more than double in 2024 and reach $151.1 billion in the next three years. Source: IDC, IDC Forecasts Spending on GenAI Solutions Will Double in 2024 and Grow to $151.1 Billion in 2027, December 2023 Unlocking strategic business advantages with generative AI Empower IT teams to quickly fulfill requests or resolve incidents .....................................5 Boost customer and field service efficiency and delight customers ...................................6 Free up HR service delivery agents’ time for better employee support .....................8 Accelerate app creation and platform tasks ....................9 AI is only as powerful as the platform it’s built on ...........10 Channeling the vast potential of GenAI into real-world business solutions .....................3 3servicenow.com Lorem ipsum dolor sit amet, consectetur adipiscing elitL r i s l r sit t, s t t r i is i lit Channeling the vast potential of GenAI into real-world business solutions GenAI excels at transforming a sea of unstructured data—think articles, webpages, and chat conversations—into meaningful new insights. But how do you ensure these insights are not just interesting but truly useful for business? The key lies in workflow automation. ServiceNow is uniquely positioned to blend the innovative capabilities of GenAI and other AI technologies with the unmatched efficiency of our world-leading workflow automation platform. What sets it apart from other platforms is its unparalleled expertise in crafting structured workflows—the backbone of processes that support compliance, precision, and predictability. A powerhouse of actionable intelligence Imagine combining the dynamic potential of GenAI— with its ability to sift through and organize unstructured data—with the robust, structured capabilities of the ServiceNow workflow engine.