Turning AI innovation into action

We're all likely underestimating how profoundly AI will affect the anatomy of work. According to McKinsey, the impact of generative AI (GenAI) on productivity is so vast that it could help add trillions of dollars to the global economy.

As more organisations race to scale AI pilot projects to full-enterprise deployments, it's becoming increasingly clear that AI won't reach its full potential unless it's paired with the right platform—one that seamlessly integrates data and automates workflows.

Overcoming complexity

AI is only as powerful as the data it's connected to, and it requires high volumes of quality data to train, refine and deliver valuable insights. Even though enterprises are producing massive amounts of data, most of it resides in siloed, disparate systems.

For years, companies have been adding individual solutions for different business needs—enterprise resource planning (ERP), customer relationship management (CRM) and human resource management (HRM) systems—each with its own data set and processes. Although this approach worked in the past, it's led to a fragmented technology stack that's difficult to manage, integrate and scale.

If AI is simply bolted on top of these disconnected systems, it's likely to increase complexity rather than eliminate it. This is where platform integration becomes crucial to AI innovation.

Unifying AI, data and workflows

Effective AI depends on seamlessly connected, high-quality data from every corner of an organisation. Yet, even with robust data, AI is ineffective without the right workflows and platform to turn insights into action. This is especially true when legacy systems and siloed data create barriers to real-time decision-making.

The ServiceNow unified platform links AI-powered insights with real-time workflows, automating decision-making and helping to ensure swift, effective action throughout an organisation.

Take BT, for example. The telecommunications company integrated 125 service management platforms into one unified system with ServiceNow. This consolidation allowed BT to intelligently route incoming requests, analyse them in real time and automate up to 80% of service requests.

Now, BT is using ServiceNow GenAI solutions to enhance agent performance and customer experience. In an initial rollout to 300 agents, Now Assist improved responsiveness, reducing case summarisation and complex case review times by 55%. This helped BT cut its overall handling time and boost mean time to resolution by a third.

Unleashing AI potential

To fully unlock the potential of AI, it must be paired with a system of action: a platform that connects AI insights directly to business processes and workflows. At ServiceNow, we've spent more than two decades perfecting a platform designed to both support and activate AI.

Solutions such as Workflow Data Fabric lay the foundation for AI-accelerated workflows. By unifying business and technology data across an enterprise, this solution creates a real-time, secure data layer that breaks down silos and powers AI-driven workflows at scale.

This is especially important for Agentic AI, which moves beyond prompt-based interactions and is capable of deeper understanding and actions. Unified data enables ServiceNow AI Agents to work more effectively across the enterprise.

By unifying AI, data, and workflows on a single platform, ServiceNow helps businesses move beyond analysis to achieve real-time outcomes in as little as 30 to 60 days. In just over one year after launching Now Assist, we have 44 AI customers spending more than $1 million in annual contract value, including six over $5 million and two over $10 million.

As AI continues to evolve, the organisations that get it right in the next six months will be those leading the charge in the next six years.

Find out more about how ServiceNow helps organisations shape the future with AI.