As generative AI (GenAI) becomes increasingly integral to enterprise transformations, its potential to revolutionize daily operations is undeniable. ServiceNow is at the forefront of this shift, helping enterprises leverage GenAI to optimize efficiency and productivity. In this show, Dorit Zilbershot, VP of AI and Platform Innovation at ServiceNow, discusses how the company is helping enterprises adopt GenAI, the benefits and challenges of the technology, and the predictions for GenAI as it matures. Zilbershot says, “I truly believe that we’re in the middle of a transformation, and we’re just beginning to take the first few steps.”

How ServiceNow is helping enterprises integrate GenAI for improved efficiency

• Zilbershot discusses how GenAI, once seen as a fleeting trend, is now central to boosting productivity and digital transformation in enterprises. ServiceNow integrates this technology deeply into its platform to improve overall efficiency.
• While enterprises expect GenAI in the workplace, the technology is still in its early stages of maturity.

How ServiceNow’s platform is supporting a wide range of customer needs

• Zilbershot highlights the importance of addressing data privacy and responsible AI practices. ServiceNow runs its GenAI models in secure, customer-controlled data centers to address these concerns.
• Zilbershot highlights how ServiceNow’s platform supports a wide range of customer needs, from those ready for advanced GenAI to those who are more cautious.
• Zilbershot explains how ServiceNow supports organizations in adopting generative AI by offering out-of-the-box GenAI features and integrating with third-party models, making it easier for organizations to start using AI and customize it.

How ServiceNow is utilizing GenAI and the associated benefits and challenges

• Zilbershot talks about the data privacy concerns related to GenAI, explaining that ServiceNow allows customers to control what data their generative AI capabilities can access and who can access it.
• ServiceNow also uses its existing security and permissions framework to govern these capabilities, ensuring robust data privacy and governance.
• The benefits observed from using GenAI, particularly in co-pilot analysis, include significant productivity gains and efficiency improvements within ServiceNow.
• Zilbershot notes that ServiceNow’s GenAI has led to significant productivity gains, with rapid adoption and substantial benefits both internally and for customers.
• Zilbershot explains how the platform improves efficiency and quality by automating tasks and enhancing outputs.

The impact of ServiceNow’s GenAI on developers

• Zilbershot discusses the impact of GenAI on developers, focusing on efficiency, application creation, and cost management.
• Zilbershot explains that ServiceNow’s AI capabilities help developers accelerate application development and streamline processes, thus reducing backlog and costs.

How AI is transforming industries and predictions for how enterprises will leverage generative AI 

• Zilbershot responds by asserting that GenAI is a transformational technology comparable to the introduction of the iPhone, predicting that it will become integral to daily life.
• AI will soon be so embedded that its absence will cause anxiety, similar to forgetting a phone. The technology will evolve to include multi-modal interactions and goal-oriented functionalities, moving beyond current text-based capabilities.
• Zilbershot notes that customers can now leverage multiple generative AI vendors, each with unique strengths, improving enterprise experiences through seamless integration.
• Zilbershot predicts that AI assistants will soon collaborate and transfer tasks between each other, improving enterprise efficiency.

Guest: Dorit Zilbershot (LinkedIn)
Company: ServiceNow (Twitter)
Show: Let’s Talk

This summary was written by Emily Nicholls.