Agentic AI is not only a buzzword—it’s a tangible pressure reshaping how enterprises method productiveness. In response to Paul Smith, president of world buyer and subject operations at ServiceNow, the rise of agentic AI is producing not simply curiosity or anticipation, however actual, measurable impression throughout organisations.
“There may be hype, and sure, there’s FOMO (worry of lacking out),” Smith admitted whereas talking with AIM. Furthermore, he famous that clients deploying agentic AI are seeing phenomenal outcomes—reportedly attaining effectivity features of 10%, 20%, 30%, even as much as 40%.
Smith took BT, the telecom large partially owned by Airtel, for instance, and defined that by leveraging ServiceNow’s Now Help platform, the corporate has managed to resolve customer support calls 55% sooner.
Internally, ServiceNow has gone all in on AI too. The corporate at present runs over 100 AI tasks, producing $325 million in annual financial savings. A standout instance comes from ServiceNow’s inner finance assist desk.
“Earlier than AI, the typical turnaround was 4 days,” Smith stated. “With ServiceNow brokers, it’s now right down to eight seconds for many queries.” This large time saving has allowed ServiceNow to redeploy its finance employees to extra strategic roles, with out resorting to job cuts.
ServiceNow has 4 of the highest 5 banks in India as clients. “I’m working actually onerous to have the ability to say it’s 5 of the highest 5,” Smith stated.
How is India Contributing to the World Agentic AI Push for ServiceNow
“One in 5 of all ServiceNow workers relies in India,” stated Smith. “And 85% of the assets that we now have in ServiceNow India are in R&D and engineering roles—particularly actually core engineering.”
He went on to focus on {that a} important variety of these engineers are engaged on modern analysis round AI, underlining India’s function in constructing the way forward for enterprise automation.
This isn’t a current shift both. During the last three years, ServiceNow’s India engineering workforce has grown at a median annual fee of 25%, cementing its place as an important node within the firm’s international innovation community. It’s the engineering expertise in India that’s quietly laying the groundwork for a lot of that innovation.
The ServiceNow Yokohama launch, unveiled simply weeks in the past, is full of AI-first improvements. These embrace a set of pre-built brokers, AI Agent Studio for customized growth, and the Agent Management Tower.
ServiceNow’s biannual platform releases, named after cities—from Aspen to Xanadu to Yokohama, and Zurich on the horizon—symbolise the corporate’s regular innovation. The velocity of innovation can also be accelerating. “We’re now doing month-to-month releases,” Smith revealed. “So there might be releases earlier than Zurich, and can carry much more bulletins.”
Smith’s conversations with Sumeet Mathur, who leads the India enterprise for ServiceNow, reinforce this trajectory. Smith stated that there’s an unlimited urge for food amongst Indian corporations to companion with ServiceNow, not simply due to the tech, however due to the one platform, one structure, and one information mannequin.
One Platform, One Information Mannequin, One Structure
A central pillar of ServiceNow’s technique and a key purpose Smith joined the corporate is its single-platform structure. “This was Fred Luddy’s (ServiceNow founder) imaginative and prescient 20 years in the past,” Smith stated. “You begin by managing your tech property, then transfer to worker experiences, and eventually to buyer outcomes.”
The unified structure is not only a differentiator however a driver of large effectivity. A weblog from ServiceNow claims that this method has saved shoppers over three million hours.
Smith supplied a number of examples to again this up. At Visa, the platform is getting used to deal with bank card dispute resolutions 30% sooner. Siemens began with IT and HR workflows and is now making use of ServiceNow to customer support and subject operations.
“That is the fantastic thing about it being one platform,” he stated.
Smith stated that the Agentic Management Tower is producing probably the most pleasure amongst shoppers, particularly in India. “Whether or not you’re LTIMindtree or one of many high banks in India, you’re going to have brokers from us, from Infosys, TCS, and even constructed in-house. You want a solution to management them—perceive what each can entry, what choices it could possibly make. That’s the Management Tower.”
He emphasised that ServiceNow, which has lengthy been seen as a “management tower” for expertise operations, is now evolving to be the management centre for AI deployments throughout the enterprise.
Citing a UK-headquartered pharmaceutical firm that ServiceNow is working with for instance, Smith stated they’ve carried out AI throughout the enterprise. This has led to a projected 20% enhance in total efficiency.
The agency is utilizing AI to automate routine back-office and shared service duties, which permits them to reallocate employees to extra important areas, like frontline drug discovery. “If that reallocation helps them carry a drug to market three months sooner, that’s not only a win for the corporate—it’s a win for sufferers and healthcare globally,” Smith stated.
Smith additionally pointed to a broader ambition—ServiceNow’s entrance into the client relationship administration (CRM) area.
“Thirty years on from the launch of conventional CRM distributors, most firms nonetheless haven’t actually reworked their CRM,” he stated. ServiceNow is working with one of many world’s largest automakers to unravel this, together with guarantee points from the vendor to the unique tools producer (OEM) to the provision chain.
On the acquisition entrance, Smith shared insights into ServiceNow’s current settlement to accumulate Moveworks, an agentic AI-first firm with a couple of hundred clients. “We’ve got 10,000 clients. When our clients inform us they need this to return collectively, we pay attention,” Smith stated. “Moveworks has re-platformed to be agentic-first. It brings unbelievable expertise and an excellent workforce.”
Whereas the deal continues to be present process regulatory approvals, Smith expects it to shut by summer season and sees the merger as a logical and highly effective mixture.
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