Now Assist and Otto: where ServiceNow’s AI earns its keep

Enterprise AI is moving from experimentation into everyday workflows. Platforms such as ServiceNow are embedding AI directly into IT, customer service, employee workflows, and other business processes.

The important question is not whether AI can generate content.

The real question is: Can it improve the way work gets done?

AI Inside the Workflow

ServiceNow’s AI capabilities are designed to operate within existing enterprise workflows.

Instead of switching between multiple AI tools, employees can access AI assistance where they already perform their work.

This can help reduce context switching and make AI more practical for everyday tasks.

Automating Repetitive Work

AI can help with tasks such as:

• Summarizing cases
• Generating responses
• Finding relevant information
• Classifying requests
• Creating content
• Supporting service agents

These tasks may appear small individually, but they can consume significant amounts of time at enterprise scale.

AI Needs Enterprise Context

Generic AI tools may provide useful answers, but enterprise AI becomes more valuable when it understands organizational processes, permissions, knowledge, and workflows.

This context can make AI assistance more relevant to the actual task.

Measuring ROI

Organizations should evaluate AI based on measurable outcomes.

Useful metrics include:

• Time saved
• Resolution time
• Automation rate
• Employee productivity
• Customer satisfaction
• Cost reduction

Adoption Matters

Even a technically powerful AI feature delivers little value if employees do not use it.

Successful implementations therefore require training, good user experience, clear workflows, and continuous feedback.