{"id":5874,"date":"2026-10-02T17:34:25","date_gmt":"2026-10-02T17:34:25","guid":{"rendered":"https:\/\/www.vaultinsider.top\/?p=5874"},"modified":"2026-10-02T17:34:25","modified_gmt":"2026-10-02T17:34:25","slug":"top-servicenow-exec-on-clients-delivering-life-changing-results-with-ai-agents","status":"publish","type":"post","link":"https:\/\/www.vaultinsider.top\/?p=5874","title":{"rendered":"Top ServiceNow exec on clients delivering \u2018life-changing\u2019 results with AI agents"},"content":{"rendered":"<p><img decoding=\"async\" src=\"https:\/\/fortune.com\/img-assets\/wp-content\/uploads\/2026\/10\/55563543136_c70461b0ca_o-e1790958966914.jpg?w=2048\" \/><\/p>\n<p>Companies are hailing AI as the new productivity miracle, automating hours of tedious work, supercharging efficiency, and generating the same output as hundreds of human workers. Paul Fipps, the president of global customer operations at ServiceNow, said he\u2019s witnessing firsthand how companies are revolutionizing the employee experience without any human intervention.\u00a0<\/p>\n<div>\n<p class=\"wp-block-paragraph\">\u201cWe have one of our customers, Standard Chartered Bank, that I was with about four months ago, and the chief operating officer said she\u2019s driving 77% deflection rates across all of her employee requests,\u201d Fipps recently told <em>Fortune<\/em>\u2019s Andrew Nusca onstage at the 2026 AIQ Summit. \u201cI always say, if you get 25% to 30% deflection in those use cases, it\u2019s game-changing. If you get 75% to 80%, it is life-changing.\u201d<\/p>\n<p class=\"wp-block-paragraph\">The productivity gains add up when AI systems can wrangle more than three-quarters of worker requests\u2014with no human touch required. The ServiceNow executive said that most of the high-value use cases involving AI are \u201chorizontal.\u201d Rather than pigeonholing AI into one function, a horizontal strategy leverages the tech across lots of different departments. The idea is to make AI useful across the organization\u2014not just in one corner of it. And ServiceNow is now servicing that enterprise-wide tech to its customers. Earlier this year, the company announced its entire product portfolio will be AI-enabled, dubbing itself the \u201cAI control tower for business reinvention.\u201d<\/p>\n<p class=\"wp-block-paragraph\">\u201cYou might say, \u2018Well, why are you investing in employee experience?\u2019 We see it as employee experience drives massive productivity, and it\u2019s not just how you handle HR use cases,\u201d Fipps said. By having them interact with a horizontal use case\u2014like automating legal and technology requests, for example\u2014companies can drive \u201ctremendous ROI.\u201d<\/p>\n<p class=\"wp-block-paragraph\">And in their broad approach to AI, many of the most successful players are reinventing how they run their businesses.<\/p>\n<h2 class=\"wp-block-heading\">The companies \u2018reimagining\u2019 their businesses with AI are winning out<\/h2>\n<p class=\"wp-block-paragraph\">Embedding AI across the employee experience may be the productivity boost that companies are looking for. But if companies really want to handle thousands of customer and employee issues at scale, Fipps says it can take a bit of tinkering. Simply bolting AI into preexisting systems isn\u2019t enough; companies need to buck the status quo and rethink how work gets done.<\/p>\n<p class=\"wp-block-paragraph\">\u201cThese companies are redesigning their business processes. Now, in that, you have a choice,\u201d the ServiceNow executive said.<\/p>\n<p class=\"wp-block-paragraph\">\u201cIf I just automate or drive autonomous agents to drive the current processes I have, that\u2019s a choice that might get some productivity bump,\u201d he continued. \u201cBut the ones that are actually rethinking and reimagining the business processes, and then leveraging AI inside those processes\u2014whether they are vertical or horizontal\u2014I think are really making the difference.\u201d<\/p>\n<p class=\"wp-block-paragraph\">The companies that are truly winning the AI race are thinking about more than simply automating existing work. First, they\u2019re asking themselves two questions, Fipps says: \u201cHow do I leverage the tech efficiently?\u201d and \u201cHow do I leverage my workers to do new and innovative things?\u201d<\/p>\n<p class=\"wp-block-paragraph\">And productivity alone isn\u2019t the end goal. Fipps says companies also need to think about what they\u2019re going to do with the time and resources AI frees up. The real winners are focused on whether the tools are actually improving business outcomes, starting with the customer and working backwards to identify where the tech can make the biggest impact. And rather than pocketing the savings, these companies are using the productivity gains from AI to find new ways to drive growth.<\/p>\n<h2 class=\"wp-block-heading\">AI governance is becoming a business bottleneck: \u2018I can\u2019t rely on humans to control these agents\u2019<\/h2>\n<p class=\"wp-block-paragraph\">Fipps also stressed that governance should be top of mind as businesses steer their workplaces through this current tech transformation.\u00a0<\/p>\n<p class=\"wp-block-paragraph\">There\u2019s a real challenge that AI agents will start to go against compliance, and erode customer trust\u2014especially in regulated industries like those that ServiceNow sits in. Earlier this year an AI agent created by OpenAI escaped its sandbox and hacked into Hugging Face\u2019s infrastructure, and just yesterday, the Sam Altman-led company alerted more than 100 organizations of rogue AI agent activity.\u00a0<\/p>\n<p class=\"wp-block-paragraph\">To protect their businesses and reputation amongst customers, Fipps emphasized the importance of thoughtfully building oversight into AI strategy. \u201cI see governance and trust driving speed,\u201d he said. And companies are already struggling to keep the tech in check. The ServiceNow executive said that around four months ago, he was struck by a conversation he had with the CTO of a large bank in India. The business had around 40 custom agents at the ready, but none of them were being deployed. When Fipps asked why, the CTO pointed to the challenge of keeping the agents under human control.<\/p>\n<p class=\"wp-block-paragraph\">\u201cHe finally said to me, \u2018I haven\u2019t released any of them because I can\u2019t rely on humans to control these agents, and I\u2019m a regulated bank in India. And so I actually have these 40 fantastic custom-built agents that I can\u2019t release,\u2019\u201d Fipps recalled.\u00a0<\/p>\n<p class=\"wp-block-paragraph\">And he\u2019s not alone, the executive forewarned. It\u2019s estimated that the number of active enterprise agents will swell from 28.6 million in 2025 to 2.2 billion by 2030, according to the International Data Corporation (IDC). It\u2019ll take a lot of human hands to keep them in line.<\/p>\n<\/div>\n<p>#Top #ServiceNow #exec #clients #delivering #lifechanging #results #agents<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Companies are hailing AI as th&hellip; <\/p>\n","protected":false},"author":1,"featured_media":5875,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2],"tags":[832,828,3776,1632,1913,8906,7815,2985,1229,8969,3534,1642,214,913,4462,8968,385,187,6161,530],"class_list":["post-5874","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-finance-news","tag-agents","tag-ai-agents","tag-automation","tag-chatbots","tag-clients","tag-conferences","tag-delivering","tag-exec","tag-governance","tag-lifechanging","tag-productivity","tag-results","tag-safety","tag-security","tag-servicenow","tag-standard-chartered","tag-tech","tag-top","tag-worker-productivity","tag-workers"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - 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