Drive faster decisions and better outcomes with
Artificial Intelligence built for your data, workflows, and teams.
Leverage machine learning and generative AI to streamline work, reduce manual tasks, and drive consistent, high-quality outcomes.
ServiceNow has long embraced artificial intelligence to transform work, focusing on Machine Learning (ML) and Generative AI (GenAI).
ML identifies patterns in historical data to predict outcomes or automate tasks. For example, it can analyze past incidents and route new ones automatically. GenAI, by contrast, creates new content from prompts - if ML recognizes a picture, GenAI generates one from a description.
Through Predictive Intelligence, ServiceNow applies ML to learn from organizational data, enabling automatic field population, record categorization, and better decision-making. These tools streamline workflows, cut manual work, and deliver faster, more consistent results across the enterprise.
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Creates content and answers based on your data and natural language prompts.
Analyzes historical data to automate classification and identify patterns.
Delivers 24/7 conversational support to resolve common issues instantly.
Provides fast, relevant search results without manual tagging or metadata.
Suggests the next best actions to keep workflows moving efficiently.
Orchestrates and executes tasks autonomously or with supervision.
Customer Self‑Service Usage
+10%
increase in customer cases resolved through self-service)
ServiceNow internal support (Now Assist for CSM)
Incident Deflection (IT)
54%
of IT issues deflected from the help desk (handled by self-service AI)
ServiceNow internal IT (employee “Report an issue” form)
Case Deflection (Customer)
+10
percentage points higher deflection rate for customer support queries
ServiceNow internal support (customer cases)
Case Avoidance via AI Search
20%
of cases avoided (resolved by AI search suggestions before filing)
ServiceNow internal support (Now Assist AI Search)
Resolution Time
50%
faster incident resolution on average (issues resolved in half the time)
ServiceNow internal (AI-generated incident notes)
Mean Time to Repair (MTTR)
–10%
reduction in MTTR for incidents (faster restoration of service)
Accenture internal IT help desk (with GenAI)
Agent Productivity
6 hours/week
saved per agent on routine tasks (e.g., reading case histories)
ServiceNow internal (AI summaries in CSM)
Cost Savings (Annualized)
$5.5M
in savings per year from case/incident deflection (avoidance)
ServiceNow internal ROI analysis (Now Assist pilot)
Total Benefit (3-mo Pilot)
$10M
tangible benefit in 3 months (from combined efficiencies)
ServiceNow internal GenAI pilot results
Customer Satisfaction (CSAT)
+8%
increase in satisfaction scores after AI implementation
Teleperformance internal IT support CSAT
AI Summary Usefulness
56%
of users had positive sentiment on AI-generated case summaries
ServiceNow internal survey of Now Assist usage
AI Code Acceptance
48%
of AI-generated code suggestions were accepted by developers
ServiceNow internal dev team (text-to-code)
GlideFast not only understands where ServiceNow is going with AI, but we’ve been helping customers realize its value. Our team has years of experience configuring, implementing, and deploying Agentic AI Bots to automate complex workflows. We utilize Now Assist to improve self-service and knowledge delivery, and the AI Control Tower to monitor and govern AI adoption at scale. From strategy and readiness assessments to full-scale deployments, GlideFast brings proven expertise to turn ServiceNow’s AI vision into measurable business outcomes.
Explore AI Success & Insights
eBook We collaborate with leading AI innovators to deliver smarter, faster, and more reliable solutions. Together, we help your organization unlock the full potential of ServiceNow AI.
Discover how ServiceNow AI, combined with GlideFast Consulting’s expertise, can streamline operations, boost productivity, and drive smarter outcomes.