ServiceNow CCO Chris Bedi on AI Employees and Enterprise Adoption

Key Takeaways:

• AI adoption is accelerating across ServiceNow, with hundreds of models in production and millions of predictions daily.
• Agentic AI is driving 20% productivity gains in support roles, with complex cases seeing 54% faster resolution.
• The long-term vision includes AI employees capable of handling 80% of specific job functions, starting with HR, IT, and procurement.
• Enterprise value from AI at ServiceNow has already exceeded $350 million.

AI’s Current Impact at ServiceNow

Chris Bedi, ServiceNow’s Chief Commercial Officer (CCO) and AI Enterprise Advisor, highlights AI’s pervasive influence across the company:

• Machine Learning (ML) supports human decision-making, with some decisions now fully delegated to models.
• Generative AI slashed finance response times from days to seconds, freeing teams for strategic work.
• Agentic AI improved support case resolution by 18% for low-complexity cases and 54% for high-complexity cases—a counterintuitive but impactful result.

Measuring AI’s Value

Bedi outlines four key metrics:

1. Speed: Accelerating go-to-market and engineering.
2. Productivity: More output with the same resources.
3. Effectiveness: Enhancing job performance, not just efficiency.
4. Experience: Boosting employee and customer satisfaction.

AI’s enterprise-level impact ties to growth, margins, and revenue per employee.

The Future: AI Employees

• Digital employees will handle 80% of specific roles, with 10–15 use cases expected by year-end.
• Early adoption will focus on support, HR, and procurement, with specialized roles following.
• The concept of “zero-headcount departments”—like support teams reduced by 70%—is gaining traction.

AI Adoption Trends

• 2024 was the year of pilots; 2025 will focus on scaled production use cases.
• Enterprises need three pillars: AI (ML, Gen AI, agentic), data foundations, and workflow execution.
• Adoption friction remains a challenge, with UX design as a critical solution.

Advice for Startups

• Avoid “agent fatigue”—focus on interoperability and integration.
• Prioritize UX—poor design kills adoption.
• Solve discrete problems and demonstrate value within 90 days.

Unmet Challenges

• Sales effectiveness tools often fail at the “last mile” due to clunky UX.
• ServiceNow’s AI-first CRM aims to address this gap by embedding AI seamlessly into workflows.

Bedi’s insights underscore AI’s transformative potential—not as a replacement for humans, but as a collaborator enabling new roles and efficiencies.