Elevating the user experience with GenAI in ServiceNow
I think the sky’s the limit. It’s almost hard to just imagine all the things. I think it’ll impact everything. From getting the users into a knowledge base article or videos to help them when they’re stumbling through a process on the other side of the keyboard to actually embedding AI into the workflow. So, starting to generate things for the users as they’re asking for them. I think that’s going to be really cool to see. And we’ll see it in the next few releases of ServiceNow, which is really neat— that they can kind of embed some of that generative development, especially around knowledge-
based articles, really quickly. I think it’s going to be all about getting them help faster and then making a more intuitive user experience. So, from their perspective, in some cases, they might not even know that AI is doing things like directing them into the right places. So, yeah, it’s going to be really great for the user experience.
https://www.youtube.com/watch?v=jrhO0kFZATU