In today's Cloud Wars Minute, I dive into how ServiceNow is redefining enterprise automation with its new AI Experience platform.

Highlights

00:15 — ServiceNow has for a long time been intriguing in the way that it does not necessarily map to or compete directly against lots of the other major Cloud Wars Top 10 companies. ServiceNow has gone a different sort of route, everything they're doing from AI and workflows. The company has taken another big step with a service they introduced recently called the AI Experience.

00:56 — I had a chance earlier this week to speak with ServiceNow's President, Chief Product Officer and Chief Operating Officer, Amit Zavery. Now, one of the big things that Zavery said is: "Look, just as customers got sort of over the hump of saying, okay, I've got to integrate all my applications and my databases and my systems now along comes AI."

01:28 — A concern among customers has been there's going to be lots of new pieces, and the customer is going to be stuck in the middle again. Amit said that a key point here is it [AI Experience] ties together these different data types, voice, images, data, text, and everything from the people, the data and the workflows that are happening around the company.

02:28 — Amit further said: "What we want to try to do here is this automation, happening with AI end-to-end, across company." So, it's not just the processes, but how the company works up and down, across the organization, and with customers and with suppliers. He said: "We're trying to ensure that customers can use AI to cut technical debt, rather than add to it."

03:13 — Another big point about this was, there's lots of productivity, lots of innovation here again. He said: "Trust has never been more important." He said that the AI Experience, in tandem with the AI Control Tower from ServiceNow, is going to give customers the ability to feel very comfortable that they understand they're on top of where these AI deployments are happening.

04:28 — And he talks about how ServiceNow being very open in this platform. He said: "We're finding new ways to work with the other big tech companies to ensure that customers get what they want, and that we're not forcing customers to, again, get into that big game of integration. We want more innovation and less integration."

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