ServiceNow CEO Bill McDermott believes that artificial intelligence can help alleviate mundane tasks, potentially freeing people from "soul-crushing" jobs. In an interview, McDermott mentioned that AI agents are currently saving workers about a day per week, with projections to increase that savings to two and a half days by 2026. This shift could enable companies to reimagine what their people do, focusing on high-value tasks, new business models, and innovative ideas.
McDermott highlighted fields like IT, customer support, security, and risk management where AI is reducing ServiceNow's need for labor. He emphasized that AI agents can automate tasks, allowing employees to focus on more important work. ServiceNow's AI platform is designed to work alongside humans, creating a more efficient workflow.
ServiceNow's AI implementation has shown impressive results, with its agentic workforce automating 97% of software provisioning requests and helping customer support employees resolve complex cases 50% faster. The agentic workforce also quickly resolves 80% of complex instance administration and maintenance cases and autonomously solves 85% of routine internal IT support requests, helping the department scale by more than 40%.
McDermott's vision for AI is centered around augmenting human capabilities, not replacing them. By leveraging AI, businesses can unlock higher-value work, foster innovation, and drive productivity.
