Top ServiceNow exec on clients delivering ‘life-changing’ results with AI agents—and he’s seeing it now at Standard Chartered

ServiceNow's Paul Fipps is witnessing firsthand how companies are transforming the employee experience with AI agents, as demonstrated by Standard Chartered Bank. The bank's chief operating officer reported achieving 77% deflection rates for all employee requests using AI agents. Fipps emphasizes that reaching 75% to 80% deflection is life-changing for businesses.

Most high-value AI use cases are horizontal, meaning they are applied across various departments. ServiceNow has now integrated AI into its entire product portfolio, making it an "AI control tower for business reinvention." Companies are reimagining their business processes and leveraging AI to drive tremendous ROI, particularly in automating legal and technology requests.

To truly excel in AI adoption, businesses must rethink their processes and consider how they can leverage the technology to create new, innovative solutions. As AI integration expands, companies must also focus on governance and trust to avoid compromising compliance and customer trust.