Bob Evans speaks with David Wilson, global area vice president for partner solution consulting at ServiceNow, in this latest look at the company’s agentic AI strategy. As part of a broader series of podcasts, articles, and reports, they explore how AI Agent Studio, powered by ServiceNow’s workflow engine, is enabling scalable enterprise automation. They also discuss the role of partners in accelerating adoption and delivering real-world business value.
Highlights
ServiceNow’s AI Agent Studio and Its Impact on Businesses (00:46)
Wilson explains that early adopters are using AI Agent Studio to rapidly prototype autonomous AI agents that can perform work on behalf of humans, driving real productivity gains. Agents are only as good as the data they have access to. AI Agent Studio allows business users to configure AI agents. There’s a need for prompt engineering to ensure the right data is used.
Empowering Business Users with AI Technology (01:40)
AI Agent Studio is making AI technology accessible to business users, not just technology experts. Wilson elaborates on the drag-and-drop configuration capabilities of the AI Agent Studio and why business users need to understand the importance of prompt engineering. Wilson predicts that business users will be able to create AI agents within business applications, leading to exponential productivity gains for the enterprise.
Addressing the Hype and Immediate Impact of AI Agent Studio (03:40)
The tech industry has a tendency to overhype new technologies. What will be the immediate impact of AI Agent Studio? AI Agent Studio works within the context of ServiceNow’s workflow platform, allowing AI agents to work across the enterprise and different business segments. Raptor DB Pro will enable organizations to deliver AI agents 27 times faster than before.
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ServiceNow’s Expertise in Workflow and Automation (05:58)
ServiceNow meets customers where they are in their maturity and data standpoints, helping them understand and step into AI and generative AI capabilities. Wilson connects establishing a baseline of productivity with the ability to measure the value of new AI capabilities, noting how ServiceNow’s ecosystem supports that process.
AI Agent Value Program and Ecosystem Support (06:14)
Wilson introduces the AI agent value program, which will help customers understand how to measure the value of AI agents and other AI components. Wilson explains that the ecosystem will provide its own value constructs to help customers get value from ServiceNow and other technologies. He brings up the recent Yokohama release, which includes new framing for customers to measure AI agent value.
ServiceNow’s Data Fabric and Future Innovations (09:31)
Wilson describes how data shapes the effectiveness of AI agents, referencing the Data Fabric construct in the Yokohama release. He also touches on future innovations, such as zero data copy, that are expected to expand what AI agents can do for enterprises. The conversation ends with appreciation for the discussion and excitement around ServiceNow’s AI and ecosystem efforts.
