ServiceNow's Paul Fipps on enterprise AI - ‘The LLM reasons, but it’s the platform that executes’

Last week, ServiceNow launched its Autonomous Workforce and EmployeeWorks - a product release that felt like a culmination of a lot of groundwork on the vendor’s part, which also gave enterprise buyers a taste of what’s possible with agentic AI. ServiceNow itself has deployed the new capabilities, with more than 90% of its employee IT requests now handled autonomously internally, with the L1 Service Desk AI Specialist resolving assigned cases 99% faster than human agents.

As we’ve highlighted previously, the company is hoping that whoever controls the execution and governance layer in an agentic AI future captures most of the long-term value. The question I ended that piece with was whether customers and enterprise buyers are actually ready for such substantial change.

Paul Fipps, President of Global Customer Operations at ServiceNow, is the person whose job it is to answer that question, given his direct relationship with ServiceNow ...