#voice-agents

#voice-agents

meaning those users who choose to adopt the new platform - each ServiceNow customer runs a private instance and can change to new versions at a time of their choosing - already have more AI to play with. Chief Innovation Officer Dave Wright told us ServiceNow did so simply because it wanted to get more AI into users' hands ASAP, as it believes they want it.

You start internally, like on things that have customer benefit but not direct customer impact, then you learn and expand out your reach, said Brian Conneen, chief information officer at Finance of America (FOA). At FOA, employees now use a large language model trained on company policies and procedures to answer questions and link back to source documents. That shift has brought a huge efficiency gain while reducing escalations to managers, Conneen said.