How Implementing AI in ServiceNow Can Look Across Different Industries

To get an upper hand over your competitors, your business needs to adopt different top-notch tools that enable it to take advantage of technological innovations. Integrating ServiceNow AI within the ecosystem of your enterprise is the necessary step that should be taken; the sooner the better.

Role of AI in Enhancing ServiceNow

AI-driven solutions within the ServiceNow platform have quite an understandable application: they enhance ServiceNow by making workflows smarter, faster, and more user-friendly. They power capabilities like intelligent search, automated summarization, anomaly detection, predictive analytics, and task execution. Using Agentic AI within the ServiceNow platform, businesses can delegate basic routine tasks. 

(Image credit: ServiceNow)

With AI built into ITSM, HR, CSM, and Creator workflows, ServiceNow moves from being a process automation platform to an intelligent operations hub that reduces manual effort, improves accuracy, and personalizes the user experience.

Why AI in ServiceNow Matters

AI in ServiceNow isn’t just an idea or concept with huge prospects but a reality that helps enterprises address complexity, improve experiences, and reduce costs through:

• Faster resolution of incidents and requests through automated triage and summarization.
• Proactive prevention of outages with anomaly detection and predictive insights.
• Scalable support by deflecting routine inquiries with AI-powered self-service.
• Employee empowerment via intelligent search and workflow assistance.
• Higher ROI by maximizing efficiency and reducing manual workload across teams.

Would you like to see this in real ServiceNow AI use cases? Here you have some.

ServiceNow AI in Manufacturing 

In manufacturing, AI helps streamline operations by predicting equipment failures, automating maintenance schedules, and monitoring supply chain data for anomalies. One way to use AI-powered event management is to proactively detect issues on the factory floor, while Now Assist supports workers with contextual knowledge, reducing downtime and boosting productivity. Now wonder that 82% of manufacturing businesses are planning to increase their AI investments in the next fiscal year.

(Image credit: ServiceNow)

Recent research states that the application of AI in supply chains has increased supply chain efficiency from 60.23% in 2018, to 95.89% in 2023. And the Senior Vice President of one of the UK auto manufacturers confirmed that the ServiceNow AI helped them “optimize supply chain operations, predict demand, and manage inventory”.

ServiceNow AI in Healthcare 

For healthcare providers, ServiceNow AI enhances patient and staff experiences by automating case management, supporting HR onboarding of clinical staff, and accelerating IT support for medical systems. In addition to that, AI-driven workflows improve compliance tracking, reduce administrative overhead, and enable faster responses to patient service requests, allowing professionals to focus more on care delivery. Ultimately, this creates smoother operations and better patient outcomes.

The recent use case of ServiceNow by the Wellstar Health System perfectly shows how all this brings real value in real life and business. According to the company itself, thanks to ServiceNow AI, 99.9% of vulnerable groups are being assigned correctly, and 92.5% of all vulnerable items are being remediated within the SLA targets. More than that, the application of the AI-driven solutions helped to provide an effective remedy to 100% of critical vulnerabilities.

ServiceNow AI in Financial Services

Since the financial sector is digitizing at a high pace, ServiceNow AI might be of great use there. Actually, it is already capable of such things as strengthening security, compliance, and customer service. ServiceNow AI solutions also have the features that empower a banking ecosystem to spot anomalies in transaction systems, automate regulatory reporting, and summarize large case files for faster resolution. Virtual Agent and Now Assist are great ServiceNow solutions for the financial sector. With them, financial organizations can build trust while improving agility in a highly regulated industry.

The M&T Bank, for instance, has already applied more than 30 scoped ServiceNow applications. The SVP of the bank praises ServiceNow AI-driven solutions and states that “ServiceNow does a great job providing us with products that we can implement and then continue to enhance as we get more familiar with them and what the business needs”.

ServiceNow AI in Retail 

Retail organizations use ServiceNow AI to optimize customer experience and supply chain resilience. AI agents can handle order inquiries, automate returns processing, and monitor logistics systems for disruptions. Internally, AI helps IT and HR teams respond faster to employee needs during seasonal peaks, ensuring smooth operations and consistent service across stores and digital channels. This helps retailers deliver seamless, omnichannel experiences that meet rising customer expectations.

(Image credit: ServiceNow)

Hartlauer is a great example of how a long-established Austrian family business modernized its IT services with ServiceNow IT Service Management. To maintain its high customer service standards across 160 stores. Facing inefficiencies and long response times with its legacy system. The company implemented ServiceNow within a month, creating a single point of contact for 1,800 employees. And establishing a self-service knowledge base. The result was a dramatic reduction in incident resolution times. From up to 20 minutes to just three, which enabled staff to resolve issues quickly and focus on customers. 

ServiceNow AI Government & Public Sector

According to the World Bank report, governments are not going to ignore the rise of AI. And its widespread use across different sectors. The report says that AI can potentially contribute $13 trillion to the global economy by 2030, and 50 governments are already preparing their AI strategies.

How can ServiceNow AI be of any use here? In a nutshell, supports digital transformation by improving citizen services, reducing bureaucratic delays, and modernizing IT operations. AI-powered virtual agents help citizens access services more easily. While predictive insights assist agencies in preventing system failures or managing large-scale service demands. These capabilities improve trust, transparency, and efficiency in delivering public services.

ServiceNow already has a successful use case of cooperation with the Australian government. Thanks to its solutions, the institutions have managed to achieve an 82% boost in contract value through automation and resolve 95% of cases at level one support

Challenges & Considerations

Despite all the potential benefits, we are not going to deny the fact that the process of integrating ServiceNow AI within your ecosystem might face certain challenges:

• Data quality and availability: AI is only as good as the data it’s trained on; incomplete or inconsistent data can reduce accuracy.
• Integration complexity: Connecting ServiceNow AI to legacy systems, third-party apps, and siloed data often requires careful planning.
• Ethics and compliance: Strict governance is needed to protect sensitive data (e.g., patient records, financial transactions, citizen information).
• Customization vs. standardization: Balancing tailored AI skills with ServiceNow’s best practices and out-of-the-box features.

On the whole, there’s evidence that this idea is definitely worth trying. Implement ServiceNow AI right now and waste no more time because the majority of your enterprise practices and systems are already outdated.

Oleksii Konakhovych, CTO, Oct 28, 2025

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