AI Business
6d ago
ServiceNow executive discusses AI's impact on productivity and employee experience at Standard Chartered
Oct 2, 2026
AI Summary
ServiceNow's Paul Fipps highlighted the transformative effects of AI on productivity and employee experience, citing Standard Chartered Bank's impressive 77% deflection rate in employee requests. He emphasized the importance of rethinking business processes and governance as companies integrate AI into their operations.
- Companies are increasingly using AI to automate tasks and improve productivity, with some reporting significant efficiency gains.
- Paul Fipps, president of global customer operations at ServiceNow, noted that Standard Chartered Bank achieved a 77% deflection rate for employee requests through AI.
- Fipps advocates for a horizontal approach to AI, applying it across various departments rather than limiting it to specific functions.
- Successful companies are not just automating existing processes but are also reimagining their business operations to leverage AI effectively.
- Governance of AI systems is critical, especially in regulated industries, to maintain compliance and customer trust.
- Fipps shared concerns about the challenges of deploying AI agents, citing a conversation with a CTO from a large Indian bank who had custom agents ready but could not release them due to governance issues.
- The number of active enterprise AI agents is projected to rise significantly, highlighting the need for effective oversight and management.
servicenowai agentscustomer operationsbusiness impactstandard chartered