ServiceNow bets on AI to enhance enterprise workflows in India

Enterprise software provider ServiceNow is betting that its next phase of growth in India will come from enterprises leveraging AI across business processes, not just IT functions. The company announced two new products, AI Workflow Factory and Autonomous Engineer, designed to assist businesses in identifying and building AI-powered workflows.

The launches coincide with Indian enterprises moving beyond AI experimentation, with IT leaders increasingly looking to deploy the technology across customer experience, employee operations, and business processes. ServiceNow aims to position itself as the layer through which companies can orchestrate AI across their existing technology stacks.

ServiceNow's India strategy focuses on domestic enterprises, global capability centers, and its partner ecosystem. The company has been expanding beyond its traditional IT service management strength, aiming to become an "enterprise operating system" spanning IT, HR, customer service, finance, and supply chain. AI is emerging as the connective tissue across these functions.

According to ServiceNow, Indian IT leaders are willing to explore new AI use cases. However, AI adoption presents challenges in governance, security, and identity management. A ServiceNow assessment found that only 22% of Indian enterprises have AI testing, auditing, and risk assessment processes in place. The company emphasizes that governance must be integrated from the start to avoid slowing down future adoption.

AI Workflow Factory is designed to help enterprises identify opportunities for AI-driven workflow improvements, as well as build and operate them. Autonomous Engineer adds more autonomous capabilities to software development. ServiceNow aims to provide a platform that connects AI models, existing applications, and data, enabling controlled and scalable AI implementation without requiring a overhaul of current systems.