Generative AI has shaken up the business and tech world, but the best tech relies on world-class talent to address the fundamental problems that haven’t been solved yet. At ServiceNow, we know the most constructive and value-creating strategies for generative AI are grounded in embedding human experience and expertise into the core capabilities.

This post was written with valuable contributions from Michael Webster, Kira Muhlbauer, Tim Cheung, and Ryan Hamilton. Remember the advent of the internet in the 90s? Mobile in the 2010s? Both seemed overhyped at the start, yet in each case, fast-moving, smart teams were able to take these new technologies at their nascent stage and experiment to transform their businesses. This is the moment we’re in with artificial intelligence. The technology is here.

As the emerging technologies team within ServiceNow digital transformation (DT), we’re always searching for new technology that can solve complex problems. When we saw how generative AI capabilities could deliver rich experiences and unlock the potential of our technology, people, and processes across the organization, we immediately pivoted to embrace it.

There’s no doubt that generative AI and the productivity it promises have captured the world’s imagination. We’ve talked about applying AI to just about everything—from those soul-crushing tasks we never want to do again to dreams within our grasp for the first time. Goldman Sachs estimates that generative AI could add nearly $7 trillion to global gross domestic product (GDP) in the next decade.

Our industry is in the early days of an explosion in software using LLMs, as well as (separately, but relatedly) a revolution in how engineers write and run code, thanks to generative AI. Many software engineers are encountering LLMs for the very first time, while many ML engineers are being exposed directly to production systems for the very first time.