ServiceNow’s Now Platform automates administrivia for Accenture employees

With artificial intelligence adoption acting as a crucible for data management, companies such as Accenture PLC have welcomed the automation capabilities on ServiceNow Inc.’s Now Platform.

Accenture and ServiceNow have built a long-standing partnership around workflow automation, but bringing AI into the fold requires more than just technology. It’s a cultural shift — and it takes time to get employees on board.

Accenture’s Lisette Smyrnios and Tom Bruss discuss workplace AI adoption with theCUBE’s Savannah Peterson.

“We started about 18 months ago with some basic skills that we rolled out to our IT agents,” said Tom Bruss (pictured, center), managing director for Accenture ServiceNow Business Group and ServiceNow account lead at Accenture. “At the same time, we also rolled out things like text-to-code and text-to-flow for our developers. So, we have a lot of demand. We’re working with nearly every corporate function of Accenture. We have over 100 applications built on the platform, and we have a lot of developers trying to keep up with all the backlog from our business.”

Bruss and Lisette Smyrnios (pictured, left), managing director for global workplace at Accenture, spoke with theCUBE’s Savannah Peterson at Knowledge25, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed Accenture’s relationship with the Now Platform and AI adoption in the workplace. (* Disclosure below.)

Automating administrivia on the Now Platform

Employees can be hesitant to embrace AI, whether it’s because they are reluctant to learn new technology or have concerns that AI could subsume their jobs. The key for smooth adoption is demonstrating how AI can make employees’ jobs easier, according to Smyrnios.

“We’re working very collaboratively internally with Tom’s team to really understand, where can we get the most impact?” she said. “[With AI], they can be more front of house and delivering on experience and have them automate … many of those admin-type operational tasks. The other focus is the end user and making their lives easier.”

ServiceNow helps both employees and consumers by speeding up processes such as onboarding new hires and providing customer support to buyers. Once employees realize how AI can automate tedious administrative tasks, Bruss believes adoption will accelerate.

“Our experience so far is that the technology has been easy,” he said. “The adoption has been hard. The organizations that are going to be the most successful in the 21st century are those that embrace this technology, embrace this copilot, embrace this assist that’s sitting with you to supercharge what you do.”

Accenture eventually hopes that employees will welcome AI adoption on their own terms — rather than their employer’s. Now that the company is experimenting with agentic AI, wide-scale automation could be on the horizon.

“We’re constantly doing a lot of internal town halls,” Smyrnios said. “It’s nice when Tom and I speak in a call, but it’s having them talk about what made the difference for them. The individuals themselves talking to their peers is much more impactful than us leadership just saying, ‘This is a good thing.’”

Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Knowledge25:

(* Disclosure: TheCUBE is a paid media partner for Knowledge25. Neither ServiceNow Inc., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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