Like many enterprises, ServiceNow has been incorporating artificial intelligence (AI) into its internal systems and customer-facing products for years. But when Open AI's ChatGPT emerged a year ago, everything changed — fast.
Suddenly, what had been machine learning — or "analytical AI" that could produce recommendations based on financial, sales, and marketing data — became natural-language processing. A brand new employee could suddently ask the corporate generative AI (genAI) application for an answer to an in-depth client question. Seasoned employees …