AI is replacing “soul-crushing jobs,” says ServiceNow CEO#shorts #artificialintelligence #jobs

Key Concepts:

• AI-driven automation
• Agentic AI
• Soul-crushing jobs
• Supporting functions
• Process automation (Order to Cash, Procure to Pay, Hire to Retire, Design to Product)
• Cross-functional teams
• ServiceNow platform
• Productivity gains
• New business models

Hiring Slowdown in Automated Roles:

The speaker states that ServiceNow is slowing down hiring in "soul-crushing jobs" due to AI-driven automation. Specific examples include:

• IT Support: 97% of standard software issues are now automatically resolved by AI, reducing the need for human support staff by approximately 50%.
• Customer Support: 80% of customer inquiries and cases are fully managed by "agentic AI."
• Security and Risk Management: Real-time patchwork and change management are now handled by AI agents.
• Go-to-Market: AI teammates handle prep work for customer-facing roles, accelerating the process.

AI Agents as Workforce Multipliers:

The speaker emphasizes the benefits of AI agents:

• 24/7 Availability: They work continuously without breaks.
• Cost-Effectiveness: No salary, healthcare, or other employee benefits are required.
• Productivity Enhancement: They complement the human workforce by handling repetitive and time-consuming tasks.

Reimagining Business Processes:

The speaker argues that companies need to rethink how they operate on platforms like ServiceNow:

• Process Focus: Traditional functional org charts ("20th-century org charts") need to be replaced with a focus on cross-functional processes such as "order to cash," "procure to pay," "hire to retire," and "design to product."
• Team-Based Work: Teams need to work across these processes.
• Human-AI Collaboration: AI agents should be "the best friend to humans," assisting and augmenting their work.

Economic Impact and Future Growth:

The speaker believes that successful implementation of these changes will lead to:

• GDP Growth: Increased global GDP due to improved efficiency and innovation.
• Outperformance: Companies will outperform competitors not only in terms of cost reduction and productivity but also in building "new horizons, new business models, and new dreams" on the ServiceNow platform.

Conclusion:

ServiceNow is strategically shifting its hiring focus due to the increasing capabilities of AI in automating traditionally labor-intensive tasks. The company envisions a future where AI agents and human employees collaborate seamlessly within cross-functional teams, driving significant productivity gains, innovation, and economic growth. The key is to move away from traditional organizational structures and embrace process-oriented workflows enabled by platforms like ServiceNow.