AI Chat: ChatGPT & AI News, Artificial Intelligence, OpenAI, Machine Learning Brian Solis from ServiceNow on AI Innovation
Nov 3, 2025
In this discussion, Brian Solis, Senior Innovation Leader at ServiceNow, explores the transformative impact of AI on enterprise workflows. He sheds light on the importance of human orchestration in navigating this evolving landscape. Brian emphasizes the shift from enhancing old methods to reimagining workflows with AI at the helm. He also warns about the risks of over-relying on AI, touching on concerns like skill atrophy and the need for AI literacy. Ultimately, he advocates for the preservation of human authenticity in an AI-driven world.
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AI Thrives On Connected Enterprise Workflows
- ServiceNow built a single workflow platform connecting people, systems, and data so AI can operate with full context.
- Connected workflows let AI summarize history and execute tasks across the enterprise.
ServiceNow Is Customer Zero
- ServiceNow uses itself as customer zero to test AI and scale agentic automation across IT and other functions.
- Their internal examples show dramatic time savings, faster resolution, and evolving user experiences.
Think Enterprise, Not Isolated Pilots
- Pilots that stay siloed deliver little ROI; reimagining end-to-end workflows drives measurable EBIT impact.
- McKinsey QuantumBlack found workflow reimagination with agentic AI delivers top ROI.
