Look around. There are thousands of you in this room from all over the world and many more watching. All here to gain and share knowledge. I see you. I see you. I see you. And you. And this whole group. This room is full of knowledge and we're here to put it to work. So, here we go.
Please welcome to the stage my friend Bill McDermott.
How about that Makova this morning, huh? What a show. Welcome to our biggest knowledge event yet. There are 25,000 of my closest friends here in Las Vegas. Who's ready for Knowledge 2026? I need to hear you. Thank you to everyone who's with us, our customers, our partners, the media, investors, analysts. You made this all possible. It's all about you. I'd like to thank our founder, the great Fred Luddy, and my board colleagues, Sue Bostrom, our lead director, Larry Quinlan, and Paul Chamberlain. They've joined us personally. Thank you very much for showing up. Really great to have you. Thank you. And I want to thank my P5. We call them the P5 because we're in phase five of our growth strategy. Chris, Jackie, Russ, Paul, Colin, Gina, Hussein, Nick, Amit. Thank you for your leadership. Give it up for my team. To our wonderful brand ambassador, the man, the legend, Idris himself. Idris Elba, thank you so much for your leadership. We all look forward to seeing you on Thursday. How about it for Idris?
Today, I'm going to focus on three things. We're going to keep it very tight. We're at an inflection point in this industry. We're at the point where everything changes. Everything changes. But there is an AI blind spot and it's hiding in plain sight. I'm going to offer you a path from chaos to control with a guarantee. Stay tuned.
When JFK stood before Congress 64 years ago and committed America to the moon, he wasn't talking about the future. He was building it. And every great company starts with someone who makes the same decision to build it. And 22 years ago, Fred Luddy founded ServiceNow on the premise that there is no better experience than giving someone a piece of technology that lets them do something they never thought they could do. So he built one platform to transform how work gets done. That was the beginning of ServiceNow.
Today, great companies like FedEx, CVS Health, Lenovo, Rolls-Royce, the great Nvidia, the most valuable publicly traded company, and 90% of the Fortune 500 all work with ServiceNow. We are not only the system of record for IT, ladies and gentlemen. We are that, but we're also an end-to-end system of action across the enterprise running 100 billion workflows and 7 trillion transactions a year. Pretty cool stuff.
And we're also the fastest growing enterprise software company at scale the world has ever known. And we're once again going to double the size of this company in the next few years. And it's thanks to all of you. You know, there's a lot of big ones out there, but we're the underdogs. This community in front of me right now on this stage, we are the underdogs. We're a special community and we've been sticking together through thick and thin. And we sit at the center of how enterprises actually run. We see things before they show up in the headlines.
And what we're seeing right now is bigger than AI, bigger than software, bigger than any technology shift we've watched cross this stage. The world of work is being remade. Putting AI to work for people is the gateway to economic growth. The global workforce is aging, birth rates are declining, and the world will face a labor shortage of up to 50 million workers by 2030. But at this exact moment in time, billions of agents and robots are coming online. They are the ideal partners to complement the human workforce, ensuring that all of you will rise with the AI revolution. This isn't just a forecast. It's already happening. It's rolling.
Which brings us to the story that the market is not telling you. Maybe they don't want you to know. I call this the AI blind spot. Every AI pitch you've heard lately seems to start with the LLM. And there's a lot it can do for your business. Sensational intelligence at scale. Worker productivity. Fantastic. The gains are real. Improved product innovation. We built it into our products. We use it ourselves. It makes processes smarter. You'll also find that the model is probabilistic. It will give you a different answer every time you ask a question. So you find yourselves curating these different answers to find the one you like the best, don't you? And that pull on this intelligence comes at a tremendous cost. And what is happening now is intelligence is commoditizing. It has to because everyone's using it. And that is what AI is going and can do for your business. It's a sensation. We're not a denier. But what we are telling you is there's a blind spot. And that is what AI can do to your business.
We're learning that the real competitive differentiator is the orchestration surrounding the models. Just think of an agent provisioning access, processing payroll, or remediating security incidents. That's pretty private stuff. You may have read recently about the AI failures of Klarna, deleting production DBs, customer data, reservations, backups, all gone in nine seconds. That's what an AI agent can do when no one's watching. That's why businesses require a model that thinks and workflow that acts with integration and intelligence. Governance isn't a feature. It's the whole ball game because without it your whole company can come down.
Today, agents are being deployed with no identity, audit trail or compliance posture. But look at the world today. Let's be realistic, people. Cyber crime is the third largest economy behind only the United States and China. It's a trillion dollar a month problem. The more you deploy, the more you expose. Intelligence without rules and rails is a dangerous blind spot.
Want to see this in action? Let's go. This is interesting stuff. This is your business's 367 different applications on average. AI bolted onto every one of them like a sidecar. Can you relate to that? None of them are connected or governed. So take this situation. Your CFO approved the spend and can't find the ROI. Your token bill goes up every month. Six out of 10 companies are actually using agentic AI, but only one out of 10 have built anything autonomous. Most are paying for a capability they haven't even come close to unlocking. And how about you people? Oh, this is unbelievable. Toggling between 17 tabs wondering if AI was supposed to make their life easier or harder. Can we all agree that that's not putting AI to work for people? That's AI chaos.
So, do you want to know the good news? Anybody? All right, let's go with that. Chaos has an answer. We've stood on this stage and told you that we are the platform of platforms. Anybody remember that? Okay, we are. But we have transformed again. Now we are much more. We are the AI of agents. ServiceNow is the AI control tower for business reinvention. One architecture. One architecture.
I'm going to explain this cartoon to you. Anybody like cartoons? Me too. Now picture this. We're in a control tower here. This is your company. Let's start at the top. Can you follow me? At the top, we now have ServiceNow Auto. This is one agentic front door to everything in your enterprise. All of you are in industries. We serve you all in your industry. That domain expertise is essential. Autonomous workflows, meaning on an end-to-end basis across your entire enterprise, we now run your company autonomously with humans and agents. We sense any data, we decide with any model, and we act with any workflow. We secure all of this, all the systems, all the identities, human, agent, etc. and every asset think IT, OT, IoT, medical devices, shadow IT, networks and devices, critical infrastructure, people. And all of these companies, these systems of record we have deeply integrated our system with over many years now and I know that you have many of them and some of them are actually really good companies especially the hyperscalers. And then all of this is on the ServiceNow AI platform. So we give you one AI control tower for business reinvention. This is not wet paint. This is painted. It's done. It's rolling. Are you ready for this journey now? This is it.
So you're going to hear in a couple of minutes how we have completely integrated Moveworks into ServiceNow. It will forever be referred to as Employee Works. We will tell you how Auto became the agentic front door for your enterprise. I would like you to feel very comfortable. Bring Google, bring Microsoft, bring Amazon, bring all of your language models, including OpenAI and Anthropic. And of course, always bring Nvidia. We're powering the AI advanced world. Everyone's welcome. We are completely open. We are completely friendly. We want you to have the best of choice. All of these are excellent companies and we will help all of them run better. Our platform does not care which technology you use. It makes all of them work. Sound like a deal. All right.
Choice is good. Every CEO I talk to is asking me the same question. Bill, what happens when an agent does something I didn't expect? Okay. So, today we're announcing a new vision to deal with that. The AI control tower, giving you visibility across every corner of your business, a strategic defense shield for your enterprise. Think about this. Any identity, human and nonhuman, with Vasa. If you don't have Vasa, we're ready for you today. Any device is visible with Armis, not just IT. Let me repeat OT, IoT and critical infrastructure. Any agent, any model, any workflow, any relationship between them and critically the value each one is creating. We're giving you one pane of glass across the entire enterprise, providing you with real time visibility to understand when an agent does something you didn't expect. So then what? We give you the kill switch. It allows you to pause, redirect, stop everything in mid-action. And all of this is a completely new AI native experience. Nobody has ever seen their business this way before because nobody had ever built a platform that could enable them to see things differently. And you have to see things differently before you can do things differently. So we are the ones and the only ones that do what we do the way we do it. We're spending a lot of time educating the media and Wall Street these days, but I know you get it. So, thank you. And think about this. To take you deeper, I'd like you to warmly welcome the architect of all of this, our president, chief operating officer, and chief product officer, Amit Zavery. And we will show you really great customers and really great tech today. Thank you very much. I'll be back up in a few minutes. Thank you, everybody.
Thank you, Bill. Hello everyone. It's so good to see so many of you here today. I'm so excited to talk to you about one of the most important things we are working on today. As you might have heard, AI can do so much for your business. It's equally important to ask yourself what AI will do to your business. And that's why we are so passionate about the power of our AI control tower. And today we are taking it even further. We've evolved AI control tower from visibility and management into a comprehensive end-to-end solution and includes also an AI native conversation first experience as well. So let's talk about why it matters now more than ever.
With AI control tower, you can discover and unify all of your AI across the enterprise. For two decades, ServiceNow has helped enterprises discover, map, manage technologies and assets inside CMDB. AI control tower is now a natural extension of that into AI. And it isn't just limited to ServiceNow products. It governs across the entire AI landscape. It connects to over 30 different systems, all AI born and all our AI native systems been discovered through AI control tower. It automatically discovers and catalogs every model out there, agent, data set, MCP server as well as every SaaS out there into a single living inventory. This includes models on AWS, Google, Azure, Anthropic, OpenAI, and the list goes on. So every decision about AI is grounded in your actual business context.
AI control tower also allows you to govern and secure your AI. There are thousands of new standards and regulation emerging every year nowadays. And so AI control tower automates the full governance life cycle from intake and risk assessment to compliance mapping. It also detects hallucinations, bias, toxic content, leakage and drift while AI is running and also starts remediating that automatically. And whether it's a policy violation, an agent acting out of scope or a regulation change, the platform catches it and acts proactively.
We also been co-innovating with many partners out there to accelerate value for our customers. AI control tower now integrates with Microsoft Agent 365 with ServiceNow AI specialist on the Agent 365 marketplace as well as all the agents built on Microsoft as well discovered in ServiceNow AI control tower. All with the same governance view as everything else on the platform. AI at work with trust and interoperability.
But there's something else enterprises need from AI: proof that it's working. Every board in the world is asking what value are we actually getting from my AI investment and unfortunately today 95% of enterprises can't answer that question. AI control tower enables you to track everything: adoption, consumption, ROI, productivity, and cost savings all in one place. And that means every dollar you spend, every hour you invest in AI, every token you're consuming, and the outcome associated with that is all traceable, giving your board real numbers tied to real workflows.
AI control tower also gives you continuous real-time observability across your entire environment. You can watch how agents are performing, trace their actions and course correct in a moment. Finally, every identity, asset and decision is continuously monitored with AI control tower. When something goes wrong, remediation triggers automatically. Before access attempts can become breaches, the AI gateway enforces governance, observability, and security at the transaction level for all the MCP servers you might be running.
But as you know, agents and devices are multiplying at a rate that no single tool has been able to keep up. That ends now. Vasa's patented access graph gives you visibility into over 30 billion permissions across human, machines and AI identities. And with the addition of Armis, we extend that visibility and protection to every connected asset across IT, OT, IoT and medical devices. We also working with partners like Cisco, Palo Alto, Google, Microsoft and CrowdStrike to name a few which can feed now real-time threat intelligence directly into the platform. So your security posture updates continuously as the threat landscape evolves. This is expanding the breadth of our security portfolio and accelerating our roadmap securing every corner of the agentic business. That's the full picture. One control tower that discovers your AI, governs the life cycle, proves the value, and secures every identity and asset in the chain.
Now, let's take a visionary look with one of our customers, FedEx, who's putting all of this into practice across one of the most complex and largest logistics network in the world.
On a daily basis, we move 18 million packages around the world, passing 220 countries and territories. This means working together across our global network to find the best routes and the most efficient processes, supply chain patterns, weather conditions, the right transport type, the right bamboo. We have moved more giant pandas, over 20 and counting, than anyone else. They're picky about their bamboo. We leveraging ServiceNow's capabilities to help us build a digital backbone on how we run as an enterprise across finance, HR, legal, across procurement and technology. That's some backbone. We execute 5 million ServiceNow workflows a month across three critical processes. Hire to retire, source to pay, and ship to collect. With ServiceNow, we building an AI control tower to make sure that we responsibly introduce this capability inside our environment. We know who those agents are. We can control the access and the rights for those agents. Our founder always believed that the information about the package was as important as the package itself. I love a good origin story. Can we ingest some of the insights that we generate from this large supply chain business that we have in building smarter supply chains for everyone? We started to integrate some of our insights into ServiceNow products jointly bringing both capabilities of ServiceNow and ours to bring to market new solutions around supply chain. A match made in heaven. There is $1.8 trillion of supply chain inefficiency in the world today. We want to be orchestrating global supply chains and move up that value chain precisely because of the expertise that we have. It's a fundamental change that helps to set FedEx up for success over the next 50 years. When FedEx works, the world works.
All right. Billions of AI agents are coming online and without control, it will lead to AI chaos. Now, the question that we should all be asking ourselves is, do I have full visibility and control over every AI asset across my enterprise? And if the answer is no, you're going to want to see this. Okay, this right here, this is the AI control tower. Companies like FedEx use this to manage every AI asset from every provider. And because of this, they can do what 95% of organizations can't. They can measure the value of their AI investment. So, let's walk through it. When you drill into this component, it's clearly written out for you. The first step is to identify your employee hours saved. The platform is calculating this by all of the work that's being automated through your agentic workflows and AI agents. You take that number, you multiply it by the average hourly rate, and that's how you come up with this big juicy number at the top, 250 million in productivity gains. Now, you take that, you factor in your costs, and this is how your CFO can confidently report to the board. Now, we can slice and dice this data any way you want without any analysts required. Watch this. I want to better understand the value that my Microsoft agents are driving. I'm just going to paste in my question. So, I can't really drive and talk. And then this right here, this is that conversational AI native experience that Amit just announced. Anyone in your business can ask a question in natural language and the platform surfaces the answer. No need to navigate a bunch of systems. It's like sitting next to that one co-worker who just knows everything. It's a total game changer.
Okay, so let's see. I can clearly see which agents are active. I can see the productivity. This is that visibility that we've all been after. And it's why businesses run on the AI control tower. Wait a second. Oh, sorry. An alert just came in and it's red. Oh, that does not look good. Let me drill in really quick. Okay, so it looks like a prompt injection with hidden instructions just told this AI agent to ignore all previous pricing rules and to set the shipping to $1. What's even crazier, look at this. It's instructed not to log the adjustment. I mean, this is a whole another level of AI chaos, and it's exactly why we need a control tower. And think about the ramifications for the business. This agent doesn't operate alone. It touches fulfillment, order management, billing, revenue. It's feeding data downstream to other agents that are sending customer notifications. I mean, this one agent is now poisoning multiple systems and workflows. And every minute that it's active, the blast radius increases. So, think about this for a minute. If this was your business, how badly would you want a kill switch? All right, watch this one button. You can immediately see the platform spring into action, removing all permissions and deactivating this agent. Control tower stops the bleeding. It also provides you with a full audit trail. You can see on the right, the system has generated a P1 security incident. It's logged all of the trace and it's drafted communications to our stakeholders. Mischief managed. All right. This is why companies like FedEx run their agentic business on the AI control tower. And now to hear from them directly, please welcome to the stage our vice chairman Nick Tisdale.
Morning. So the guy backstage puts my microphone on and he looks at me and he goes, 'Did you not know you were on stage today?' It's like, 'I bought this at Nordstrom, man.' And he goes, 'Did you not tell them that you would be on stage in front of thousands of people?' Like, I literally can't catch a break in Vegas. Well, it's great to be here, Cara. That was a terrific demo. One of the best things about Knowledge is the opportunity to learn from each other. Some of the most important organizations in the world are represented in this room and FedEx is one of the most important companies in the world in terms of how we move and how we trade and how we exchange goods and services. And Bill has two very special guests that will join him on stage to share that experience with all of you directly. Raj Subramaniam is the CEO of FedEx Corporation and Vishal Talwar is the CDIO and the president of FedEx Data Works. Let's give them a warm welcome to Knowledge 2026. Raj, Bill, Vishal.
Oh gosh. Welcome. Thank you. So, Bill, FedEx, it's a terrific brand. Yeah. I know you have personal feelings about this. What does it mean to have these two gentlemen here at Knowledge? Well, I want to thank Vishal first for being such a great partner, a technical thought leader, but also participated in some of our all hands meetings and our company loves you, man. Thank you, Bill. I really want to say it's an honor to have my friend Raj on stage. You know what I love about Raj is many things, but just think about this. Starts out as a marketing associate like 35 years ago. And other than Fred Smith, the great Fred Smith, there's only been one other CEO of the FedEx Corporation, and that's Raj. Oh, thank you. And you know, that's pretty damn special, man. And thank you. You know, I'm in awe of what he does and what FedEx does. I mean, think about it. Like 18 million packages a day. And you know, what the package itself is is as important as the things in the box. I mean, that's what you and Fred believed in and you're really putting that into action. So, I just want to say like that's the American dream, man. You know, you start someplace and you work your way all the way up to the top. And what I also love about Raj, whether it's Denver or Delhi, he's on the front lines with the people and everywhere he goes, he visits the people in the company to make sure he's in the rhythm and the flow of the business. I call that workflow at its highest level. So, Raj, an honor to have you. Thank you very much. Thank you so much.
Thank you. Thank you. So Raj, let me ask you, the scale of FedEx is enormous when you think about all the moving parts and pieces. When you think about the physical scale infused now with digital intelligence, what are some things you can do for FedEx customers that you weren't able to do before?
Yeah, thank you very much and thank you Bill for the honor here today to be here in front of this massive audience and I did visit the Las Vegas ramp this morning. So to talk about FedEx, for what we have built over 53 years is a true global network and sometimes people misuse the word or misunderstand the word. It's the fact that we can take a shipment from any one part of the world and get it to any other part of the world in a couple of days. That's what a network does. There are only two American companies who can do this and out of that we are a differentiated player and the way we do it of course is that we have 700 planes, we have 200,000 vehicles, we have 5,000 facilities and 800,000 of the greatest team members in the world. So that's what it takes to get something like that done. Now we realize that we move about $2 trillion of commerce through our system every single year. We connect about 3 million shippers and 225 million consumers and we are in the center of that ecosystem. So back in about 2020 I realized that we are sitting on very valuable data about the global supply chain. So that generates about two petabytes of data every single day. That's a lot of zeros. And we started organizing a digital twin of FedEx back in 2020. And of course that's what now is very exciting as the world of AI has fundamentally shifted. But the fuel for AI is of course the data and we understand how the global supply chain dynamics work. So we are moving up the value chain in terms of first of all started with predictability using the latest and greatest of our data, the weather conditions, traffic to make sure that we provide our customers with ultra predictability of what's going to happen to the package. And now we are moving even further up the value chain. If you think about the global supply chains, there's a lot of inefficiency. There's 1.8 trillion dollars of inefficiency in global supply chains. And we want to move up that value chain to orchestrate global supply chains even if it moves or doesn't move within the FedEx system. So that's what having this information and the insights allows us to do very very differently than what we had four or five years ago.
So Vishal, I've got to ask you, you know, the one thing I think all of us in this room have in common is that we all have a CEO. And the strategies, the objectives are big. There's a security challenge. There's a trustworthiness challenge. So when you think about the opportunity to do some of the things that Raj has described, how do you assure that AI at scale can be trusted?
So Nick, that for us is the most important question we have to answer for a company like FedEx where our brand has been synonymous with trust for the last 50 years. There is no room for error. As we continue our digital transformation to make supply chains smarter for everyone, as Raj just highlighted, we're ensuring that trust and security is engineered into every facet of this transformation from the start. As Raj said over the last 50 years, we've built out this extensive physical network. And the data this global network generates gives us tremendous visibility but it also gives us tremendous responsibility. So to answer your question to ensure that AI is scaling securely inside the enterprise we have to take a very deliberate strategy which for us is anchored on three core elements. First is clarity of workflows. We are starting with deeply understanding our business processes end to end. We are not just throwing automation at the problem. We are actually strategically identifying where AI can add value inside our value chain so that we have a precise control on its application inside our enterprise. Second and this is the most non-negotiable: integrity of data. AI is only as good as the data that feeds it. That's why we've been obsessed about building a strong data foundation so that any action that's driven by AI is driven with insights that are clear, reliable, and secure. Finally, you need a strong orchestration framework and governance. As we scale AI agents across the enterprise, we treat them no different than how we treat our human workforce. So, we treat them as a digital workforce that needs to be governed with the same rigor and policies as we do our human teams. And this is where tools like ServiceNow's AI control tower become extremely essential for us because it provides us the single pane of glass for traceability and visibility across all AI deployments inside the enterprise. So we can responsibly scale AI. So ultimately it's the combination of these three things: clear workflows, clean data, strong governance which makes us confident that AI that we are scaling across the enterprise can be trusted.
I think that resonates with everybody. Vishal, thank you very much. Raj, one thing a lot of people in this room have in common is that they work for a Vishal. They work for a CIO or a CDIO. You're one of the most progressive innovative CEOs in the world. Maybe just a quick word from you about the emerging dynamic in the relationship between the CEO and the CDIO.
Well, that's an excellent question. First of all, our vision is to make supply chain smarter for everyone. The word smarter is very important here. We are the heartbeat of the industrial economy and the most valuable goods move through our system. If you want to move semiconductor chips, you move with us. If you move potato chips, somebody else maybe. But this is very important. So the difference between business and technology is kind of evaporating and I think the role, I think business is technology and technology is business. So whenever we talk about any strategic thing especially in the world of FedEx and the world we are headed now, CDIO and Vishal in particular is my thought partner. It's my strategic thought partner from a business angle point of view. I don't understand too much of technology he does but you know the point about bringing these two together and bringing and talking about where we need to evolve as a business is no longer two separate things, it's one thing and that's why the role of CDIO and particularly having somebody of Vishal's caliber right on my right hand here is just very very important for us as we think about the future of FedEx.
Beautiful. Well, I want to thank the both of you. I know FedEx is everywhere across the show floor. We've got other things for you to do. People are going to get a chance to hear more from you. But for now, to say that we're grateful that the world works with ServiceNow and when FedEx works, the world works. That means a lot to us.
May I just say Raj, I remember you and I sitting down in Washington DC having a very serious conversation and me giving you my word that we're good for it and we're going to make it happen. And then to be backed by a great technology leader like Vishal. I reinforce today that promise. The most important thing that goes on behind the scenes, not on major stages like this, when we're in meetings with the leadership of ServiceNow, you know what we talk about? Whatever it takes, that man is successful. That company gets what they bargain for and they're a highly referenceable success story. Our success is based upon your success. And I just want you to know as a friend, as a partner, and as one of the great CEOs the world has ever known, I could not be more honored that you're here today. And I could not be more committed to your success.
Thank you very much. Thank you very much. Thank you very much.
Let's welcome Amit back to the stage.
Great man. Thank you. Thank you all. You leave for now. Amit's going to take back over.
All right. All right. That was a great panel. The world is converging around two critical technologies. AI that thinks and workflow that acts. The first one gets all the attention and for a good reason. The pace of model innovation has been extraordinary as you've seen over the last year or so. But execution is where enterprises actually win or lose. Enterprises are rethinking how AI connects to their systems, including through APIs and also nowadays headless access. But data alone doesn't run a business and action does. And that's what we've been building for 22 years. The system of action that runs the enterprise. And here's the reality right now. Every role has their own interface and experience. Developers are using cloud or codeex or other tools. Sales teams are using co-pilots. Security and engineering time might be building and running new custom agents. Every one of them is an example of AI that can think but none of them can act across the enterprise on their own. And that what takes a system of action to
So today we're announcing ServiceNow Action Fabric. Wherever AI shows up in your enterprise, ServiceNow is the platform enabling it. The full power of this platform is now exposed for AI to use, including flows, business rules, approvals, SLAs, audit trails, and compliance. Any AI now can call this through REST APIs, MCP, or agent-to-agent protocols. And every call inherits the same context and governance on this platform. And one of our first launch partners, Anthropic, is putting this to work today. Claude Co-work connects directly to our governed system of action, bringing enterprise execution into the tools employees are already using today. And this partnership is just one example of what ServiceNow Action Fabric enables: the platform that lets workflow act for every AI in your enterprise. And there's one more place workflow needs to act inside your workforce. And to show you what that looks like today, please welcome Holly.
Thank you, Amit. For 20 years, our customers have been at the center of everything we do. And now more than ever, we recognize the need for reinvention and business reinvention. That's why we at ServiceNow have more than just AI that thinks. We have workflows that act. And something we've noticed is that there's no immediate place more ripe for reinvention than legacy CRM. So we're taking it to a whole new level. Let's take a look.
We absolutely cannot innovate using manual processes. Right now, the cost of losing a customer is higher than ever.
The ability to connect all of the people in different functions, all the systems behind those functions into a single coherent platform. The ServiceNow CPQ solution allows us to really design a very tailored and custom-made experience.
It's allowed us to unlock innovation much more quickly. We've been able to completely modernize how and when a technician is dispatched.
With ServiceNow, we've been able to provide a centralized knowledge base for our agents to work on the more complex issues our customers have.
Resolution time was about 26 days. We're now down to 5 days. We've been able to get rid of 13 different software platforms overnight.
We have three goals: productivity, customer experience, and efficiency.
We're doing that all on a single platform that's fully integrated to enable autonomous agentic AI.
We are not going to mess around when it comes to CRM. As you can see, Autonomous CRM brings together sales, service, order fulfillment, and customer success, all on a single AI platform. On the sales side, Autonomous Sales CRM is already delivering for our customers. CPQ, what you just saw in that video, is the fastest growing product in our CRM portfolio, already processing more than 7 million transactions every month. With autonomous quoting and conversational sales capability, reps are spending more time building quality relationships with their customers and less time updating the same fields over and over again. With Autonomous Industry CRM, we're building purpose-built workflows for every single industry represented in this room, from telco to banking to technology to manufacturing to healthcare and more. And on the service side, we put Agentic AI to work across every single channel of your business. It understands intent. It applies business rules. And it either resolves or routes issues before a human agent ever has to get involved. That's autonomous CRM. But the challenges that enterprises are facing today are so much bigger than just CRM. The most talented people in every organization in this room are spending too much time on work that they never should have been doing in the first place. Mundane tasks like triaging tickets or updating incidents, routing approvals, or chasing down the same issue over and over again across a ton of disconnected systems. It's a workforce design problem. But we have the solution. Earlier this year, we announced the autonomous workforce where AI specialists don't just complete tasks. They execute specific roles end to end. They work alongside your teams. They follow your processes and they improve and get smarter over time. The first AI specialist true to our core that we launched was in IT service management and the results have been significant. Customers like DocuSign and Honeywell are already deflecting the majority of the requests, resolving issues in seconds and getting to value immediately. Here in our own backyard at ServiceNow, when we put our IT help desk agent to work, we are resolving cases 99% faster than the human agent equivalent. Today I'm thrilled to share that we are expanding our autonomous workforce with new AI specialists across the entire enterprise from CRM to employee experience to risk, security, and core IT. For example, we have a case management AI specialist for customer service as well as a risk and vulnerabilities specialist for security. Each single specialist has a defined role, a clear set of responsibilities, and an understanding of how your business actually operates. They will execute complete workflows in seconds, grounded in your enterprise data, governed by your policies, and with a full trail of auditability that they leave behind in every step. AI specialists will slot into your existing teams, working just like bringing on another new team member. And once they're assigned, they take it from there, understanding requests, applying business context, and executing the work from start to finish. Every specialist runs with the same governance framework that's protected our platform, processing now more than 100 billion workflows every year, and they're secured by the same access controls as human workers. For years, enterprises have been building workflows, refining policies, and investing in the ServiceNow platform. And AI specialists take all of that institutional investment, everything that you and your teams have been building on this platform for decades, and they activate it at a speed and a scale that simply was not possible before. And we're not stopping. We're continuing to release new AI specialists across every corner of the enterprise because we are here to help you build the Agentic business. And right now, we get to see it in action. Please join me in welcoming to the stage Amy, our chief experience officer for a live demo. Amy, take it away.
All right. Thank you, Holly. AI specialists are autonomous team members modeled after a role in the business like a service desk specialist with the specific skills to complete the tasks that that role typically performs. So, this is a massive help to a team that might be stretched too thin and drowning in high volumes of repetitive work. Let's look at how these AI specialists can transform how work gets done at FedEx, shouldering a ton of work that could overwhelm the team. So, imagine that I'm an IT service desk manager at FedEx and my dashboard today, frankly, it's not looking good. It's not good at all. So, backlog status is way up. CSAT is dropping down. My team is not able to handle the work that's on their plate. This is not good. So, there's a great promotion here on the right hand side though that says there's an L1 IT service desk AI specialist that might help my team. Now, I'm not totally sure how this is going to work. So, I'm going to go in and ask Otto how this service desk specialist will really help. Otto immediately gets to work using agentic AI to perform a quick analysis on how this AI specialist works. And right there, it actually generates a profile card telling me all the details that need to build my trust that this is the right solution to solve for my team. The eval scores are at 85% accuracy and it would offload nearly 2,000 incidents a year, saving over 3,000 hours. That is incredible. I look through the details. I can see the specific skills are already toggled on. And I can also see that if a case gets too complex, it'll get escalated to a human who can handle it. This builds my confidence. So, I'm going to go ahead and activate this AI specialist. Absolute no-brainer to add that to my team. So, once activated, the specialist is assigned to my team instantly, and I have full control to adjust the settings or deactivate it at any time. Okay, we're going to fast forward in time here. Imagine a few weeks have passed and I come back to that same dashboard. I can see the backlog status has dropped significantly. CSAT's in a great place and overall my team is handling things in a timely fashion and I can see that IT service desk specialist is right there alongside my team helping do the work. So I want to go in and really examine its performance as an individual. So I'll go in here and ask Otto to show me how the performance is going here. And again, Otto gets to work. It's looking at the specialist activity. It's pulling up metrics and it's summarizing exactly how this AI specialist is helping my team. I can see its individual CSAT. I can see the SLA on its incidents. And I can see that it is fantastic. It's doing a great job. It's actually offloading 52% of the inbound work hitting my team. More than half autonomously while human agents focus on the work that really matters. Okay, I still want to see how it's doing this job. So, I'm going to click into an incident and open it up. And again, I can see exactly the steps that this AI specialist is taking, which gives me an audit trail in case I need to investigate how it completed the work and ensure that it took the right steps. All right, this is really exciting stuff. I'm so thrilled that we can bring this to our customers. And like you can see, this is the future of work. So, it's not just AI that assists, it's AI that acts and resolves, delivering real business outcomes. All right, I'm excited to welcome Nick back onto the stage. I think he's going to win best dressed. What do you guys think?
Oh, that's very kind of you. Thank you, Amy. Love to see the product. I forgot to mention before, happy Cinco de Mayo, everybody. Chris Batty is our chief customer officer. Where's Chris? He's sitting right here in the front row. Stand up, Chris, so everybody can see. If you take a selfie with him, he will buy you a margarita. That is not an authorized offer, but I think you should do it anyway just because he will hate it. Bill has another special guest that I think you will be excited to hear from. I don't think there are many people in the context of technology, artificial intelligence who literally do not need an introduction. But the gentleman that's coming out with Bill right now is one of those people. So I will simply say this. Please give a warm K26 welcome to the founder, president and chief executive officer of Nvidia, Jensen Huang.
