India’s Engineers Propel ServiceNow’s Global Generative AI Breakthroughs

India’s Engineers Propel ServiceNow’s Global Generative AI Breakthroughs

ServiceNow, a $9-billion US-based software leader, relies heavily on its engineering teams in India to push forward its advancements in generative AI for the enterprise sector. With its latest release, dubbed “Xanadu,” the company has introduced 350 new generative AI features to its Now platform, marking its largest AI-centered launch to date. Developed with substantial contributions from its India Technology & Business Centre, the Xanadu release reflects over 5 million engineering hours, quickly becoming ServiceNow’s most lucrative product launch.

Sumeet Mathur, Senior VP and MD of ServiceNow’s India Technology & Business Centre, emphasized that generative AI is not merely a trend for the company, but a tool delivering tangible improvements in efficiency and functionality. ServiceNow integrates AI directly into its workflows, ensuring AI tools complement existing processes rather than requiring users to navigate separate systems. For instance, its AI-powered case management system enables customer service agents to seamlessly continue interactions, with AI summaries that consolidate data from across the organization’s systems—spanning customer service, warehouse, and finance platforms.

At the core of this capability is what Mathur describes as ServiceNow’s “knowledge graph,” a unified data architecture that enables real-time, comprehensive access to enterprise-wide information. This system allows ServiceNow’s AI to provide instant responses to queries, such as the status of a refund, by collating data from disparate systems like order history, returns, and financial information.