76 REPORT and predictable, and helping them become more strategic. It’s a fundamentally different proposition from task automation: it is AI as an organisational capability. Pacesetters also prioritise interoperability. Organisations that unlock the full potential of AI choose solutions with native AI capabilities that work seamlessly with other applications and platforms, allowing for smooth, end-toend data flows across all business functions. The result is what can be described as contextual intelligence: AI that is anchored in relevant, realworld data and connected across the enterprise in ways that genuinely enhance decision-making. Combined with the accessibility of natural language models, this is what distinguishes pacesetters from early adopters – and what allows them to achieve greater business value at scale. For the majority of organisations still working out how to bridge this gap, the path forward requires a shift in both strategy and infrastructure. Embedding AI deep within existing technology ecosystems – unifying processes and data rather than layering AI on top of disconnected systems – is the critical move. To help organisations make that transition, ServiceNow and Microsoft are collaborating on new generative AI use cases that redefine the boundaries of how and where work gets done. Their shared goal is to continue developing and improving the tools and systems that break down business silos, advance toward a unified data ecosystem, reduce monotonous tasks, increase opportunities for engaging strategic work and ultimately realise the efficiency gains of a fully integrated IT environment. As a first step toward this vision, ServiceNow’s integration with Microsoft Copilot combines the generative AI features of the Now Assist generative AI-powered chatbot with Microsoft’s AI interface that has become an organising layer for work across more than 400 million Microsoft 365 users. Now Assist delivers direct, relevant and conversational responses to employee requests, connecting those exchanges to AI-powered workflows on ServiceNow’s platform, where it can execute actions on behalf of employees. This seamless process – streamlining IT service delivery and empowering employees with self-service options – is now available Photo: ServiceNow
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