ServiceNow Says Agentic AI Lifted HR Capacity and Automated Support Work
ServiceNow executives Jacqui Canney and Kellie Romack argue that agentic AI is already changing workplace operations by creating measurable capacity rather than simply replacing jobs. In a ServiceNow-sponsored interview, they point to the company’s internal deployments — including faster commission answers, autonomous IT service-desk resolution, and large-scale support automation — as evidence that AI’s value depends on redesigning workflows, tracking the capacity created, and redeploying employees into higher-value work. Their case is that managers now have to govern both people and agents, with visibility, skills assessment, and explicit choices about what work should be automated.
Alex Kantrowitz·May 18, 2026·11 min read
