Q&A: ServiceNow CIO sees an 'iPhone moment' for genAI

Like many enterprises, ServiceNow has been incorporating artificial intelligence (AI) into its internal systems and customer-facing products for years. But when Open AI's ChatGPT emerged a year ago, everything changed — fast. Suddenly, what had been machine learning — or "analytical AI" that could produce recommendations based on financial, sales, and marketing data —  became natural-language processing. A brand new employee could suddently ask the corporate generati