Marcelle Howard, ServiceNow and Alex Herttrich, Accenture | ServiceNow KNOWLEDGE 2025
AI Summary
In the latest event at Knowledge 2025, Savannah Peterson hosts Marcel Howard (Director of AI Solutions at ServiceNow) and Alex Herttrich (Director of Global ServiceNow GenAI Lead at Accenture) to discuss Hitachi’s transformative journey with ServiceNow. The conversation highlights how Hitachi has successfully leveraged ServiceNow to enhance employee interactions and streamline support processes over the past year. They detail the impressive results achieved, including a 10x increase in chatbot usage and a significant reduction in service desk instances, marking a pivotal shift towards AI empowerment and service optimization. The discussion also touches on the vision for future AI integrations and the importance of building trust within technology to ensure effective human-technology collaboration.