Jacqui Canney and Kellie Romack discuss how agentic AI is transforming the workplace by automating routine tasks to increase productivity, enable employees to focus on higher-value work, and foster innovation through employee involvement and continuous learning. They emphasize the evolving role of managers in overseeing both human and AI agents, the importance of transparent career progression, and the need for governance, measurement, and responsible AI deployment to maximize value and ensure security.
In the discussion on how agentic AI is transforming the workplace, Jacqui Canney and Kellie Romack from ServiceNow share real-world insights from their experience implementing AI technologies. They highlight how AI has enabled HR business partners to significantly increase their capacity, serving more employees without adding headcount by automating routine tasks and redeploying staff to higher-value work. This approach not only boosts productivity but also fosters innovation by involving employees in identifying use cases for AI application.
A key example discussed is the automation of commission inquiries within the finance and HR functions, where a process that previously took four days was reduced to eight seconds using AI. This shift allowed finance teams to focus on more strategic tasks while salespeople could dedicate more time to customer engagement. The speakers emphasize that AI should not simply automate existing processes but should be used to reinvent and reimagine work, enabling employees to upskill and engage in more meaningful activities.
The conversation also addresses the evolving role of managers in an AI-enabled workplace. Managers must support their teams by fostering a culture of experimentation and learning, helping employees adapt to new workflows that integrate AI agents. Rather than eliminating middle management, AI changes the nature of management to include overseeing both human workers and AI agents, ensuring quality and handling complex cases that require human judgment.
Career progression in this new environment is less linear and more adaptive, with organizations needing to be transparent about their evolving structures and skill requirements. Both leaders stress the importance of agility and continuous learning, supported by initiatives like ServiceNow University, which offers training on AI skills and work redesign. They also discuss the importance of assessing AI capabilities across the workforce to tailor training and redeployment efforts effectively.
Finally, the leaders underscore the necessity of governance, transparency, and measurement in AI deployment. ServiceNow’s AI control tower provides visibility into AI agent performance and adoption, ensuring security and preventing fragmentation. They advocate for piloting AI solutions, maintaining human oversight, and focusing on value creation. For leaders, the advice is to lead by example with curiosity, encourage safe experimentation, and strive for deep understanding of AI systems to harness their full potential responsibly.
