ServiceNow’s AI mission
At ServiceNow, our mission is to use the transformative power of AI within workflows, driving enhanced performance and world-class experiences. We’re committed to providing the guidance needed to build AI experiences that build trust. This includes various forms of AI, including machine learning, generative AI, and large language models (LLMs). Learn more about AI at ServiceNow.
Embrace responsible AI
Putting AI to work for people, responsibly
To ensure responsible AI is part of our DNA, we’ve embraced four guiding principles that infuse and inform everything we do with AI so that our customers can responsibly put AI to work for people. Our AI technology development is being steered by the following:
Being human-centered
We clearly document where AI is being used in our products and services and are committed to providing guidance on how to deploy our AI responsibly. This allows our customers to decide where and when they use our AI and to make informed choices about how they use it. We also strive to ensure that our GenAI is built with human-centered principles, including persona-based designs, and that humans have control over AI-based decisions.
Being inclusive
We believe in the power of technology to reduce complexity and make the world a more equitable place. Our AI teams reflect a wide diversity, and we strive to build our models with datasets that reflect the incredible diversity of our customers. And we’re committed to continuously testing our AI, promoting fairness for all, and controlling for undesired bias when needed.
Being transparent
We communicate with our customers about AI in a direct manner that informs and provides information on using AI responsibly. This includes describing the limits and intended usage of our products, as well as overcommunicating about the areas customers care most about, such as the data used for training, our model cards, and our approach to privacy and security.
Being accountable
At ServiceNow, trust is the cornerstone of our AI operations. We take our AI responsibilities seriously and have adopted an oversight structure to provide accountability and governance. We work closely with external experts and the AI community to get their feedback, and we have established internal governance bodies to oversee ongoing product and development activities.
