At the annual event for customers and partners of ServiceNow, Knowledge 2024, the company has unveiled new artificial intelligence (AI)-driven capabilities to enhance employee experiences, empower talent development, and optimize in-person work. These enhancements, which are part of the ServiceNow Talent Development solution, infuse AI into the learning experience to understand skills, support internal mobility, and improve mentoring.
Innovations in Talent Development
The Talent Development solution, formerly known as Employee Growth and Development, leverages AI and skills insights to identify skill gaps and recommend relevant training and growth opportunities for employees. The updates announced today expand these capabilities to offer a complete suite of solutions:
Skills in Manager Hub: Integrated into the Manager Hub, this feature provides managers with a comprehensive view of their team’s skills, enabling them to understand strengths, identify gaps, and align skills with jobs and tasks.
Opportunity Marketplace: Utilizing AI algorithms to match employees with internal jobs that align with their skills and aspirations, promoting employee engagement and retention.
Mentoring: Suggests mentors based on employees’ skills, preferences, and experience, making it easier to find mentors and schedule mentoring activities.
Now Assist for HR Service Delivery: Utilizes generative AI to respond to and act on talent development-related queries, providing contextual and personalized answers across multiple channels.
Updates in Workplace Service Delivery
The updates in ServiceNow’s Workplace Service Delivery aim to enhance in-person collaboration and optimize operational efficiency. According to Gallup, hybrid workers show higher engagement when their teams collectively decide on office hours. However, only 12% of hybrid employees report using this collaborative approach. The new capabilities include:
Workplace Presence and Workplace Concierge: Enhance office collaboration through a chat-based concierge experience that automates common requests such as finding available spaces and booking rooms or desks.
Smart Building Insights and Integration Framework: Integrates intelligence into workplace service delivery through leading sensors, providing real-time data and insights on efficiency, optimization, and occupant experiences.
Impact of AI and Emerging Technologies on the Labor Market
Recent research from ServiceNow and Pearson reveals the transformative impact of AI and emerging technologies on the workforce and the global skills economy. The growth of the tech workforce is projected to significantly outpace the total workforce growth globally by 2028. In the US alone, an additional 1.76 million new tech workers will be needed by 2028, totaling 6.23 million IT jobs across various industries.
Statements from ServiceNow Leaders
“To win as a business, leaders must commit to the development, growth, and well-being of their employees,” said Jacqui Canney, Chief Human Resources Officer at ServiceNow. “Empowering employees with tools to develop highly sought-after skills will unlock greater opportunities for career advancement, driving stronger innovation and long-term business success. The power of AI not only helps employees learn and grow through personalized experiences, but also enables them to focus on fundamentally human work.”
Gretchen Alarcon, Senior Vice President and General Manager of Employee Workflow Products at ServiceNow, added: “Talent Development now goes beyond just enhancing skills; it offers personalized growth paths that align employees’ career goals with business needs. Our updates in Workplace Service Delivery aim to improve in-person collaboration and help businesses make smarter decisions about their workspace utilization.”
Availability and Future
The new capabilities included in Talent Development and Workplace Service Delivery are available to all customers starting today. Additionally, ServiceNow has announced the acquisition of Intella, an end-to-end talent acquisition solution, to further enhance its employee experience portfolio.