---
id: "entity-servicenow"
type: "entity"
entityType: "organization"
canonicalName: "ServiceNow"
aliases: []
source_timestamps: ["§ [ Stage 2 ] Get Customers to Use Your Agent"]
tags: ["b2b-software", "workflow-automation"]
related: ["concept-human-in-the-loop-escalation"]
sources: ["agentic"]
sourceVaultSlug: "hbr-seg-agentic"
originDay: 6
articleStem: "hbr-ext-18-preparing-brand-agentic-ai"
sourceUrl: "https://hbr.org/2026/03/preparing-your-brand-for-agentic-ai"
sourceTitle: "Preparing Your Brand for Agentic AI"
---
# ServiceNow

A workflow-automation company that successfully deployed a [[concept-human-in-the-loop-escalation]] model: its AI autonomously handles **80% of queries**, escalating the remaining **20%** to humans. This reduced complex-case resolution time by **52%**.

**Enrichment note.** The 80/20 resolution split and 52% improvement figure are not corroborated by the enrichment search set.