随着AI智能体技术在各种场景和平台中的广泛应用，许多组织对于如何入手这项技术感到困惑。据AI 专家介绍，目前已有几个应用场景脱颖而出，展现了AI智能体的巨大潜力。 EY的全球创新AI官员Rodrigo Madanes表示，AI智能体能够顺利集成到ERP、CRM和商业智能系统中， 实现工作流程的自动化、数据分析的管理以及有价值报告的生成。与以往的自动化技术不同，AI智能 体具备实时决策能力，使得流程自动化成为其主要应用场景。它能够自动化处理以往需要人工干预的重 复性任务，如客户服务、供应链管理和IT运营等。更AI智能体能够适应变化的条件，处理意外输入，无 需人工监督。 在软件开发领域，AI智能体有望将编码助手转变为更智能的开发工具，能够编写大段代码。分析公司 Gartner预测，在三年内，更智能的AI智能体将承担大部分代码编写工作，这将促使软件工程师重新培 训技能以适应新的技术环境。数字化转型咨询公司Publicis Sapient的执行副总裁兼首席产品官Sheldon Monteiro指出，编码智能体不仅能够编写代码，还能独立审查代码错误，提高整体自动化水平。 在过去的一年里，AI智能体技术异军突起，成为了科 ...

Summary of ServiceNow (NOW) FY Conference Call - May 28, 2025 Company Overview - **Company**: ServiceNow (NOW) - **Industry**: Software, specifically focused on business transformation and workflow automation Core Business Segments - ServiceNow operates primarily in three business areas: - IT Service Management (ITSM) - Customer Relationship Management (CRM) - Core Business Workflows (HR, finance, procurement, legal, supply chain) [6][9][16] Key Insights and Strategies - **AI Platform for Business Transformation**: ServiceNow emphasizes its role as an AI platform aimed at transforming business processes, not just as an IT service management tool [6][7][30] - **Market Leadership in ITSM**: ServiceNow is recognized as the clear market leader in ITSM, serving as a critical tool for CIOs in managing technology portfolios [7][8] - **Integration Across Functions**: The platform's ability to integrate workflows across various departments (HR, finance, etc.) provides a competitive advantage, allowing for streamlined processes and improved efficiency [10][21][22] - **Value-Added Layer**: ServiceNow does not replace existing core systems (like HCM or general ledger) but adds a layer of value on top, enhancing processes such as employee onboarding and procurement [18][21][30] Growth Opportunities - **Expansion into Adjacent Functions**: The company is focusing on expanding its services into HR, finance, and procurement, leveraging existing ITSM capabilities to address similar challenges in these areas [11][12][29] - **Cost Savings as a Strategic Priority**: With macroeconomic uncertainties, companies are prioritizing cost savings in back-office functions, making ServiceNow's offerings increasingly relevant at the C-suite level [29][30] - **AI Integration**: The introduction of AgenTeq AI aims to enhance decision-making and automate processes across departments, further driving efficiency and value for customers [82][84] Customer Engagement and Adoption - **Customer Journey**: Typically, customers start their journey with ServiceNow by improving IT processes, which then leads to broader adoption across other departments as they recognize the platform's value [37][38] - **Tailored Solutions**: ServiceNow tailors its solutions based on specific customer pain points, whether it be reducing real estate costs or streamlining procurement processes [39][41] Competitive Advantages - **Agentic Platform**: ServiceNow's unique agentic platform allows for orchestration and reasoning over requests, differentiating it from other transactional systems [91][94] - **Data Access and Integration**: The platform's ability to integrate with over 200 systems and utilize data without duplication enhances its effectiveness in providing comprehensive solutions [94][96] - **Deterministic Workflow Leadership**: ServiceNow combines deterministic workflows with agentic capabilities, allowing for both mandated processes and intelligent recommendations [96] Financial Considerations - **CapEx Strategy**: ServiceNow's higher CapEx is attributed to its infrastructure model, which allows for customer control over upgrades and ensures strong operational margins [65][67][69] - **Pricing Model**: The company employs a hybrid pricing model for AI, allowing customers to scale their usage based on the value derived from the technology [59][60] Conclusion - ServiceNow is positioned as a leader in the software industry, focusing on business transformation through AI and integrated workflows. The company's strategy emphasizes adding value across various business functions while maintaining strong customer engagement and addressing specific pain points. The integration of AI and a robust data fabric further solidifies its competitive edge in the market.