Top ServiceNow exec on clients delivering ‘life-changing’ results with AI agents—and he's seeing it now at Standard Chartered

Fortune · Emma Burleigh

ServiceNow executive Paul Fipps said Standard Chartered is using AI agents to automate employee request handling with minimal or no human involvement. He cited 77% deflection rates across employee requests, with 75% to 80% described as “life-changing.” As enterprises roll out more AI-enabled services, they’re being pushed to redesign business processes and add governance to keep agents compliant and preserve customer trust.

Why it matters

Paul Fipps, the president of global customer operations at ServiceNow, said at Fortune’s AIQ Summit that some clients “can’t rely on humans” to keep AI agents in check.