ServiceNow sees India as its biggest mkt in Asia-Pacific: Amit Zavery

ServiceNow, which provides artificial intelligence (AI)-powered software solutions to enterprises, said India is one of its fastest growing markets outside the US. This comes as clients across financial services, telecom, and healthcare try to automate sizable portions of their business to improve efficiency and lower cost.

 

The company describes India as one of the “high-growth markets,” besides Mexico and Brazil, where it is also working with various public sector undertakings (PSUs) and government agencies, which look to automate the government’s citizen services.

 

“India is the fastest growing market for us globally with a double digit growth rate,” Amit Zavery, president, chief product and operations officer, told Business Standard. He added that he expects the country to become the biggest in Asia-Pacific soon.

 

 

Almost 20 per cent — or more than 5,200 employees of the company — is based out of its engineering centres in Bengaluru and Hyderabad with 40 per cent of the product engineering work being done out of the country.

 

“A lot of work being done out of our India centres is on agentic AI. For example, AI studios help customers build AI agents easily with low code tools. A significant part of that engineering and design is from here. Besides, cyber security, incident management, and improving user experience are also things that engineers here are engaged in,” Zavery, who previously headed Google Cloud, said.

 

ServiceNow is betting big on agentic AI as the next area of growth as it makes that technology a core part of its platform which improves efficiency, predictability and real-time decision support.

 

Agentic AI, where agents take up a large part of human operations, is expected to be the next big technology frontier with a market size of about $47 billion by 2030, up from $5 billion, last year.

 

However, experts say that enterprises are still wary of adopting GenAI and agentic AI as returns on investment remain unsure and structural changes within an organisation take time. Zavery does not see that as an impediment.

 

He said, “What our customers see with agentic AI is a game changer in terms of automation, predictability, efficiency, accuracy, and customer experience. Fifty per cent of our customers globally want to be in AI mode this year. While GenAI is just productivity gain for individual employees, agentic is for enterprises. That is why we see large amounts of implementations starting to happen.

 

It is an evolution of what people were doing before, which is LLM wrapper, to enterprise automation. So, we do not see barriers in demand. One has to pick the right use cases to demonstrate what the value will be.”

 

For example, Zavery said, legal is a great benefactor of Gen AI and agentic AI when it comes to contract management and managing and reviewing them faster.

 

ServiceNow, whose clients include Infosys and Cognizant, works with Visa on the company’s payment fraud detection and dispute management process.

 

Whenever Visa has a dispute pertaining to credit card charges with its users, ServiceNow uses AI to figure out if the claims are valid, thus automating the workflow.