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

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Companies are hailing AI as the new productivity miracle, automating hours of tedious work, supercharging efficiency, and generating the same output as hundreds of human workers. Paul Fipps, the president of global customer operations at ServiceNow, said he’s witnessing firsthand how companies are revolutionizing the employee experience without any human intervention. “We have one of our customers, Standard Chartered Bank, that I was with about four months ago, and the chief operating officer said she’s driving 77% deflection rates across all of her employee requests,” Fipps recently told Fortune’s Andrew Nusca onstage at the 2026 AIQ Summit. “I always say, if you get 25% to 30% deflection in those use cases, it’s game-changing. If you get 75% to 80%, it is life-changing.” The productivity gains add up when AI systems can wrangle more than three-quarters of worker requests—with no human touch required. The ServiceNow executive said that most of the high-value use cases involving AI…

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