Theresa Daudier is a Senior Staff Knowledge Management Engineer at ServiceNow, working at the intersection of AI, content strategy, and UI development to enable large scale organizational change. They focus on applying (AI) tools, knowledge, and process improvements to help engineering teams create, manage, and share their expertise as high-quality content more effectively. Theresa has led the design and rollout of a self-service content management strategy for ServiceNow’s 2,000+ global engineering organization, integrating product design improvements, UI research, and agentic AI to reduce friction, improve content quality, and support consistent knowledge sharing at scale.

How ServiceNow Used Agentic AI to Reduce Costs and Improve Customer Experience

So you’ve invested in AI—now what? In this session, I share a real world case study from my work at ServiceNow, where we approached AI not as a replacement for people, but as an AI control tower—connecting AI, data, workflows, and people to remove redundant work and shift writers toward higher value tasks. Our challenge was to implement AI in our 2,000+ global engineering organization—not professional writers—while influencing change without authority. The goal was to reduce publishing costs, improve the user experience, and make it easier for people to do the right thing. Attendees will learn how we moved beyond AI proofs of concept by grounding AI in strong knowledge and content management practices, embedding guidance directly into workflows, and introducing agentic AI to proactively support contributors—before human review ever begins. The result: a shift from reactive content management to more autonomous interactions, less rework, lower costs, enhancing trust.

In this session, attendees will learn:

• Identify real organizational pain points AI can solve—and avoid expensive hype
• Prep knowledge and content management foundations for safe, effective AI use
• Use AI to reduce manual review and rework by performing quality checks before human review
• Use agentic AI to guide contributors in real-time
• Identify what AI can—and cannot—fix when it comes to UI and content experience
• Implement practical strategies for influencing change without authority in large, distributed teams