Orica Enhances GenAI Features with Now Assist
We independently review everything we recommend. When you buy through our links, we may earn a commission which is paid directly to our Australia-based writers, editors, and support staff. Thank you for your support!
Quick Overview
- Orica incorporates 20 AI-enhanced capabilities into its IT service desk.
- The organization recently implemented five new AI use cases using Now Assist.
- AI workloads now encompass 75% of Orica’s IT support team.
- Virtual agents’ success rate has doubled since the rollout.
- Orica has transitioned from a tech-driven to a process-driven AI strategy.
- ServiceNow Control Tower set to bolster AI scaling and governance.
Orica’s AI Growth in IT Support
Orica, a frontrunner in explosives and blasting systems, is revamping its IT service desk operations with cutting-edge AI functionalities. A year post the integration of ServiceNow’s generative AI suite, the firm has introduced 20 AI-enabled capabilities, recently highlighting five groundbreaking use cases via the Now Assist toolkit.
Success and Adoption Driven by AI
Bradley Hunt, Orica’s DevOps and regional apps manager, underscored the significant influence of AI on the IT support team, with AI now assigning tasks to 75% of the team in the past quarter. During the ServiceNow World Forum in Sydney, Hunt mentioned that the initial strategy was tech-driven, aimed at acquainting staff with AI functionalities.
After joining the early access program for Now Assist, Orica swiftly doubled its virtual agents’ success rate, currently rerouting 94% of effective flows from the service desk. The engagement with AI among IT personnel has surged by 70% over the last six months, enabling roughly 12,000 AI-driven actions each month.
Transitioning from Tech-Led to Process-Led
Orica has effectively moved to a process-led methodology, concentrating on weaving AI into team workflows to optimise return on investment. The organization’s approach includes outlining team processes to locate areas where AI can reduce or eliminate steps, which enhances operational efficiency and governance.
ServiceNow Control Tower for Future Development
Orica is overseeing its AI demand and governance through the ServiceNow platform, acting as a singular source of truth for converting AI concepts into production-ready solutions. CIO Rachael Sandel highlighted the importance of the ServiceNow Control Tower in offering visibility, coordination, and automation to support AI scaling.
“It’s not solely about technology,” Sandel remarked. “It’s about fostering an environment where AI can flourish.”
Conclusion
Orica’s deployment of ServiceNow’s generative AI suite within its IT service desk has significantly enhanced efficiency and adoption rates. With a transition from tech-driven to process-driven approaches, Orica is set to further advance its AI capabilities leveraging the ServiceNow Control Tower.
Q&A
Q: What is Orica’s main objective with AI integration?
A: Orica seeks to improve efficiency and effectiveness in IT support by incorporating advanced AI functionalities.
Q: What has been the effect of AI on Orica’s IT support team?
A: AI has assigned tasks to 75% of the IT support personnel, markedly enhancing workflow and productivity.
Q: What is the forthcoming step in Orica’s AI strategy?
A: The next step involves leveraging the ServiceNow Control Tower for enhanced visibility, coordination, and automation.
Q: How has the adoption of virtual agents evolved at Orica?
A: The success rate with virtual agents has increased, deflecting 94% of effective flows from the service desk.
Q: What does the transition from tech-led to process-led mean?
A: It signifies a focus on integrating AI into workflows to enhance efficiency and ROI, rather than merely implementing technology.
