What's Happening?
Orica, a company specializing in explosives and blasting systems, has expanded its artificial intelligence capabilities by integrating ServiceNow's generative AI suite into its IT service desk operations. Over the past year, Orica has implemented 20 AI-powered capabilities, including five agentic AI use cases, to enhance its support functions. The company reports that AI has been instrumental in assigning cases to 75% of its IT support team, significantly increasing efficiency. Orica's approach has shifted from a technology-led to a process-led strategy, focusing on mapping out processes to maximize AI's return on investment. The company plans to further scale its AI capabilities using ServiceNow's Control Tower framework.
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Why It's Important?
Orica's adoption of AI in its IT operations highlights the growing trend of leveraging technology to improve efficiency and service delivery. By integrating AI, Orica has managed to deflect a significant portion of service desk inquiries, allowing human resources to focus on more complex issues. This move not only enhances operational efficiency but also sets a precedent for other companies in the industry to follow suit. The successful implementation of AI can lead to cost savings, improved customer satisfaction, and a competitive edge in the market.
What's Next?
Orica plans to continue expanding its AI capabilities, focusing on process optimization and further integration within its operations. The company aims to create an environment conducive to AI innovation, potentially leading to new applications and efficiencies. As Orica continues to refine its AI strategy, other companies may observe and adopt similar approaches, driving broader industry adoption of AI technologies.
