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ServiceNow AI Experience Redefines Enterprise Workflows

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ServiceNow has unveiled AI Experience, a next-generation interface designed to unify people, data, and workflows across enterprises. Launched in Dubai, the platform introduces a seamless, multimodal environment that places AI at the center of the user experience. With built-in governance and security, ServiceNow AI Experience is positioned to transform sales, service, and customer loyalty strategies at scale.

A Unified Front Door for Enterprise AI

Enterprises today face fragmented systems, with employees managing dozens of siloed applications and disconnected AI solutions. As a result, workers often lack access to the right data at the right time. ServiceNow AI Experience addresses this challenge by bringing workflows, data, and AI models onto a single intuitive interface.

By combining context-aware functionality with multimodal inputs — including voice, text, image, and web — the new interface simplifies adoption and reduces employee learning curves. Furthermore, it ensures that AI becomes embedded across every workflow rather than being bolted onto existing systems.

Transforming How Work Gets Done

AI Experience introduces a role-aware, intelligent interface that supports instant access to AI-powered agents. These agents learn continuously, operate transparently, and provide full visibility for employees. Consequently, tasks can be resolved faster, decisions are made more effectively, and organizations experience measurable gains in productivity.

Amy Lokey, EVP and chief experience officer at ServiceNow

Amy Lokey, Executive Vice President and Chief Experience Officer at ServiceNow, explained:
“By creating a unified, contextual, and intuitive AI Experience for the enterprise, we’re putting AI into the flow of work. ServiceNow is empowering people to collaborate with AI agents seamlessly and without friction.”

Key Capabilities of ServiceNow AI Experience

ServiceNow highlighted four major innovations within the new platform:

  • AI Voice Agents: Provide natural, hands-free support that can retrieve information, update records, and solve complex issues.
  • AI Web Agents: Navigate third-party apps and websites, completing tasks without APIs or manual integrations.
  • AI Data Explorer: Connects insights across internal and external data sources, helping users track trends and pinpoint causes directly within workflows.
  • AI Lens: Turns any on-screen element into instant action, allowing users to automate tasks and accelerate decisions in real time.

AI Experience and Customer Relationship Management

The platform also reshapes Customer Relationship Management (CRM). Traditionally, CRM systems act as static records of customer interactions. In contrast, ServiceNow AI Experience transforms CRM into an AI-first system of action.

For service teams, automation accelerates ticket resolution and request fulfillment. Meanwhile, sales teams benefit from an AI-powered Configure, Price, Quote (CPQ) solution that streamlines proposals. Therefore, employees can focus on building relationships while AI handles repetitive and manual tasks.

This approach not only reduces costs but also improves customer satisfaction, as interactions become more proactive, personalized, and efficient.

AI Control Tower: Governance and Security

A critical element of the new release is the AI Control Tower, a central hub for governing and monitoring AI assets. It ensures organizations can deploy ServiceNow AI Experience confidently while maintaining transparency, compliance, and security. In addition, ServiceNow announced expanded model provider flexibility. Companies can now select from ServiceNow’s platform-native LLMs or third-party providers such as Azure OpenAI, Anthropic Claude, and Google Gemini.

By aligning the most suitable model to each workflow, enterprises gain flexibility without sacrificing security. This makes ServiceNow AI Experience not just powerful, but also enterprise-ready.

Driving Transformation in the AI Era

The introduction of ServiceNow AI Experience marks a fundamental shift in how people interact with technology. It places AI at the forefront of workflows, ensuring that human employees can focus on higher-value tasks while AI agents handle routine, repetitive work. Moreover, it creates a foundation for organizations to scale AI responsibly, with governance and transparency built in from the start.

Visitors attending GITEX Global 2025 can see AI Experience in action at ServiceNow’s stand in Hall 3. With its multimodal, intelligent design, the platform demonstrates how enterprise-ready AI can drive efficiency, resilience, and lasting customer loyalty.

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TRENDS IN AI COMPLIANCE INFLUENCING HOW GCC COMPANIES OPERATE

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Across the GCC, national growth strategies, with Saudi Arabia’s Vision 2030, the UAE’s National AI Strategy 2031, and Qatar’s national roadmap, place AI at the centre of economic diversification. McKinsey estimates AI adoption at roughly 84% across GCC organisations, with a potential $320 billion economic impact for the Middle East by 2030. As deployment accelerates, regulatory compliance is a defining factor separating ambition from sustainable scale. Shaffra, an AI research and applications company building autonomous AI teams for enterprises and governments, sees six clear shifts reshaping how companies operate.

1. Regulation is accelerating adoption in high-stakes sectors

Government entities, financial services, telecom, aviation, and large semi-government organisations are moving fastest. These sectors operate at scale, face strict efficiency mandates, and function under constant regulatory oversight. Healthcare and energy are advancing more cautiously due to safety and data sensitivity. In many cases, the more regulated the industry, the faster AI deployment progresses. However, rapid scaling also exposes governance weaknesses, particularly where documentation, ownership, and oversight mechanisms are underdeveloped.

2. Compliance is prerequisite for scale

Over the past year, 88% of Middle East CEOs have reported generative AI uptake. Today, organisations increasingly require audit trails, explainability, clear data lineage and residency controls, defined performance thresholds, and enforceable human oversight mechanisms. With one in four Middle East consumers citing privacy as a primary concern, compliance is being treated as a post-deployment validation exercise; it is a structural requirement for scaling AI responsibly.

3. Sovereign AI and data residency are shaping architecture

AI governance in the GCC is being influenced less by standalone AI laws and more by data protection and cybersecurity frameworks. The UAE’s federal data protection law, Saudi Arabia’s PDPL under SDAIA, and Oman’s PDPL reinforce lawful processing and cross-border controls. In highly regulated sectors such as banking, healthcare, energy, and telecommunications, data residency and local control over models are strategic imperatives. Sovereign AI is evolving from a policy ambition into an operational requirement affecting infrastructure, vendor selection, and system design.

4. Human accountability is being reasserted

When organisations deploy AI without defining who owns the decision, when human escalation is required, and what the system is permitted or restricted from doing, they create either over-reliance or under-utilisation. Without clearly defined ownership and documented review controls, accountability weakens and regulatory exposure increases.

For instance, DIFC reinforces responsible AI use in personal data processing. High-impact decisions involving legal standing, fraud, employment, healthcare guidance, or public sector determinations that affect citizens need to involve human oversight, while AI handles speed, consistency, and automation of repetitive tasks. High-impact decisions should involve accountable human oversight.

5. Governance maturity slows deployment activity

Many organisations are AI-active but still developing governance maturity. Common governance gaps are structural rather than technical. Multiple pilots often run in parallel, tool adoption is fragmented, and accountability is split across IT, legal, risk, and business functions. Growing enterprises often lack a central AI governance owner, a comprehensive use-case inventory, consistent vendor and model risk assessment, and formal escalation protocols. Policies may exist at the board level, yet it is not consistently embedded into day-to-day operations. Addressing this gap requires governance to be built into workflows from the outset.

6. Continuous auditing is discipline

Studies indicate that a majority of ML models degrade over time, through model drift, hidden bias, or misuse vulnerabilities. Initial audits frequently reveal undocumented use cases, weak access segmentation, insufficient logging, and unclear review protocols. Effective governance requires compliance with international and local data residency rules, structured risk tiering, data lineage validation, access controls, bias testing, performance benchmarking, and defined incident response procedures. High-impact systems warrant quarterly reviews supported by continuous monitoring, while lower-risk applications still require periodic reassessment. Governance is increasingly measured through evidence rather than policy statements. Boards are asking for dashboards, logs, and audit artefacts — not policy PDFs.

Governance is being considered as part of AI infrastructure. Compliance frameworks are evolving into operational architecture embedded within systems, workflows, and accountability models. The organisations that will lead in the GCC are those that design governance at the same time they design capability, ensuring AI scales with discipline rather than risk.

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PNY ANNOUNCES STRATEGIC PARTNERSHIP WITH F5 TO ACCELERATE THE ADOPTION OF SECURE, HIGH-PERFORMANCE INFRASTRUCTURE IN EMEA

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PNY Technologies, a leading distributor of technology solutions and long-standing NVIDIA partner, today announced a partnership with F5, the global leader in delivering and securing

This agreement aims to strengthen access for enterprises across the EMEA region to advanced solutions designed to optimise, secure, and accelerate applications and IT infrastructures.

As AI adoption continues to accelerate, performance, data flow management, and application security are becoming critical priorities. Through this partnership, the F5 Application Delivery and Security Platform (ADSP) will complement PNY’s AI Factory ecosystem by providing advanced capabilities for traffic management, application security, and performance optimisation across on-premises, cloud, and hybrid environments.

PNY will leverage its technical expertise, partner network, and logistics capabilities to facilitate the deployment of F5 ADSP solutions for enterprises, system integrators, and service providers throughout the region.

“Collaboration between PNY, a specialist distributor of NVIDIA AI Factory solutions across the EMEA region, and F5 represents a major step forward for AI-dedicated infrastructure,” said Laurent Chapoulaud, VP Marketing at PNY. “Together, we optimise GPU environments through accelerated data flows and enhanced application security. This synergy between infrastructure and intelligent traffic management enables the deployment of AI architectures that are high-performance, resilient, and scalable.”

“This partnership brings together complementary strengths that directly benefit our partners and customers,” said Nasser El Abdouli, Regional VP EMEA Channel Sales, F5. “PNY’s longstanding partnership with NVIDIA, combined with F5’s growing AI-focused application delivery and security offerings, allows us to help partners capably respond to the rapidly increasing demand for secure and scalable AI infrastructure across EMEA.”

Through this collaboration, PNY and F5 aim to support enterprises in their strategic initiatives related to hybrid multicloud, cybersecurity, and application performance optimisation, while simplifying access to next-generation technologies.

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MIDDLE EAST CONFLICT DRIVING A SURGE IN SCAMS, DEEPFAKES, AND GOVERNMENT IMPERSONATION

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Cybercriminals don’t wait for the dust to settle. As conflict escalates across the Middle East, a parallel threat has emerged targeting ordinary people through their inboxes and social media feeds.

On 4 March, the UAE Ministry of Interior warned the public about fraudulent emails impersonating government emergency services, falsely claiming that residents must complete a mandatory registration form to receive state support or insurance coverage. The emails bore hallmarks of official government communications, making them convincingly deceptive. They are designed to exploit fear, urgency, and the instinct to comply with perceived authority. These messages are already circulating.

Alongside financial scams, verified fact-checkers have identified AI-generated and mislabelled footage circulating online as supposed evidence of attacks in the UAE. This includes video from Bahrain that was picked up by international media outlets and incorrectly broadcast as a Dubai drone strike. Fabricated videos of the Burj Khalifa collapsing, AI-generated missile strike imagery, and decade-old footage repackaged as current events have also circulated widely. In another example, a supposed “before and after” satellite image of Dubai showing smoke rising over the city was mislabelled — the image was actually from Sharjah, the neighbouring emirate. In many cases, the content spread faster than the corrections. Dubai Police have warned that sharing unverified information can carry criminal penalties under UAE law, including fines of no less than AED 200,000. Despite these warnings, the flow of misleading content has not slowed.

KnowBe4 warns patterns observed during previous conflicts and crises, including the war in Ukraine and the COVID-19 pandemic, the public should also expect charity and donation scams exploiting humanitarian concern, phishing emails disguised as embassy or government alerts, and deepfake imagery engineered to provoke fear or spread disinformation.

Dr. Martin Kraemer, CISO Advisor at KnowBe4 said, “Crises are the most reliable recruitment tool bad actors have. When people are frightened and searching for information, they are not necessarily looking for the truth. They are looking for confirmation of what they already fear. That is exactly what scammers and disinformation actors exploit. What we are seeing right now, fake government emergency emails, mislabelled footage, AI-generated imagery, is not random. It is targeted, and it is designed to exploit the gap between what people feel and what they know. The antidote is not panic. It is discipline: pause, question the source, and go directly to official channels before acting on anything. That’s precisely how governments and organizations are educating people to react in stressful situations.”

What the Public Can Do Right Now

KnowBe4 urges residents, travellers, and anyone following events in the region to apply the following principles:

  • Treat urgency as a warning sign. Any message that pressures you to act quickly, register now, donate immediately, confirm your details before midnight, is likely designed to stop you thinking clearly.
  • Verify before you share. Before forwarding footage or information, check whether it has been verified by a reputable news outlet or official source. Reverse image searches take seconds and can prevent significant harm.
  • Go directly to official sources. If you receive communications claiming to be from a government ministry, embassy, or emergency service, navigate directly to their official website rather than clicking any link in the message.
  • Question what you see. AI-generated imagery has reached a level of quality where video alone is no longer reliable evidence. Look for verification from multiple credible sources before drawing conclusions.
  • Report suspicious communications. In the UAE, suspected scam emails or messages should be reported to the relevant authorities. Do not engage with the sender.
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