How ServiceNow Is Building the Agentic Future of HR

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Apr 3, 2026

Brandon Roberts, Global VP leading people analytics and AI at ServiceNow, drives HR transformation with agentic AI. He discusses empowering HR to experiment with AI, real-time people data agents paired with Galileo, reskilling for AI, redesigning work, and scaling workforce AI readiness across the company.

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INSIGHT

Three Pillars Guiding HR's AI Transformation

ServiceNow organized its AI work into three pillars: reimagining HR with AI, reskilling the workforce, and transforming roles to capture value from productivity gains.
Brandon Roberts framed success as redesigning work and roles so time saved by AI is reallocated to higher-value outcomes rather than lost.

ANECDOTE

CHRO's Question Kicked Off The AI Journey

Jackie Canney (ServiceNow CHRO) asked Brandon what HR's role should be when ChatGPT exploded, triggering a three-year journey to embed AI across HR and the enterprise.
That executive mandate reframed HR from support to AI transformation leader.

ANECDOTE

NowAssist Doubled People Ops Productivity

ServiceNow built NowAssist to deflect routine employee queries and boost people-operations productivity, doubling throughput so one agent now supports ~970 employees instead of ~400.
They paired a people data agent with Galileo to give HRBPs real-time internal metrics and external benchmarks inside Teams or MyServiceNow.

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What does it look like when one of the world’s most innovative tech companies decides to write the playbook for agentic HR — from the inside? Brandon Roberts, Global VP of People Product, Analytics and AI at ServiceNow, joins Kathi Enderes for a conversation that crackles with real-world urgency and hard-won insight.

Under the bold leadership of CHRO Jacqui Canney – whose title as Chief People and AI Transformation Officer signals just how seriously ServiceNow is taking this moment – Brandon and his team have made a defining bet: empower every HR professional to experiment with AI, then ruthlessly prioritize based on value and feasibility.

The results are already turning heads. When an HR Business Partner came forward with an idea, it didn’t disappear into a committee. It became a live capability: HRBPs now work alongside a people data agent paired with Galileo, giving them real-time internal workforce data fused with external benchmarks, case studies, and research insights, all available in the moment a business conversation demands an answer. This is what it means to bring consulting-grade intelligence into the flow of work.

But Brandon’s story doesn’t stop inside HR. ServiceNow is also asking its HR team to do something far bigger: help lead the entire company’s AI transformation. That means building workforce AI capabilities and readiness at scale, redesigning jobs and work across the firm as AI reshapes what every role requires and writing the organizational playbook for AI adoption that others can follow. It is a mandate that puts HR squarely at the center of enterprise strategy, moving from support function to transformation driver.

Brandon’s own career arc captures this shift. His role evolved from a focus on people analytics – historically centered on reporting and data analysis – into enabling the business to use insights about people and organizations to make better decisions and drive better outcomes, all powered by AI. The people analytics function didn’t shrink but grew in strategic weight and importance.

This conversation is a must-listen for anyone trying to understand what agentic HR actually looks like in practice at one of the fastest-moving companies on the planet.

Additional Information

Podcast: Jacqui Canney, ServiceNow CHRO, Demystifies AI Transformation

Article: The Great Reinvention of Human Resources Has Begun

Research: The Superworker Organization: AI Goes Enterprise

Get Galileo: The World’s AI Superagent for HR