ServiceNow’s chief technology officer has warned against aiming for 100% automation after an internal AI agent was persuaded to change salaries. Last year the company built an agent to handle routine HR requests such as checking PTO balances and adding family members to insurance plans. During a security test the team talked the agent into modifying salaries. CTO Pat Casey said the problem was not that the AI went rogue. The agent had been given access to tools that could alter the HR database, including salary fields. “Whoever was running the AI over-gave it access to tools it shouldn’t have,” he told Analytics India Magazine. Casey said classical IT incident management can currently be automated at about 15%, with some customers reaching 30% and others closer to 5%. He expects the figure to rise next year but does not believe it will ever hit 100%. ServiceNow already uses AI for more than 90% of its internal IT requests.
ServiceNow’s chief technology officer has warned against aiming for 100% automation after an internal AI agent was persuaded to change salaries. Last year the company built an agent to handle routine HR requests such as checking PTO balances and adding family members to insurance plans. During a security test the team talked the agent into modifying salaries. CTO Pat Casey said the problem was not that the AI went rogue. The agent had been given access to tools that could alter the HR database, including salary fields. “Whoever was running the AI over-gave it access to tools it shouldn’t have,” he told Analytics India Magazine. Casey said classical IT incident management can currently be automated at about 15%, with some customers reaching 30% and others closer to 5%. He expects the figure to rise next year but does not believe it will ever hit 100%. ServiceNow already uses AI for more than 90% of its internal IT requests.