AI Agents are powerful — but the hardest part is often knowing where to start. In this video, Ritesh Shah and Dustin Gannon explore a practical framework for identifying high-value AI Agent use cases in ServiceNow. Rather than chasing industry trends or building generic demos, they show how to use your own operational data to uncover the workflows, bottlenecks, and opportunities where AI Agents can deliver measurable business value. Through demonstrations of Group Action Framework, Process Mining, and AI Readiness Assessment, this session provides a data-driven approach to selecting AI Agent projects that solve real business problems and produce meaningful outcomes. —————————————————————————— ⏱ TIMESTAMPS —————————————————————————— 00:05 - Where do we start? 00:35 - Using data to identify AI Agent opportunities in Group Action Framework 01:44 - Process Mining as an AI Agent discovery tool 02:19 - Using Process Mining to remove opinion and find bottlenecks 03:03 - Example: Automating incident assignment workflows 03:34 - Shifting left with AI Agents and achieving deflection 04:08 - Combining Group Action Framework and Process Mining 04:26 - AI Readiness Assessment and technical feasibility 04:45 - Applying these techniques beyond ITSM 05:25 - Cost reduction vs revenue growth use cases 05:48 - Real-world example: AI Agents generating sales opportunities —————————————————————————— 📌 WHAT YOU’LL LEARN —————————————————————————— ✅ Why “Where do we start?” is the wrong question for AI Agent initiatives ✅ How Group Action Framework identifies high-volume automation opportunities ✅ How Process Mining reveals workflow bottlenecks and optimization opportunities ✅ How to find processes that are ideal candidates for AI Agent automation ✅ How AI Agents can improve intake, assignment, routing, and resolution workflows ✅ How to assess organizational readiness for AI Agent implementation ✅ Why business outcomes matter more than AI Agent adoption ✅ How AI Agents can drive revenue growth in addition to cost savings —————————————————————————— 🔍 TOOLS FOR IDENTIFYING AI AGENT USE CASES —————————————————————————— The session highlights three powerful ServiceNow capabilities for discovering and prioritizing AI Agent opportunities: 📊 Group Action Framework — Cluster incidents and identify high-volume automation candidates 🔄 Process Mining — Visualize end-to-end process flows and uncover bottlenecks 📋 AI Readiness Assessment — Evaluate data quality, knowledge maturity, and technical feasibility Together, these tools help organizations move beyond assumptions and identify AI Agent use cases based on real operational data and measurable business impact. —————————————————————————— 💡 KEY TAKEAWAY —————————————————————————— The best AI Agent projects don’t start with technology — they start with business outcomes. Rather than asking where other companies are deploying AI Agents, focus on your own processes, bottlenecks, and opportunities. Use data to identify where work is repetitive, delayed, manual, or high-volume, and then determine where AI Agents can create the greatest impact. Whether the goal is reducing costs, improving customer experiences, accelerating employee productivity, or driving revenue growth, successful AI Agent programs are built around measurable business value. —————————————————————————— 🔗 RELATED VIDEOS IN THIS SERIES —————————————————————————— Explore the rest of our AI Agent series to learn about Agentic AI architecture, AI Agent Studio, ServiceNow AI Agent tools, governance, implementation strategies, and real-world enterprise use cases. —————————————————————————— 🏷 ABOUT THIS SERIES —————————————————————————— This series explores AI Agents in ServiceNow — from strategy and architecture to implementation and governance. Designed for ServiceNow architects, developers, administrators, and business leaders looking to understand how Agentic AI can drive enterprise transformation and measurable business outcomes. #ServiceNow #AIAgents #AgenticAI #NowAssist #ProcessMining #WorkflowAutomation #EnterpriseAI #DigitalTransformation #ITSM #ServiceNowDeveloper