00:00We're slowing down the hiring in jobs that are, quite frankly, soul-crushing jobs.
00:07I mean, just think about, like, IT support.
00:09You know, 97% of standard software automatically generated by AI now.
00:15And the pressure on supporting function and people has been cut in half.
00:22Customer support, 80% of the customer inquiries in cases now are fully managed by agentic AI.
00:30And think about security and risk management in real time.
00:33All the patchwork and the change management is done by agents now.
00:37And the same is true of go-to-market.
00:38You know, think about people that talk to customers.
00:41There's no prep work anymore.
00:43Their AI teammate is doing that for them at ServiceNow.
00:47So the speed of the company has accelerated dramatically.
00:50The supporting cast of the soul-crushing work is now being done by agents.
00:55They work hard 24 by 7.
00:57You don't have to pay them.
00:58And they don't eat any lunch.
01:00And they don't have any health care benefits.
01:02So they're very affordable.
01:04And that really complements our workforce.
01:06So we're still hiring, but we're hiring less in those supporting functions.
01:11And I suppose that's going to happen to all well-run companies.
01:14And I say that because we now need to think about how you run a corporation on ServiceNow, how you change the way you run your business processes.
01:24It could be order to cash, procure to pay, hire to retire, design to product.
01:29These are all processes that go across functions.
01:33And we need to have those 20th century org charts obliterated.
01:37We now need to work in teams.
01:40Teams need to work across processes.
01:42And the agents need to be the best friend to humans.
01:45And if we do this right, the GDP of the world will go up.
01:48Companies will outperform, not just on the OPEX, cost, takeout, and productivity, but they will be building new horizons, new business models, and new dreams on the ServiceNow platform.
02:00And we're excited.
02:01Someone else is excited right now about AI, and it's the administration.
02:05We've got the new AI action plan.
02:07What did you make of it?
02:08What did you think about perhaps the lighter touch in terms of regulation?
02:12I think it's outstanding.
02:14We need less regulation and more innovation.
02:17And I think the president and the administration are doing a very good job on AI.
02:21They dedicated a whole symposium to it yesterday, and I fully support it.
02:27You know, government has to run more efficiently, more transparently, with greater accountability.
02:33And that's what the ServiceNow platform has been doing in the public sector, especially in the U.S., for many years now.
02:39And now that we're bringing AI to the forefront, we're just going to accelerate the pace in getting behind the president's agenda.
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