In the race to implement AI, organisations face a fundamental strategic question: leverage capabilities within existing platforms, integrate specialist tools or build custom AI solutions? The best answer will be a mix, but you may already have access to more AI tools than you think.
Over the past decade, organisations have moved to cloud-based enterprise platforms for everything from customer relationships and HR processes to IT services and operations. In the past two years, those same platforms have been busily investing billions embedding AI capabilities across the board.
As a result, you may already have powerful AI tools at your fingertips that can be activated without significant investments or implementation risks.
In this three-part ‘Adopting AI’ series, we look at getting the most out of existing platforms, integrating multiple platforms, and building custom AI tools.
With Gartner predicting that more than 80% of enterprises will deploy generative AI applications by 2026, up from less than 5% in 2023*, the pressure to act and invest is immense.
Yet the organisations seeing the greatest success with AI aren’t necessarily those with the biggest budgets. They’re the ones that take a thoughtful, strategic approach to implementation, starting with native capabilities and expanding from there.
The case for native AI first
Native AI features built into enterprise platforms offer significant advantages in speed-to-value, reduced complexity and lower total cost of ownership. They can often achieve their objectives without the complexity of custom solutions.
This native-first approach applies across the spectrum of enterprise software:
- CRM systems now include AI for sales forecasting and customer sentiment analysis
- HR platforms offer intelligent skills matching and automated candidate screening
- ERP systems provide predictive inventory management and anomaly detection in financial data
These capabilities are available without writing a single line of custom code, making them accessible even to organisations with limited technical resources.
Native AI capabilities in action for workflow automation
In the enterprise service management space, ServiceNow’s Now platform exemplifies how enterprise platforms are embedding AI capabilities that deliver immediate value. Its key AI features include:
Now Assist
Brings generative AI directly into workflows for automated content generation, natural language understanding and intelligent code creation – accelerating productivity for employees from IT service agents to customer support and everyday employees.
Virtual Agents
Provides 24/7 self-service support through conversational AI that understands natural language, interprets user intent and delivers solutions without human intervention. For example, it can eliminate the need for many routine IT support tickets.
Predictive AIOps
Transforms IT operations through automated event correlation, anomaly detection and proactive remediation – shifting teams from reactive firefighting to proactive service management.
These capabilities demonstrate how native AI features can deliver a substantial business impact without requiring custom development or complex integration.
Business impact across the organisation
Native AI capabilities within platforms you already use can deliver value across multiple functions:
For IT teams: Automation reduces resolution time while predictive capabilities prevent disruptions, allowing staff to focus on strategic initiatives rather than repetitive tasks.
For customer service: AI-enhanced experiences provide faster, more personalised support through improved information retrieval, automated summarisation and consistent responses.
For employees: Self-service capabilities provide 24/7 access to support and improved prioritisation of critical issues, boosting productivity and satisfaction.
For leaders: Enhanced visibility and AI-powered insights enable better decision-making, while seamless integration into existing workflows accelerates time-to-value.
Getting started with native AI
Even when using in-built features, it is important to be strategic about your objectives rather than just turning on what’s available. Consider these key steps:
- Assess features: Inventory the AI capabilities already in your platforms.
- Define objectives: Match these AI features with strategic business outcomes.
- Prioritise quick wins: Target high-volume, repetitive processes to deliver immediate value.
- Set guidelines: Ensure tools align with responsible AI usage, data security and ethics.
- Train staff: Equip teams with the skills to get the most from the tools.
As a certified ServiceNow partner and recipient of two 2025 ServiceNow APAC Partner of the Year Awards categories, Nexon Asia Pacific helps organisations maximise their existing technology investments by strategically implementing native AI capabilities.
However, when native capabilities don’t fully address your specialised needs, strategic integration becomes the next consideration – which we’ll explore in the second blog of this series.
Join us at the ServiceNow Put AI to Work Summit in Brisbane on 29 April 2025 to explore AI-powered business transformation and see these capabilities in action.
Shayne Ray is a Lead Consultant, Data & AI at Nexon Asia Pacific. Get in touch with us for more information about strategic AI integration with ServiceNow.
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