Several leading BFSI organizations have already implemented these GenAI-enhanced ServiceNow solutions: 

• Standard Chartered Bank (Global) – A top-tier international bank, Standard Chartered built a modern finance operations portal on ServiceNow’s AI Platform. By automating core processes and knowledge-based queries, the bank handled 50,000+ service requests per quarter while cutting routine queries by up to 80%, saving an estimated 16,800 staff-hours per year. Although this example predates ServiceNow’s latest GenAI, it foreshadows how smarter AI (like Now Assist) could further streamline banking operations and regulatory reporting. 

• BMO Commercial Bank (North America) – As cited above, BMO rolled out ServiceNow CSM and FSO modules. Within a year they achieved 200% more self-service usage and eliminated 63% of case types via AI-driven workflows. By plugging ServiceNow AI into online and branch experiences, BMO “opened up numerous possibilities” beyond simple IT ticketing, according to the bank’s digital head. This well-known North American bank continues to expand its use of Virtual Agent and automation to serve retail and commercial customers seamlessly. 

• U.S. Credit Union (North America) – In one case study, an $11B U.S. credit union partnered with NTT Data to implement ServiceNow AI features. They deployed AI-enabled self-service chatbots and predictive intelligence in their ITSM system. The results: Virtual Agent automation reduced repetitive IT support tasks by 20%, boosting agent productivity by ~30%. Predictive Intelligence automatically categorizes and routes new tickets, so incidents now flow to the most qualified agent. (The credit union also extended ServiceNow into Risk & Compliance, using its GRC tools for audit and vendor-risk management.) 

• ServiceNow/Bizwire Example – Visa Dispute Management – ServiceNow’s 2024 press release highlights a partnership with Visa for banking disputes. Using Now Assist for Banking, the platform leverages GenAI in the Visa Disputes Management workflow to accelerate fraud and dispute resolution. This kind of integration shows how GenAI can directly impact customer-service metrics like loyalty and case-handling time in the financial sector. 

• Insurance Firm (EMEA) – A large international insurer (case study via Brillio) modernized its ServiceNow environment for risk assessment and claims operations. While the case doesn’t explicitly cite GenAI numbers, it shows that insurers are investing in ServiceNow to improve compliance and user satisfaction. As BFSI leaders see results, many are now adding AI-driven capabilities like Now Assist for faster claims processing and compliance checks. 

These examples span U.S., Europe, and APAC, demonstrating that ServiceNow’s GenAI-enabled tools are delivering ROI in BFSI. Analysts note that banks and insurers who do not adopt AI will fall behind. IDC forecasts that generative AI could add $200–340 billion of value to banking by 2032. Meanwhile, organizations using AI report an average 18% boost in customer satisfaction and employee productivity. 

Industry Insights & Trends 

Industry analysts confirm that AI is a strategic imperative for BFSI IT operations: 

• McKinsey (2023) – A survey of banks found many are still experimenting, but the most advanced have integrated genAI across retail banking, wealth management, and back-office. One large bank uses AI-powered “nudges” for personalized investing, and another saw a 40% jump in developer productivity after piloting generative coding tools. McKinsey emphasizes that to remain competitive, banks must adopt AI enterprise-wide. 

• IDC/Forrester – ServiceNow cites research projecting $100B+ of bank investment in AI by 2032, with banking profits rising $200–340B thanks to AI-enhanced services. Industry analysts like IDC and IDC’s Ritu Jyoti highlight that AI can unlock efficiency and customer satisfaction. As IDC notes, integrating GenAI into core operations (as ServiceNow is doing) shows “commitment to customer-centric innovation”. 

• Gartner – While direct Gartner quotes are paywalled, secondary sources highlight Gartner’s direction. For example, nationalCIOReview reports Gartner’s view that “agentic AI” (AI agents) can reduce manual workload by up to 85%, and that regulated enterprises need strong governance. CIO magazine notes that by 2028 companies with robust AI governance will have 40% fewer ethical incidents. In essence, BFSI firms must pair their AI agents with audit trails and controls – something ServiceNow’s cloud-based architecture and compliance features help provide. 

• ServiceNow Research – The company’s own surveys and case studies add perspective: “56% of customers report positive sentiment about Now Assist–summarized results”. And firms deploying the Now Platform’s AI Platform for workflows see millions of dollars saved: one internal case realized $5M annual cost reductions in 120 days of GenAI rollout. 

In summary, analysts agree: GenAI is not a toy project in BFSI – it’s a productivity multiplier. Gartner’s mantra (“AI-driven IT Ops only going up”) aligns with McKinsey’s push for “AI-first banks”. These trends, combined with ServiceNow’s rapid innovation (recent “Xanadu” release expanded GenAI to industry solutions), mean now is the time for BFSI IT leaders to act. 

Conclusion 

Generative AI is transforming how banks and insurers run their IT and service operations. By embedding GenAI into ServiceNow’s ITOM and ITSM solutions, BFSI firms can dramatically speed incident response, improve self-service, and automate compliance checks – all while maintaining security and governance. ServiceNow customers like Standard Chartered, BMO, and leading credit unions are already seeing the impact: fewer manual processes, faster case resolution, and better visibility into enterprise workflows. 

For CIOs and IT leaders in BFSI, the message is clear: “GenAI in BFSI IT Operations with ServiceNow” is the key to staying ahead. Evaluate Now Assist and Virtual Agent features, pilot GenAI-enabled workflows (e.g. AI chatbots for service desks or automated claims summaries), and measure the business impact. As IDC observes, organizations using AI see double-digit gains in satisfaction and productivity.  

Explore ServiceNow’s BFSI solutions today to see how generative AI can work for your bank or insurance company – reducing costs, enhancing compliance, and delivering the seamless experiences your customers expect.