Capgemini at ServiceNow Knowledge 2026

The session explored how to transition from manual execution to an AI-led operating model by redesigning critical processes into end-to-end, AI-driven workflows.

Speakers:

• Frank Schüler, DHL Global Forwarding, Freight, Lead Speaker
• Elena Piske, Capgemini, Co-speaker

Capgemini’s AI-powered knowledge avatar Sophie streamlines how teams create and manage knowledge in ServiceNow. Built on Azure OpenAI originally and adapted with ServiceNow-ready templates and governance, Sophie guides through simple conversations to generate accurate, compliant articles with far less manual effort. Capgemini is extending this with agentic workflows for automated knowledge validation, enrichment, and the creation of ServiceNow records. Sophie can be used across ITSM, HRSD, and CSM as a reusable Capgemini asset, enabling consistent, scalable, AI-driven knowledge operations.

Speaker:

• Elena Piske, Senior Manager, Capgemini

Software-defined vehicles are revolutionizing the automotive industry. Aptiv/Wind River, ServiceNow and Capgemini are joining forces to bring SDV data into action. This partnership empowers the automotive industry to accelerate its shift toward software-defined, AI-driven mobility. Connected vehicles generate alerts and ServiceNow transforms those alerts into actionable intelligence – orchestrating enterprise workflows, predictive maintenance, and AI-driven decision making.

HR Operations teams across the globe face an overwhelming volume of employee queries every month, typically arriving through emails and support tickets. To address this challenge, an agentic workflow has been introduced that streamlines the entire process by managing these inquiries automatically, without requiring human intervention. The system intelligently draws from a comprehensive knowledge base, skillfully utilizing knowledge articles and HR policies to generate personalized, context-sensitive responses. Once a suitable reply is crafted, it is immediately sent to the employee, effectively closing the case. By operating unobtrusively in the background, this autonomous solution relieves HR professionals by handling routine queries, empowering them to focus their expertise on more strategic and impactful initiatives.

Choosing the most suitable benefits plan can often be a complex and overwhelming process for employees. Take medical benefits, for instance – there are numerous plans available, each designed to cater to specific needs, and understanding the nuances requires sifting through extensive documentation that spans dozens of pages. The Benefit Advisor streamlines this entire experience. It instantly reviews an employee’s current benefit plan, poses insightful questions to clarify their individual requirements, and then recommends a new plan that better matches those needs. Moreover, the Benefit Advisor doesn’t stop at just making suggestions; it can update the plan in real time, ensuring seamless support throughout the process. This comprehensive approach eliminates confusion and empowers employees to make informed decisions quickly and confidently.

Updating employee information within HR systems can often be a tedious and time-consuming process. Even with self-service tools, employees frequently encounter scattered data across multiple platforms, and certain updates still require manual validation by a human agent. What should be a simple, five-minute task can easily become a frustrating ordeal that drags on for days.

To address these persistent challenges, the employee data update agent offers a transformative solution. By seamlessly connecting with various systems, it efficiently validates any necessary documentation and executes real-time updates. This streamlined approach not only speeds up the entire process but also ensures a much smoother, more user-friendly experience for employees. Ultimately, it empowers teams to focus their energy on more meaningful tasks while eliminating unnecessary delays and frustration.

Employees often struggle to get help across IT and HR, navigating multiple systems and channels for even the simplest of requests. This demo will show how a unified, AI-driven experience brings IT and HR support together through a single conversational interface. Powered by Microsoft AI and ServiceNow, this demo will illustrate how employees can simply state what they need instead of having to navigate systems, portals, or contact numbers. Natural language is used to understand and resolve employee needs end-to-end in a way that feels more human.