However, Kanter said he's encouraged by the results of adding generative AI to two steps of the incident response process for Accenture's IT help desk, where the company runs ServiceNow's Now platform internally for its 801,000 employees. Since it added incident summarization for help desk pros responding to new incidents and for postincident reviews, it has seen a 10% decrease in its mean time to repair issues, Kanter said. ServiceNow's AI Control Tower reports on AI ROI metrics such as hours saved.