ServiceNow AI’s Group Action Framework

ServiceNow AI’s Group Action Framework changes the way enterprise AI operates by helping AI learn from patterns instead of processing every record individually. Rather than analyzing 10,000 incidents one by one, GAF intelligently groups similar records together, learns from a representative example, and applies the same action across the entire cluster. For example, if thousands of password reset incidents share the same behavior, AI can resolve them collectively instead of repeating the same process thousands of times. By combining clustering, reasoning, and AI-driven decision logic, ServiceNow transforms workflows into a scalable digital workforce capable of faster and smarter execution. Unlike external AI tools, GAF works natively within the ServiceNow platform with built-in security, auditability, and workflow integration. The outcome is faster resolutions, lower operational cost, better consistency, and improved user experiences across ITSM, HRSD, CSM, SecOps, and Asset Management.

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