Accelerating sales pipelines with real-time go to market
ServiceNow built Lead Scoring, Outreach Assist and Demo Assist AI solutions on the Databricks Data + AI Platform to support 2,000+ global sellers, using MLflow and LLM chains orchestrated with Lakeflow Jobs, cutting lead scoring latency from 4 hours to 30 minutes, generating 65,000+ personalized outreach emails in 2024, and boosting deal velocity 1.5x.
Overview
ServiceNow built Lead Scoring, Outreach Assist and Demo Assist AI solutions on the Databricks Data + AI Platform to support 2,000+ global sellers, using MLflow and LLM chains orchestrated with Lakeflow Jobs, cutting lead scoring latency from 4 hours to 30 minutes, generating 65,000+ personalized outreach emails in 2024, and boosting deal velocity 1.5x.
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Inspect the highlighted sourceThe challenge
ServiceNow's GTM teams of over 2,000 global sellers were slowed by siloed data across platforms like Snowflake, Adobe Experience Platform and Dynamics: lead scoring relied on batch processes that delayed follow-up, outreach personalization required 20+ minutes of manual research per lead, and demo decks took up to 24 hours to assemble.
The solution
ServiceNow adopted the Databricks Data + AI Platform as the execution layer for Lead Scoring, Outreach Assist and Demo Assist: MLflow manages experimentation for a lead-scoring pipeline processing over a million leads a year, Outreach Assist uses LLMs orchestrated with Lakeflow Jobs to generate personalized prospecting emails, and Demo Assist uses a propensity model to auto-generate customized pitch decks.
Reported business value
ServiceNow reduced lead-scoring latency from four hours to just 30 minutes, generated over 65,000 personalized outreach emails in 2024 with a 3.3x lift in meetings, and increased deal velocity by 1.5x by reducing demo prep time by 24 hours.
Sources
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