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.
Sponsors
Meet the ServiceNow partners who transform business challenges into outcomes that matter. Explore how they accelerate your workflows and turn what’s next into what’s now.
Capgemini
Platinum
Overview
Capgemini is an AI-powered global business and technology transformation partner delivering business value through strategy, technology, & people with end-to-end solutions and deep industry expertise.
Sponsored Sessions
Sponsor Theater
Expert
Yes
Agenda Builder
Knowledge
Session
N/A
All
First come, first seated
Session Tile
AI
Builder / Citizen Developer
Executive
Platform Owner
Other
Session
AI Agents
All AI
Customer Service and Industry Products
All CRM
HR Service Delivery
IT Service Management
All IT
AI Agents
HR Service Delivery
IT Service Management
Customer Service and Industry Products
HR Service Delivery
Session
Non VOD Session
yes
<a href="https://account.servicenow.com/sign-in?state=reg.k26.sessions&&source_id=events&locale=en-us">Sign in</a> with your Knowledge 2026 registration to access materials for this session.<p></p>
1:00 p.m. Tuesday, May 05
Tuesday, May 05
, Senior Manager, Capgemini
- Tuesday, May 51:00 pm - 1:15 pm PDTExpo - Theater 3First come, first seated
Sponsor Breakout
Intermediate
Yes
Agenda Builder
Knowledge
Session
Capgemini, DHL Global Forwarding
All
First come, first seated
Available On Demand
Session Tile
AI
Builder / Citizen Developer
Implementer
Platform Owner
Other
Session
AI Agents
All AI
AI Agents
Session
Non VOD Session
Wednesday, May 06
4:00 p.m. Wednesday, May 06
Discover how to transition from manual execution to an AI-led operating model by redesigning a critical shipment booking process into an end-to-end, AI-driven workflow. The session would outline the scalable blueprint established for future automation, leveraging ServiceNow AI/LLM capabilities and integrations (e.g., CargoWise, Microsoft Vortex, Rossum), and reflect on business impact, governance considerations, and scaling potential.
, Managing Director Global Service Center (GSC) at DHL Global Forwarding, Freight, DHL Global Forwarding, Freight
, Senior Manager, Capgemini
- Wednesday, May 64:30 pm - 5:00 pm PDTWynn - Lafleur - Ground LevelFirst come, first seated
Speakers
Elena Piske
Senior Manager
Capgemini
Frank Schüler
Managing Director Global Service Center (GSC) at DHL Global Forwarding, Freight
DHL Global Forwarding, Freight
Media
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live