‘AI is rocket fuel for human productivity’: ServiceNow CTO Pat Casey on why automation won’t kill jobs in India

ServiceNow

At its annual Knowledge 2025 event, ServiceNow introduced a unified AI platform featuring an all-new AI-first CRM, AI Control Tower, and AI Agent Fabric. These tools aim to help enterprises integrate artificial intelligence into their operations and boost workflow efficiency.

Speaking to Moneycontrol at the event, ServiceNow Chief Technology Officer Pat Casey addressed growing concerns around AI’s impact on employment, especially in India, a market often seen as vulnerable to automation-led disruption.

“If I look at India, I don’t see this as an opportunity to lay people off,” Casey told Moneycontrol. “I see it as a way to make the people you already have get more done”, he added.

India’s job landscape is markedly different from high-income economies, where automation often makes immediate financial sense due to high labour costs. “In the US, if I can give you automation that gets work done for $15 an hour, that’s a strong value proposition. In India, where labour is cheaper, the economics may not be there—at least not in the same way,” he said.

However, that doesn’t mean India should hold back on adopting AI.

“If India wants to grow its economy, productivity has to go up. That’s not about laying people off—it’s about enabling a billion people to do more, faster,” he said. “AI is rocket fuel to human productivity.”

Casey argued that India is at a critical juncture—politically stable, digitally enabled, and growing at 8% annually. With AI, that trajectory could be pushed even further. “You should be a $30 trillion economy, not three. AI can help get you there.”

He outlined three key employment shifts being driven by AI:

Productivity boost:

“AI handles routine tasks, allowing Indian workers to focus on higher-value work. Our data shows AI-assisted employees complete complex workflows 60% faster,” he said.

New roles and higher pay:

“India will need thousands of AI trainers, workflow designers, and automation specialists. These jobs pay 30–40% more than traditional IT support roles they’re replacing.”

A services transformation:

“With AI handling basic queries, Indian service professionals can move into strategic consulting – that’s where the real economic value gets created.”

Upskilling is the key

Casey also highlighted that people should focus on adding AI into their skill level “Rather than replacing humans, Casey said, the goal is to upskill them.”

“The jobs debate misses the bigger picture,” he added. “AI isn’t taking jobs – it’s giving India’s workforce the tools to compete globally.”