G&AAI: Driving Autonomous Innovation for Enterprise Transformation with Quantified Benefits

Customer: LTIMindtree
Project manager on the customer side: Raghunath Janjavara

Associate Director
IT Provider: LTIMindtree Ltd
Year of project completion: 2025
Project timeline: July, 2024 - July, 2025
Project scope: 10 automated workstations
Goals: Reduce Manual Workload – automate routine tasks across IT, HR, and operations to let teams focus on strategic priorities.

Enhance Service Efficiency – improve speed and accuracy of service delivery.

Enable Scalable Operations – manage growth and complexity without increasing headcount.

Support AI-Driven Decision Making – provide real-time insights and autonomous agents for faster, data-backed decisions.

Deliver Conversational User Experience – intuitive natural language interfaces for seamless interaction.

Align with LTIMindtree Vision – drive digital transformation through intelligent, autonomous operations.
Project Results: The GenAI and Agentic AI project has transformed the way users and teams interact with enterprise systems, delivering multiple qualitative benefits:

1. Enhanced user experience through conversational, natural language interfaces—reducing the learning curve and increasing adoption.

2. Faster decision-making enabled by AI-generated summaries, insights, and contextual recommendations.

3. Empowered workforce, with routine tasks automated, allowing employees to focus on high-value, strategic work.

4. Improved service reliability and consistency, with AI agents ensuring adherence to processes and standards.

5. Reputation as an innovation leader, positioning LTIMindtree at the forefront of enterprise AI adoption within the L&T Group.

Outcomes:

1. Reduced incident triaging and classification time by 30–35%.

2. Cut first-response time from minutes to seconds via GenAI-assisted Virtual Agent.

3. Increased adoption of self-service portals by 40%.

4. Reduced reliance on SMEs for content creation by auto-generating knowledge articles with contextual tagging.

The uniqueness of the project

This project is a first-of-its-kind implementation within the LTIMindtree where Generative AI and Agentic AI are not just integrated into enterprise IT—but embedded deeply into core business workflows to solve real, high-impact problems.

What makes this application truly unique:

1. Human-like Interaction in Enterprise Workflows: Employees can now use conversational prompts to resolve incidents, generate content, and query enterprise data—replicating a consumer-like experience in an enterprise-grade platform.

2. Agentic Autonomy: Unlike traditional automation, Agentic AI doesn’t just recommend—it acts. Agents detect issues, take decisions, and execute cross-functional workflows with minimal to no manual input.

3. Closed-Loop Intelligence: The platform learns from every interaction using feedback loops and AI-assisted governance, improving outcomes over time without rewriting rules or code.

4. Secure and Responsible AI Framework: GenAI is deployed within a zero data leakage, enterprise-trusted environment with full compliance to regulatory standards—making it safe for business-critical operations.

5. Strategic AI Adoption at Scale: This is not a pilot or siloed experiment—this is a strategic, scaled rollout impacting real service metrics across ITSM, HRSD, and SPM modules.

This combination of scale, intelligence, autonomy, and trust is what makes the solution truly cutting-edge—and uniquely aligned with LTIMindtree’s enterprise transformation goals.

Used software

ServiceNow Ecosystem,
NowAssist Skill set,
Agentic AI Skill set

Difficulty of implementation

The project faced several key constraints:

Change resistance from users unfamiliar with GenAI technologies was addressed through targeted Adoption sessions and hands-on workshops.

Data quality and model alignment posed a challenge in generating accurate, context-rich responses. We resolved this by integrating curated knowledge bases, setting strict governance controls, and refining prompt engineering.

Security and compliance concerns around AI usage were mitigated by aligning with ServiceNow’s trusted NowAssit framework and LTIMindtree’s enterprise risk protocols.

Integration with existing processes required careful orchestration; we adopted an iterative rollout strategy with agile sprints, ensuring business continuity while embedding AI.

By proactively addressing these challenges, we ensured high adoption, strong performance, and minimal disruption across business functions.

Project Description

Strategic Innovation for the L&T Group

Spearheaded a pioneering initiative under the L&T Group’s innovation ecosystem, leveraging ServiceNow GenAI (NowAssist) and Agentic AI to redefine enterprise service delivery across IT and HR functions.

Cutting-Edge GenAI Integration

Implemented ServiceNow Generative AI to enable natural language interactions, automated content generation, and intelligent summarization—significantly reducing manual effort and enhancing productivity.

Autonomous Service Delivery with Agentic AI

Deployed ServiceNow Agentic AI to introduce autonomous agents that proactively resolve issues, initiate workflows, and continuously learn from interactions—ushering in a new era of intelligent enterprise operations.

Multi-Module Implementation

Rolled out the solution across key ServiceNow modules including ITSM, HRSD, and SPM, driving seamless, AI-powered service experiences across departments.

Tangible Business Impact

Achieved up to 30% improvement in service efficiency
Reduced turnaround times
Elevated user satisfaction

Setting a benchmark in enterprise AI adoption.

Accelerating Digital Transformation

Positioned LTIMindtree and the L&T Group as industry pioneers in practical GenAI deployment, showcasing leadership in scalable, autonomous enterprise solutions.

This initiative exemplifies the fusion of cutting-edge technology with strategic vision, delivering measurable outcomes and transforming enterprise service paradigms. The ServiceNow GenAI and Agentic AI initiative at LTIMindtree is a pioneering implementation that integrates advanced artificial intelligence into enterprise service management to drive automation, agility, and intelligent decision-making.

Project Scope

Integrated across key ServiceNow modules: ITSM, HRSD, and SPM
Covers primarily internal operations environments
Deployed in phased rollouts with early pilots in Service Desk and Asset Lifecycle workflows

Technical Architecture

1. GenAI Capabilities

Built on ServiceNow’s Now Assist (GenAI framework) using domain-specific LLMs
Integrated with Knowledge Management, Incident Management, and Virtual Agent to:
- Auto-generate incident summaries
- Create knowledge articles from case history
- Offer real-time search and chat-based resolutions via natural language prompts

2. Agentic AI Capabilities

Introduced ServiceNow Autonomous Agents that:
- Monitor and analyze incidents
- Automatically recommend and execute remedial actions
- Trigger multi-step workflows with/without manual intervention

3. Security & Compliance

Enterprise-grade security with zero data sharing with public LLMs
Aligns with ISO 27001, SOC2, and GDPR frameworks

4. Integration & Governance

Introduced prompt management governance and feedback loops to train agents and reduce hallucination
Used sandbox environments for AI model testing before live deployment

This project has laid the foundation for a next-gen, autonomous enterprise platform within LTIMindtree.

Project geography

Global

Additional presentations:

Global CIO Awards - 2025 GenAI and AI Agents in LTIMindtree.pdf

G&AAI: Driving Autonomous Innovation for Enterprise Transformation with Quantified Benefits

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