Sandeep Kumar Prasad, a Senior Technical Support Engineer at ServiceNow, stands at the forefront of revolutionizing customer service through AI Search implementation on the Now Platform. His influence stretches far beyond the typical duties of his role, as he plays an integral part in enhancing the efficiency and practicality of AI tools, ensuring global clients can effectively utilize them. Sandeep’s efforts in optimizing AI search contribute significantly to ServiceNow’s ability to offer faster incident response and improved search predictions, crucial in servicing their extensive client base of over 28,000 companies worldwide.
In the context of AI Search at ServiceNow, Technical Support Engineers like Sandeep Kumar Prasad are invaluable. They bridge the gap between advanced AI technologies and practical, real-world applications for U.S. companies, contributing significantly to the U.S. economy. These engineers ensure that AI-driven solutions, like those in ServiceNow’s Now Platform, are not only technologically advanced but also user-friendly and relevant to customer needs. They play a critical role in adapting AI tools to enhance customer service, thereby supporting businesses in maintaining competitiveness and efficiency in a rapidly evolving digital landscape. This work, in turn, fosters innovation and technological advancement within the U.S., bolstering its position in the global tech industry.
He shares “As we navigate the rapidly evolving landscape of customer service, the integration of AI Search has become more than just a technological advancement; it’s a fundamental shift in how we approach problem-solving and customer interaction. My goal at ServiceNow is to continuously refine these AI capabilities, ensuring they are not only innovative but also intuitive and practical for our diverse client base. I am committed to leveraging my expertise and experience to make a lasting impact on the U.S. Customer Service and Support Engineering Industry, driving forward a future where technology and human insight combine to create unparalleled customer experiences.“
His journey to this point of professional excellence is rooted in a history of significant achievements and a relentless pursuit of innovation. Before joining ServiceNow, Sandeep’s tenure at Fastenal was marked by his receipt of three Spot Awards in consecutive years – 2018, 2019, and 2020, for his groundbreaking work in various projects. These awards underscore his expertise in developing innovative solutions, automating processes, and driving digital transformation within the company.
Sandeep’s academic journey was equally impressive. He excelled in mathematics and computer science, securing top grades and scholarships, and was actively involved in various college activities. His educational background in Electrical & Electronics Engineering, combined with his experience in coding and IT project management, laid the groundwork for his future career in technology.
Sandeep’s higher education began with a Master’s degree in Information Systems from California State University, Fullerton, specializing in Business Analytics, which has been pivotal in his career. The rigorous academic environment at California State University, known for its emphasis on science and technology, equipped him with advanced analytical skills and a deep understanding of complex data handling. This education underpins his work at ServiceNow, where he applies his expertise to develop and leverage generative AI solutions. His projects during his Master’s, such as the Stock Market Case and GasBuddy.com data analysis, demonstrate his ability to apply theoretical knowledge to practical, real-world challenges. This blend of academic excellence and professional experience positions Sandeep to effectively contribute to ServiceNow’s vision and the broader goal of utilizing generative AI for American advancement.
Driven by his upbringing in a working-class family, Sandeep has always aspired to excel in the technology field. His journey from modest beginnings to a significant role in a tech giant like ServiceNow is a testament to his commitment to excellence and innovation in technology and customer service. Sandeep’s story is not just about his individual achievements; it exemplifies the vital role of Technical Support Engineers in adapting and enhancing AI tools for improving customer service in today’s fast-paced tech world.
