ServiceNow unveils AI Experience to unify workflows & boost productivity
ServiceNow has announced the launch of AI Experience, a unified conversational interface designed to integrate artificial intelligence directly into enterprise workflows.
AI Experience brings together people, data, and workflows onto a single multimodal interface, incorporating built-in governance and security features. According to ServiceNow, this solution has been developed in response to organisational challenges associated with fragmented software platforms and disconnected AI tools, which can lead to slowed productivity and employee frustration.
Unified platform
The new interface extends across any workflow, including ServiceNow's autonomous Customer Relationship Management (CRM) system.
Features of AI Experience include hands-free support through AI Voice Agents, process automation via AI Web Agents, insight-to-action tools using AI Data Explorer, and visual automation capabilities with AI Lens. Each component is designed to accelerate task completion and streamline decision-making processes.
AI Experience operates through a context-aware, multimodal, and multilingual interface, providing voice, text, image, and web-based interactions. This enables employees to access information, delegate tasks, and collaborate with AI agents within the same environment. The platform's design intends to minimise the need for users to switch between different applications or systems to complete their work.
"By creating a unified, contextual, and intuitive AI Experience for the enterprise, we're putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data, and AI agents. ServiceNow has the platform to unify people and AI so they can collaborate naturally, getting end-to-end tasks completed in AI Experience, without friction."
AI control and versatility
With AI Control Tower, enterprises can govern, monitor, and manage their AI assets-both native and third-party-centrally. This offers greater oversight, with built-in processes for proactive risk monitoring, cross-platform onboarding, and value tracking in real time.
The platform also offers flexibility in model selection, allowing customers to choose between ServiceNow's in-house large language models and third-party providers such as Azure OpenAI (part of Microsoft Azure AI Foundry), Anthropic Claude (on AWS), or Google Gemini. ServiceNow states that this choice does not incur additional costs and that the platform's Workflow Data Fabric enables integration, cataloguing, and governance of data from multiple systems.
Capabilities overview
AI Voice Agents provide hands-free support, retrieving information, updating records, and resolving complex issues with natural dialogue. AI Web Agents learn from human interactions to perform tasks across third-party applications and the web, such as clicking buttons and filling out forms, without requiring APIs or dedicated integrations. The AI Data Explorer allows users to investigate trends, identify root causes, and document findings from within their workflow, connecting to ServiceNow and external datasets. AI Lens converts what users view on screens and dashboards into automated actions, reducing manual work and expediting decisions.
Customer perspectives
Several enterprises have expressed their perspectives on ServiceNow's new offering.
"ServiceNow is helping transform how our technology teams serve Adobe employees by connecting AI, data, and workflows across the enterprise," said Toni Vanwinkle, Vice President of Digital Employee Experience at Adobe. "With ServiceNow AI Agents, we will be able to more effectively anticipate and prioritise service requests, automate resolutions across systems, and deliver real-time insights so our teams can personalise support at scale. We're excited about the potential of AI Experience to take this even further and open new possibilities for how employees are supported."
Brian Eble, Principal, Enterprise Technology in Core Business Services Technology Group at EY, said, "At EY, we believe responsible AI starts with people. As an early adopter of the ServiceNow AI Platform, we have seen how agentic AI can help us adapt quickly, respond faster, and make work simpler and better for our employees. With AI Experience now available, we are excited to give our people a seamless new way to interact with AI that makes it personalised and proactive, delivering value every step of the way."
Paolo Juvara, Chief Digital Transformation Officer at Pure Storage, stated, "Pure Storage is committed to keeping customers satisfied while managing and protecting integral data. We continuously aim to simplify our customer service processes by reducing complexity and providing our teams with tools that improve interactions. The new AI Experience, which extends to ServiceNow CRM, offers a simple yet powerful user interface so we can keep delivering seamless, enjoyable experiences for our customers."
Scott Steele, Chief Operating Officer at Thrive, commented, "For over seven years, Thrive has used ServiceNow to empower our service teams to deliver faster, more personalised support. With ServiceNow's AI-powered CRM, we've transformed call centre experiences with smarter workflows and insights that work in tandem with employees to solve issues at maximum productivity. With the launch of AI Experience, we're excited to explore how AI voice and web agents can further elevate the service journey, helping our customers get what they need quickly and confidently."
Availability
According to the company, AI Lens is currently generally available. AI Voice Agents, AI Web Agents, AI Data Explorer, and the AI-powered Configure, Price, Quote (CPQ) tools are expected to become available by the end of 2025.
