One AI front door: Unleashing an AI agent workforce
they need a single, unified front door where employees can ask critical questions and basic work gets done. Today, that process requires employees to navigate dozens of systems, which is time-consuming and often doesn’t yield optimal results.
To eliminate the patchwork, enterprises need data, AI, and workflows orchestrated on a single, secure platform that connects every corner of the business. The other missing link is a conversational AI experience that understands natural language, detects intent, and connects requests to action across every enterprise system. The experience layer should make the full power of the platform accessible to every employee, not just specialists, and serve as the defining factor between AI intelligence and AI action.
ServiceNow is the platform ready for AI action. ServiceNow delivers enterprise-grade workflow automation on the back end and a world-class conversational AI experience on the front end. As a critical backbone for 90% of the Fortune 500, ServiceNow handles more than 80 billion workflows and 6.5 trillion transactions annually. With 20 years of operational workflow intelligence across IT, CRM, employee experience, security, and finance, ServiceNow delivers the full breadth of governance, context, and execution infrastructure designed to make AI work for the business.
Best-in-class business execution. GenAI capabilities are directly embedded inside ServiceNow workflows to facilitate end-to-end automation. These capabilities summarize incidents, cases, and chat history; auto-generate resolution notes and knowledge articles; triage and route cases with AI classification; and deploy AI agents to resolve issues with minimal human intervention. IT agents, HR case workers, and platform administrators gain an immediate productivity lift from AI that’s native to the processes they already execute, rather than forcing them into unfamiliar AI work patterns.
An AI front door for the entire workforce. ServiceNow EmployeeWorks delivers the conversational intelligence and consumer-grade experience that makes AI accessible to every employee — not just specialists. The fully managed, multi-large language model (LLM) agentic reasoning engine is designed to work across enterprise systems through supported integrations and enterprise workflows to plan, execute, and adapt to every request, while retaining user, business, and process context all along the way. Employees can ask questions in natural language across multiple channels, including the web, Slack, Teams, and mobile platforms. The system connects requests to action across 100+ enterprise systems, automating everyday tasks while empowering self-service.
ServiceNow EmployeeWorks sets the stage for the front-end experience while connecting to powerful back-end execution, resulting in a single AI platform that can reach every corner of the business. ServiceNow EmployeeWorks can handle everyday tasks and requests across all business domains, whether it’s related to IT troubleshooting, HR onboarding, or procurement approvals. For more complex business processes, it can also launch autonomous workflows to handle end-to-end processes like onboarding, leaves of absence, supplier operations, and beyond.
CVS Health reduced live agent chats by 50% in 30 days across IT, HR, and store operations.
Amadeus credits the platform with saving more than 16,000 hours of global employee work time per month.
Nutanix executed its AI strategy in less than seven weeks thanks to EmployeeWorks and ServiceNow.
Ciena streamlined approvals, cut ticket volume, and accelerated support by automating more than 100 use cases.
Enterprise search & action. The ability to search employee content and business knowledge at scale (up to 100 million-plus documents) across Outlook, Teams, Slack, SharePoint, Confluence, OneDrive, and 50+ connectors. Hybrid semantic and keyword retrieval ensures delivery of personalized answers based on location, role, and recent activity.
Consumer-grade experience. A natural, conversational interface ushers in the right outcome without employees having to know which agent to invoke or which system holds the required data.
Specialized assistants. Specialized Assistants are purpose-built for nuanced, domain-specific work — configured with the right tools, content, and instructions to perform a defined job with precision. They inherit platform permissions, connectors, and agents already in place, so there's no rebuilding infrastructure from scratch. Distribution is controlled: share with specific teams or publish through a governed store, nothing reaches your workforce without sign-off.
Next-generation employee center. ServiceNow EmployeeWorks features a persistent AI-powered omnibar that understands intent and surfaces dynamic widgets for pending tasks and urgent updates. The result is a personalized, role-specific canvas tuned to individual employees.
Enterprise-ready use cases. Pre-built plug-ins in the AI Agent Marketplace instantly solve common requests across IT, HR, finance, and procurement domains as well as across industry sectors. For example, there are pre-built agents to help manufacturers onboard and monitor suppliers, for telecom companies to triage and analyze alerts, and for retailers to create action for store safety incidents, among many other use cases.
