ServiceNow Inc. has been at the forefront of the artificial intelligence push over the last couple of years, infusing AI models into almost every aspect of its software, which helps businesses to automate their workflows. Now, having built a solid AI foundation, it’s aiming to simplify the way employees interact with the technology with a new “AI Experience.”

Building on the success of its Now Assist generative AI models, the AI Experience provides a more “intelligent entry point” that enables employees to use those capabilities more intuitively, to find information, delegate tasks to AI agents, and collaborate with them.

ServiceNow said today that the AI Experience, which will be available later this year, spans the entire ServiceNow platform, including its new customer relationship management offering, uniting all of its AI capabilities into a streamlined, conversational user interface.

AI as the new UI

ServiceNow sees the AI Experience as the new user interface for anyone interacting with its platform, eliminating the fragmentation that plagues office workers today. As ServiceNow Chief Executive Bill McDermott pointed out earlier this year, the average enterprise employee uses 17 applications on a daily basis, and is constantly switching between those platforms. Yet much of that effort can be automated.

The challenge is to implement AI in a way that’s accessible to every employee, and it’s one that ServiceNow has been grappling with for quite a while. The AI Experience appears to be its solution, converging data, AI models, AI modalities, platforms and workflows into a single, conversational interface.

ServiceNow Executive Vice President and Chief Experience Officer Amy Lokey said the AI Experience is intended to replace “clunky user experiences” that have become almost standard for enterprise workers today, hindering their productivity.

“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,” she explained. “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 agents for every worker

Intelligent, role-aware AI agents sit at the heart of the new AI Experience. They’re designed to work side-by-side with employees to complete mundane business tasks, solve problems and increase their productivity.

For instance, there are AI Voice Agents that provide hands-free support to workers, helping them to retrieve information they need, update company records and troubleshoot any technical problems they might have with the software and systems they use. AI Web Agents, meanwhile, are designed to help employees complete tasks across the web and third-party software applications. They can do click on buttons, fill out online forms and navigate various apps and systems in order to perform the work they’re instructed to do.

Another key component of the AI Experience is the AI Data Explorer, which can be used to dig up insights based on records held in ServiceNow and external platforms. Employees can use it to investigate trends, pinpoint the root cause of problems and document their findings without having to exit their workflow. Finally, there’s AI Lens, an agent that can transform what employees see, such as screens, forms and dashboards, into actions.

Companies have the flexibility to choose which large language models they feel are most suitable for powering their AI Experience agents. The choices include ServiceNow’s Now Assist family of LLMs, and also those from third-party providers like OpenAI, Anthropic PBC, Amazon Web Services Inc., Google LLC and Microsoft Corp. To ensure companies remain in control of their AI agents, ServiceNow’s AI Control Tower oversees their deployment, providing safety rails to ensure everything is compliant.

Automating work everywhere

The company said the AI Experience integrates with every type of enterprise workflow, highlighting how it transforms its new customer relationship management platform into a “revenue-driving AI operating system” that uses automation to resolve customer problems faster and increase brand loyalty. Customer service can be automated across every channel, including phone and chat, with AI agents handling whatever issues they can, only handing off to a human support agent when the problem is too complex.

Meanwhile, sales teams can leverage a new Configure, Price, Quote tool in the AI Experience to generate customized price quotes for each customer they’re dealing with. That means human sales representatives can focus more of their time on building and growing relationships.

In this way, the AI Experience transforms ServiceNow’s CRM from a static system of record into an “AI-first system of action,” where AI agents automate manual and repetitive work such as scanning tickets, flagging patterns and recommending responses and solutions. Problems will be solved much faster, and employees can remain focused on customers, the company said.

Constellation Research Inc. analyst Holger Mueller said ServiceNow is showcasing its vision of how AI agents will be integrated with enterprise work processes in future. For now he said he’s reserving judgment, but predicts that over time, the company’s entire portfolio of workflow automation services will evolve into app-oriented agents.

“You can think of them as a set of tools, accessed via voice, that learn from humans as they operate in the web browser and other systems, understanding data and images,” he said. “We will see them for real in early 2026 when they’re slated for release, at which point they’ll have to prove their mettle in the day-to-day operations of ServiceNow’s customers.”

Some of the world’s biggest technology firms have already embraced the AI Experience. Adobe Inc. Vice President of Digital Employee Experience Toni Vanwinkle said she’s seen a massive improvement in how his technology team serves the company’s workforce. The AI Experience helps “anticipate and prioritize service requests more effectively, automate resolutions across systems and deliver real-time insights so our teams can personalize support at scale,” she said.

Images: ServiceNow