ServiceNow has launched the AI Experience multi-modal interface to unify people, data and workflows across the enterprise.
Positioning AI as the central user interface for business operations, the platform integrates intelligent AI agents into daily workflows to enable employees to interact with systems through voice, text and visual inputs while maintaining governance, security and transparency at scale.
“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,” said Amy Lokey (top), Executive Vice President and Chief Experience Officer of ServiceNow.
AI Experience replaces fragmented SaaS environments with a single, context-aware platform that connects AI models, data sources and business processes.
Embedding AI directly into the flow of work reduces employee learning curves and eliminates the inefficiencies of switching between disconnected applications.
The system features role-aware AI agents that assist with task automation, issue resolution and decision-making to offer personalised and proactive support across departments.
Among its AI-powered capabilities are AI Voice Agents that provide hands-free support by retrieving information and updating records with human-like fluency, and AI Web Agents that navigate third-party applications and websites without requiring APIs to automate tasks such as form filling and system navigation.
AI Data Explorer enables users to analyse trends and identify root causes by connecting insights across ServiceNow and external data sources, while AI Lens converts visual inputs into automated actions for faster decision-making.
ServiceNow is extending AI Experience into its CRM platform to transform it from a passive system of record into an active, AI-first operating system.
In customer service, AI automates issue resolution across communication channels, while in sales, an AI-powered Configure, Price, Quote (CPQ) solution accelerates quote generation, allowing sales teams to focus on relationship-building. Pre-built workflows and AI agents ensure seamless collaboration across teams, reducing manual effort and improving customer experiences.
To support responsible AI adoption, ServiceNow enhances its AI Control Tower with cross-platform onboarding, real-time compliance monitoring and value tracking.
The platform also introduces Now Assist model provider flexibility for enterprises to choose between ServiceNow’s native large language models and third-party options such as Azure OpenAI, Anthropic Claude, and Google Gemini at no additional cost.
Workflow Data Fabric enables secure data integration and governance across systems to ensureg AI operates on reliable, up-to-date information.
Early adopters including Adobe, EY, Pure Storage, and Thrive are already leveraging the platform to enhance employee support, streamline operations and improve customer service.
AI Lens is currently available, while AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered CPQ are expected to launch by end 2025.
Entelechy Asia 