A ServiceNow, an AI platform for business transformation, announced the AI Experience, a new smart and unified entryway for corporate AI. Focusing on contextual and multimodal experiences, the solution connects people and AI agents through an intuitive interface, with integrated governance and security, creating the ideal environment for adopting AI at scale.
Built on the Now Assist, AI Experience extends through any workflow – including the CRM ServiceNow – and allows employees to access information, assign tasks and collaborate with AI in a fluid way.
""AI Experience solves one of the biggest challenges companies face today: fragmented experiences that slow down work,"”, says Amy Lokey, Executive Vice President and Chief Experience Officer at ServiceNow. “With an intuitive, contextual interface, we're putting AI into the workflow, connecting people, data, and agents in one place."As part of the project, an
Key features of AI Experience include:
- AI Voice Agents: Voice interaction to access information, update records and solve tasks with human fluency.
- AI Web Agents: Agents who learn from humans to perform tasks on external systems, without APIs or custom integrations.
- AI Data Explorer: connects internal and external data to investigate trends, root causes, and document insights without leaving the workflow.
- AI Lens: Transforms screens and dashboards into automated actions, eliminating manual effort and accelerating decisions.
Autonomous CRM with Integrated AI
AI Experience transforms the ServiceNow CRM of a static registry system into a native AI action platform, where autonomous agents perform repetitive tasks such as ticket analysis and response recommendation. The objective is to free human teams for more complex and strategic decisions, while customers are served more quickly and fluidly, in the channel of their choice.
Governance and flexibility for corporate AI
The experience is enhanced by AI Control Tower, a command center that allows you to govern, monitor and manage any AI – native or third-party assets. In addition, customers are free to choose the AI models that are most suitable for their workflows, with support for ServiceNow models and partners such as Azure OpenAI, Anthropic Claude and Google Gemini.
Customer testimonials:
- " The new AI experience allows us to deliver simpler, continuous, and more effective interactions to our customers ", it says Paolo Juvara , Chief Digital Transformation Officer at Pure Storage.
- ""With ServiceNow AI, we transformed our call center with smarter flows. We now want to explore using voice and web agents to further elevate our service experience,"states says, Scott Steele.
- "We believe that responsible AI starts with people. AI Experience brings a new, fluid and proactive way of interacting with technology”, adds "We believe responsible AI starts with people. AI Experience brings a new, fluid, and proactive way to interact with technology,", EY's Business Technology Leader.
Availability
- Brian Eble Now available.
- AI Lens It is scheduled for release in late 2025.
