ServiceNow Launches Autonomous Workforce and EmployeeWorks

ServiceNow announced the launch of Autonomous Workforce, which orchestrates teams of specialized AI agents to execute complete enterprise business processes and workflows. The Autonomous Workforce tool already handles over 90% of employee IT service requests at ServiceNow. 

Today, ServiceNow introduced the first of these out-of-the-box AI specialists: a Level 1 Service Desk AI Specialist purpose-built to completely resolve common IT support issues like: 

• Password resets
• Network troubleshooting
• Account unlock
• WiFi/VPN problems
• Email issues 
• Software access provisioning

The AI Specialist triages and categorizes low priority incidents. Once resolved, the L1 Service Desk AI Specialist automatically updates records. Early results from ServiceNow indicate that the L1 Service Desk AI Specialist autonomously resolves assigned IT cases 99% faster than human agents.

These AI Specialists use historical incident data, proactive remediation workflows, and enterprise knowledge bases to automatically assign themselves and resolve assignments that fit with their specific skillsets and authorizations.  If needed, the AI Specialist can escalate edge cases to a human agent. 

ServiceNow attributes the success of the AI Specialists to a combination of probabilistic workflows and deterministic outcomes. These AI Specialists recognize patterns and answer routine questions, but also interpret requests, determine the best course of action according to the specific need, and act autonomously across systems. The AI Specialists use experience memory to learn from past outcomes and employee feedback. They also come with built-in AI governance from the ServiceNow AI Control Tower.

These AI Specialists allow enterprises to move away from “single use” bolt-on AI agents that complete individual tasks, and towards a unified, frictionless AI native platform that works alongside human agents to resolve issues from start to finish.  As COO, President, and CPO Amit Zavery puts it:

Businesses don't need more pilots or promises. They need AI that gets work done. The leaders realizing value from AI are investing in platforms where intelligence, execution, and trust work as one system. Our platform was purpose-built for this moment. Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority, and governance enterprise work demands. This is a new era of productivity and ROI, at scale.

Amit Zavery

COO, President, CPO, ServiceNow

Amit Zavery

Additional upcoming AI Specialists include an Employee Service Agent, a Security Operations Analyst, a Project Coordinator, a Software Asset Management Analyst, and more.

ServiceNow EmployeeWorks Combines Moveworks + ServiceNow AI Platform

Two months after closing the Moveworks acquisition, ServiceNow has connected conversational AI chat and enterprise search from Moveworks with ServiceNow’s AI Platform to offer ServiceNow EmployeeWorks.

With EmployeeWorks, team members can view sales snapshots, procurement activity, staffing availability, weekly sales performances, and more from all different systems and applications within a single unified dashboard. They can request time off, review specific resources like HR policies or employee handbooks, and review current requests or suggested actions. In addition to reviewing key information in one place, team members can instruct the AI to take specific, relevant actions like advancing top applicant candidates.

EmployeeWorks also instantly alerts team members when circumstances change, makes suggestions about how to move forward, and executes the next best action when the user instructs it to. For example, if a candidate was no longer available at their original interview time, EmployeeWorks could check existing calendars/schedules to find another time, suggest a new date for the interview, and, upon human approval, automatically reschedule the interview.

What This Means for Customers

For enterprise customers, these announcements represent a meaningful shift in what AI can actually deliver day-to-day. Rather than deploying narrowly focused tools that automate one task at a time, organizations get a unified platform where AI specialists work end-to-end across entire workflows without constant human handholding. 

EmployeeWorks adds another layer of value by collapsing the fragmented experience of jumping between HR, IT, sales, and procurement systems into a single, conversational interface. Employees spend less time hunting for information and more time acting on it.

Where ServiceNow pulls ahead of competitors is in the combination of breadth, governance, and platform depth. Point solutions may be increasingly capable within their own ecosystems, but they can’t truly orchestrate complex, cross-functional enterprise workflows from a single unified platform.

For organizations that need AI they can actually trust with real work at scale, that combination is a major selling point.