.jpg)
ServiceNow launches Autonomous Workforce, a new category of AI specialists that execute end-to-end enterprise work with defined scope, authority, and built-in governance. The company also introduces ServiceNow EmployeeWorks, integrating Moveworks' conversational AI and enterprise search with ServiceNow's unified portal and autonomous workflows to turn natural language requests into governed, automated execution for nearly 200 million employees.
ServiceNow positions its AI Platform as the unified control tower for business reinvention, contrasting it with fragmented, bolted-on AI features in disconnected SaaS applications. By combining intelligence, execution, and trust in one system, the platform enables AI to complete work—not just suggest it—while maintaining enterprise-grade governance.
Unlike task-specific AI agents, Autonomous Workforce orchestrates teams of AI specialists assigned defined roles. These specialists follow organizational processes, learn from outcomes and feedback, and improve continuously. They operate alongside humans, escalating complex issues while handling routine-to-moderate work autonomously.
The initial offering, the Level 1 Service Desk AI Specialist, autonomously manages high-volume IT support tickets end-to-end. It draws on enterprise knowledge bases, incident history, and remediation workflows to deliver 24/7 resolution with clear handoffs when human expertise is required.
"Businesses don't need more pilots or promises. They need AI that gets work done," said Amit Zavery, president, chief product officer, and chief operating officer, ServiceNow. "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.”
ServiceNow EmployeeWorks serves as the consumer-like entry point for employees, available in Teams, Slack, browsers, or the ServiceNow portal. It leverages Moveworks' natural language understanding and enterprise search to interpret intent, then orchestrates autonomous workflows across systems to complete requests while enforcing approvals, authorizations, and compliance.
"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarize, it completes the work," said Bhavin Shah, senior vice president and general manager of Moveworks and AI for ServiceNow. “Moveworks proves that when AI solves real problems elegantly, people use it. Combined with ServiceNow's 20+-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability, including the operational guarantees that mission-critical work demands."
Major organizations are already experiencing benefits:
About ServiceNow
ServiceNow is the AI control tower for business reinvention. The ServiceNow AI Platform integrates with any cloud, any model, and any data source to orchestrate how work flows across the enterprise. By unifying legacy systems, departmental tools, cloud applications, and AI agents, ServiceNow provides a single pane of glass that connects intelligence to execution across every corner of business. With more than 80 billion workflows running on the platform each year, ServiceNow helps organizations turn fragmented operations into coordinated, autonomous workflows that deliver measurable results.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.