ServiceNow’s AI Experience aims to unify enterprise workflows with multimodal AI tools

ServiceNow launches AI Experience, a comprehensive conversational platform integrating multimodal AI capabilities to streamline organisational processes, enhance employee engagement, and enable centralised AI governance amid rapid adoption across enterprises.

ServiceNow has launched AI Experience, a unified conversational interface designed to embed artificial intelligence deeply within enterprise workflows. Developed to address common organisational challenges linked to fragmented software platforms and disconnected AI tools, AI Experience aims to boost productivity and improve the employee experience by consolidating people, data, and workflows onto a single, intuitive multimodal interface. This integration is expected to streamline task completion and accelerate decision-making processes, reducing the need for users to switch between multiple applications.

AI Experience supports a wide range of workflows, including ServiceNow’s autonomous Customer Relationship Management (CRM) system. It offers advanced features such as AI Voice Agents, AI Web Agents, AI Data Explorer, and AI Lens. The AI Voice Agents provide hands-free assistance, engaging in natural dialogue to retrieve information, update records, and resolve complex issues efficiently. The AI Web Agents can learn from human interactions to automate tasks across third-party applications and the web without requiring traditional backend integrations or APIs. AI Data Explorer offers insight-to-action capabilities by analysing trends and root causes from internal and external datasets, while AI Lens translates visual information from screens and dashboards into automated actions, reducing manual input and expediting decisions.

Designed as a context-aware, multimodal, and multilingual interface, AI Experience supports interactions via voice, text, image, and web, allowing employees to access information, delegate tasks, and collaborate with AI agents seamlessly within one environment. This approach minimises workflow friction and enhances user engagement by meeting individuals where they are in their work processes.

A central component of AI Experience is the AI Control Tower, which allows enterprises to govern, monitor, and manage AI assets—whether developed in-house or sourced from third-party providers such as Microsoft’s Azure OpenAI, Anthropic Claude, or Google Gemini. ServiceNow emphasises that customers can select from these models without incurring additional costs. The platform’s Workflow Data Fabric facilitates integration, cataloguing, and governance of data flowing from multiple systems, ensuring comprehensive oversight across the AI ecosystem, bolstered by proactive risk monitoring and real-time value tracking.

Several early adopters of the AI Experience platform have voiced their enthusiasm. Toni Vanwinkle, Vice President of Digital Employee Experience at Adobe, highlighted the potential to enhance service request prioritisation, automate system resolutions, and deliver real-time insights to create more tailored support at scale. Brian Eble, Principal at EY, praised the solution’s ability to provide personalised and proactive AI interactions that make work simpler and more efficient, reinforcing EY’s commitment to responsible AI practices. Meanwhile, Paolo Juvara, Chief Digital Transformation Officer at Pure Storage, pointed out the platform’s role in simplifying customer service processes and improving customer interactions. Scott Steele, Chief Operating Officer at Thrive, shared how ServiceNow’s AI-driven CRM has already transformed call centre experiences and expressed optimism about further productivity gains with AI Experience’s voice and web agents.

While AI Lens is currently available, ServiceNow states that AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered Configure, Price, Quote tools are expected to be rolled out by the end of 2025.

By integrating AI more holistically into enterprise workflows, ServiceNow aims to tackle the inefficiencies caused by disconnected platforms and underutilised AI capabilities, positioning AI Experience as a comprehensive solution to enhance operational agility and employee satisfaction.

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Source: Fuse Wire Services