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ServiceNow launches AI Experience, a pioneering platform that integrates voice, text, images, and web interactions to revolutionise enterprise operations, improve productivity, and enhance customer engagement.
ServiceNow has unveiled AI Experience, a transformative AI platform designed to unify people, data, and workflows into a seamless, conversational interface tailored for enterprise use. This new AI-driven environment builds upon the company’s existing Now Assist foundation, evolving into a context-aware, multimodal platform that integrates voice, text, image, and web interactions, empowering employees to access information, delegate tasks, and collaborate with AI agents within a single, intuitive interface.
In today’s enterprise environments, employees often grapple with fragmented SaaS applications that create silos and inefficient workflows. ServiceNow’s AI Experience addresses these challenges by converging disparate data sources, AI models, and workflows, eliminating the need for multiple disconnected AI tools. This unified approach not only accelerates AI adoption but also reduces the learning curve for employees by embedding AI directly into day-to-day work rather than confining it to standalone applications.
Central to the AI Experience are intelligent, role-aware AI agents that work alongside employees to swiftly resolve issues, complete tasks, and drive outcomes. These agents operate transparently, continuously learning and providing users with full visibility and control, thus maintaining trust and governance within the enterprise. Key capabilities introduced include AI Voice Agents for hands-free support, AI Web Agents that can navigate third-party applications without needing APIs or integrations, AI Data Explorer to connect insights across internal and external data sources, and AI Lens, which converts on-screen visuals into actionable steps to accelerate decision-making and reduce manual effort.
Particularly noteworthy is AI Experience’s application to customer relationship management (CRM), where it transforms a traditionally passive system of record into an AI-native system of action that proactively drives revenue and customer loyalty. AI-powered tools automate repetitive tasks such as scanning tickets and generating quotes, freeing human agents to focus on complex decision-making and enhancing the customer experience. This marks a significant shift from legacy SaaS systems by enabling automation and collaboration across sales and service workflows through a single data model and architecture.
Governance and security remain top priorities with AI Control Tower serving as a central hub to monitor, manage, and govern both native and third-party AI assets. This transparency and control help enterprises deploy AI Experience with confidence, ensuring compliance, mitigating risks, and providing real-time value tracking. Adding to this flexibility, ServiceNow enables customers to integrate a range of AI model providers—including native models and those from industry leaders such as Microsoft’s Azure OpenAI, Anthropic Claude on AWS, and Google Gemini—allowing organisations to optimise AI performance for specific workflows without incurring additional costs.
The ServiceNow AI Platform also incorporates sophisticated data orchestration tools like Workflow Data Fabric and AI Agent Fabric, which together create a truly open and connected enterprise platform capable of supporting any AI agents, in any workflow, across any industry and cloud environment. This broad integration potential underscores ServiceNow’s ambition to redefine how work is performed by placing AI at the core of user experience and operations.
Currently, AI Lens is generally available, with further capabilities—such as AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered Configure, Price, Quote (CPQ)—expected to roll out by the end of 2025. ServiceNow’s latest innovations signal a major step forward in enterprise AI usability, governance, and productivity, potentially setting a new standard for how businesses integrate AI to accelerate transformation and enhance customer and employee experiences across diverse sectors.
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Source: Noah Wire Services
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