ServiceNow Unveils 'AI Experience' Platform to Streamline Enterprise AI Management

Too many AI tools? This platform manages them all in one place

Broadly, companies are selling AI management tools to businesses. On Tuesday, software company ServiceNow announced the launch of its new AI Experience platform, designed to make businesses' myriad internal AI tools accessible through a single and intuitive user interface. Also: AI agents are transforming the healthcare and life sciences industry The picture the company paints of the modern office worker is someone who's juggling a growing number of AI systems -- as more get added, it becomes increasingly difficult to manage them all. Instead, ServiceNow is offering to help by telling those workers to simply drop the juggling act and let their own AI software pick up where they left off. "AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work," Amy Lokey, the company's Executive Vice President and Chief Experience Officer, said in a statement. "By creating a unified, contextual, and intuitive AI Experience for the enterprise, we're putting AI into the flow of work." ServiceNow is promoting its new service to industries like customer service and sales, promising productivity gains for employees. Also: Microsoft just added AI agents to Word, Excel, and PowerPoint - how to use them "AI agents take on the manual, repetitive work, like scanning tickets, flagging patterns, and recommending response plans," the company wrote in a press release. "This allows [humans] to focus on complex decisions and real-time improvements." AI Experience is populated by two categories of AI agents, both of which are expected to be made available by the end of this year. The first, dubbed Voice Agents, appear to be more or less your typical chatbot, capable of responding to natural language prompts to retrieve and update data from within a business's internal records. The second, which ServiceNow is calling Web Agents, can pull information from third-party apps, fill out forms, and complete other agentic tasks. Also: ChatGPT can buy stuff for you now - forever changing online shopping The platform also comes with "AI Data Explorer" and "AI Lens" features, both of which create visual representations of trends taking shape within an organization. AI Lens is available now, while the AI Data Explorer tool will also be made available later this year, according to ServiceNow. ServiceNow is essentially marketing AI Experience as a tool that can help businesses manage an ever-growing manifest of AI tools. Other tech developers have had a similar idea: Both Microsoft and Amazon Web Services, for example, recently launched virtual marketplaces through which enterprise customers can shop for AI agents. Each of these efforts assumes that businesses, overwhelmed by the sheer variety of AI tools that are now available to them, will be willing to pay to use a service that simplifies the selection, deployment, and governance processes.

ServiceNow thinks you're doing AI fast and wrong

And of course thinks it can help you do it right, once it gets around to delivering Three weeks after releasing one of its biannual platform upgrades, ServiceNow has started delivering an "AI Experience." The Register asked why the company chose to vary its usual release cycle, given its "Zurich" upgrade debuted on September 10 and included the "Builder Agent" vibe coding tool, meaning those users who choose to adopt the new platform - each ServiceNow customer runs a private instance and can change to new versions at a time of their choosing - already have more AI to play with. Chief Innovation Officer Dave Wright told us ServiceNow did so simply because it wanted to get more AI into users' hands ASAP, as it believes they want it. So there's another thing AI can do: change established product release cadences. ServiceNow calls its new agentic stuff "AI Experience" and the big ticket item is "voice agents" that allow users to drive workflows by speaking. The company showed a demo of an HR person receiving a notification that a job offer will soon lapse if they do not authorize it and responding by chatting with a bot to explain they are unable to sign off on the offer due to some unknown glitch. The bot authorizes the offer, diagnoses the glitch as crocked firewall config, and sends IT a ticket to fix that up. That ticket ends up in the queue of an IT support person, who sees a recommended fix - rolling back the firewall to remove a recent upgrade that caused problems - and clicks to let an agent make that happen. That sounds great. Shame it's on a to-do list ServiceNow promises to complete before the end of 2025, along with the underlying plumbing to make it possible. The part of the AI Experience the company has ready now is called "AI Lens" and means AI can read things like screenshots or forms and initiate workflows based on their content instead of requiring a sentient meatbag to interpret a document. The Register keeps hearing about organizations abandoning AI projects because they don't pay, and slow take-up rates of the tech. So we asked Wright if that's typical of ServiceNow users. He responded by saying people are not thinking about agentic AI the right way. "People don't get in the AI mindset. They use it for things they did before," he said, before urging: "Don't use it as robotic process automation 2.0." Wright instead wants you to use agentic AI to achieve outcomes. "People will use AI to say, 'When I resolve this incident, write me a summary,'" he said. "Why not amend the query slightly to ask, 'Summarize the incident and advise on how to improve.'" ®

ServiceNow's new AI Experience puts agentic automation at the fingertips of every office worker - SiliconANGLE

ServiceNow's new AI Experience puts agentic automation at the fingertips of every office worker ServiceNow Inc. has been at the forefront of the artificial intelligence push over the last couple of years, infusing AI models into almost every aspect of its software, which helps businesses to automate their workflows. Now, having built a solid AI foundation, it's aiming to simplify the way employees interact with the technology with a new "AI Experience." Building on the success of its Now Assist generative AI models, the AI Experience provides a more "intelligent entry point" that enables employees to use those capabilities more intuitively, to find information, delegate tasks to AI agents, and collaborate with them. ServiceNow said today that the AI Experience, which will be available later this year, spans the entire ServiceNow platform, including its new customer relationship management offering, uniting all of its AI capabilities into a streamlined, conversational user interface. ServiceNow sees the AI Experience as the new user interface for anyone interacting with its platform, eliminating the fragmentation that plagues office workers today. As ServiceNow Chief Executive Bill McDermott pointed out earlier this year, the average enterprise employee uses 17 applications on a daily basis, and is constantly switching between those platforms. Yet much of that effort can be automated. The challenge is to implement AI in a way that's accessible to every employee, and it's one that ServiceNow has been grappling with for quite a while. The AI Experience appears to be its solution, converging data, AI models, AI modalities, platforms and workflows into a single, conversational interface. ServiceNow Executive Vice President and Chief Experience Officer Amy Lokey said the AI Experience is intended to replace "clunky user experiences" that have become almost standard for enterprise workers today, hindering their productivity. "By creating a unified, contextual, and intuitive AI Experience for the enterprise, we're putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data and AI agents," she explained. "ServiceNow has the platform to unify people and AI so they can collaborate naturally, getting end-to-end tasks completed in AI Experience, without friction." Intelligent, role-aware AI agents sit at the heart of the new AI Experience. They're designed to work side-by-side with employees to complete mundane business tasks, solve problems and increase their productivity. For instance, there are AI Voice Agents that provide hands-free support to workers, helping them to retrieve information they need, update company records and troubleshoot any technical problems they might have with the software and systems they use. AI Web Agents, meanwhile, are designed to help employees complete tasks across the web and third-party software applications. They can do click on buttons, fill out online forms and navigate various apps and systems in order to perform the work they're instructed to do. Another key component of the AI Experience is the AI Data Explorer, which can be used to dig up insights based on records held in ServiceNow and external platforms. Employees can use it to investigate trends, pinpoint the root cause of problems and document their findings without having to exit their workflow. Finally, there's AI Lens, an agent that can transform what employees see, such as screens, forms and dashboards, into actions. Companies have the flexibility to choose which large language models they feel are most suitable for powering their AI Experience agents. The choices include ServiceNow's Now Assist family of LLMs, and also those from third-party providers like OpenAI, Anthropic PBC, Amazon Web Services Inc., Google LLC and Microsoft Corp. To ensure companies remain in control of their AI agents, ServiceNow's AI Control Tower oversees their deployment, providing safety rails to ensure everything is compliant. The company said the AI Experience integrates with every type of enterprise workflow, highlighting how it transforms its new customer relationship management platform into a "revenue-driving AI operating system" that uses automation to resolve customer problems faster and increase brand loyalty. Customer service can be automated across every channel, including phone and chat, with AI agents handling whatever issues they can, only handing off to a human support agent when the problem is too complex. Meanwhile, sales teams can leverage a new Configure, Price, Quote tool in the AI Experience to generate customized price quotes for each customer they're dealing with. That means human sales representatives can focus more of their time on building and growing relationships. In this way, the AI Experience transforms ServiceNow's CRM from a static system of record into an "AI-first system of action," where AI agents automate manual and repetitive work such as scanning tickets, flagging patterns and recommending responses and solutions. Problems will be solved much faster, and employees can remain focused on customers, the company said. Constellation Research Inc. analyst Holger Mueller said ServiceNow is showcasing its vision of how AI agents will be integrated with enterprise work processes in future. For now he said he's reserving judgment, but predicts that over time, the company's entire portfolio of workflow automation services will evolve into app-oriented agents. "You can think of them as a set of tools, accessed via voice, that learn from humans as they operate in the web browser and other systems, understanding data and images," he said. "We will see them for real in early 2026 when they're slated for release, at which point they'll have to prove their mettle in the day-to-day operations of ServiceNow's customers." Some of the world's biggest technology firms have already embraced the AI Experience. Adobe Inc. Vice President of Digital Employee Experience Toni Vanwinkle said he's seen a massive improvement in how his technology team serves the company's workforce. The AI Experience helps "anticipate and prioritize service requests more effectively, automate resolutions across systems and deliver real-time insights so our teams can personalize support at scale," he said.