October 02, 2025
ServiceNow Puts AI at the Front Door of Work With New Enterprise Interface
ServiceNow has introduced AI Experience, a new multimodal interface designed to bring artificial intelligence directly into the flow of work.
Described as a “conversational front door” to enterprise AI, the platform connects people, data, and workflows while embedding governance and security into every interaction.
For companies weighed down by decades of siloed applications and fragmented AI tools, AI Experience offers a way to unify systems on a single interface. Instead of juggling disconnected platforms, employees can rely on one environment where AI agents assist with tasks, retrieve information, and provide context-aware support.
The platform supports multiple modalities, including voice, text, image, and web, while introducing role-aware agents that work alongside employees. These agents can anticipate needs, take action, and deliver results across workflows. The experience is built to be proactive and personalised, reducing the time employees spend on repetitive work and helping them focus on higher-value activities.
Key features include:
- AI Voice Agents, offering hands-free support with natural, conversational responses.
- AI Web Agents, capable of completing tasks across third-party apps and websites without integrations.
- AI Data Explorer, which pulls insights from ServiceNow and external sources into one place.
- AI Lens, turning any screen or dashboard into a starting point for automation.
AI Agent for Every Use Case
To ensure governance and control, the company has added AI Control Tower, a central hub for managing both ServiceNow-native and third-party AI models. Customers can integrate options from providers such as Microsoft Azure, OpenAI, Anthropic Claude, and Google Gemini, aligning the right model to each workflow.
Amy Lokey, executive vice president and chief experience officer at ServiceNow, said: “AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work. 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.”
One of the biggest impacts is on CRM and customer service. ServiceNow claims AI Experience as an “AI-first system of action” rather than a static system of record. AI agents can scan tickets, flag patterns, recommend response plans, or automate quote generation through a new Configure, Price, Quote (CPQ) capability. Customers can resolve issues through automation in the channel they prefer, while sales reps spend less time on manual processes and more time strengthening relationships.
The launch also comes as ServiceNow expands its role in the wider AI ecosystem. The company, alongside Salesforce, has committed a $1.5 billion investment in Genesys to accelerate the adoption of agentic AI in customer service. Genesys Cloud, now at nearly $2.1 billion in annual recurring revenue with 35% year-over-year growth, will use the funding to deepen its capabilities.
