May 06, 2026
ServiceNow Goes All In on Autonomous Enterprise AI at Knowledge 2026
ServiceNow announced its most ambitious set of enterprise AI releases to date at its annual Knowledge 2026 event in Las Vegas. A new unified AI experience called ServiceNow Otto, an expanded Autonomous Workforce of AI specialists, and a significantly upgraded AI Control Tower are designed to work together as a single governed system that completes work across departments, functions, and third-party platforms.
Otto Merges Moveworks, Now Assist, and AI Experience Into One Interface
ServiceNow Otto merges the capabilities of Now Assist, the recently acquired Moveworks, and the company’s AI Experience platform into one interface that handles conversational AI, enterprise search, AI voice agents, and data exploration. Rather than living inside a single application, Otto is present across the entire enterprise, interpreting intent, routing work to the appropriate agent, and executing it without requiring users to know which underlying system handles their request. Bhavin Shah, SVP and GM of Employee Experience and AI at ServiceNow, said employees no longer need to know where to go or who to ask, and that Otto can handle the rest within the guardrails the enterprise requires.
The Moveworks acquisition, which closed in December 2025 for $2.85 billion, contributed its front-end AI assistant and enterprise search technology, while ServiceNow provided the workflow automation backbone. Otto is already live within ServiceNow EmployeeWorks, where it generated six deals exceeding $1 million each in net new annual contract value within one month of launch. ServiceNow plans to roll Otto out across all its products over the coming year.
AI Specialists Extend Autonomous Workforce across IT, CRM, Employee Services, and Security
The second announcement extends ServiceNow’s Autonomous Workforce with new AI specialists for IT, CRM, employee services, and security and risk. ServiceNow describes them as role-scoped digital employees embedded in established workflows, capable of completing end-to-end processes alongside human colleagues. The L1 IT Service Desk AI Specialist, now generally available, is already resolving assigned IT cases 99% faster than human agents within ServiceNow’s own help desk. New specialists span AIOps, site reliability engineering, asset lifecycle management, and portfolio planning.
The new Autonomous CRM AI specialists cover sales qualification, quoting, order fulfilment, invoice disputes, service, and renewals. ServiceNow says its CRM platform already resolves over 100 million customer cases, orchestrates over 16 million orders, and configures more than seven million quotes each month. The new AI specialists can accelerate each of those processes by handling triage, escalation, and quote generation autonomously.
Employee services received similar treatment, with new AI specialists for HR, workplace services, legal, finance, procurement, supplier management, and health and safety. Across ServiceNow’s customer base, these specialists managed to resolve 91% of cases without reassignment. Given that an estimated 23 million employees use ServiceNow’s employee portal every month, generating roughly 40 million cases annually, the volume of routine, repeatable work available for autonomous resolution is substantial.
On the security front, new Autonomous Security and Risk AI specialists are built to triage and remediate vulnerabilities autonomously, investigate and contain SOC incidents with humans in the loop, and screen third-party vendor risk. ServiceNow says these specialists compress tasks that typically take days into minutes.
AI Control Tower Evolves Into Five-Dimensional Governance Solution
The third pillar of the Knowledge 2026 announcements is the expansion of the AI Control Tower itself. Originally introduced at Knowledge 2025 as a visibility and management tool, it has evolved into a five-dimensional governance solution covering discovery, observation, governance, security, and measurement. Thirty new enterprise integrations now bring AI assets deployed on AWS, Google Cloud, Microsoft Azure, SAP, Oracle, and Workday into the same governance model, alongside non-human identities and connected IoT and OT devices.
ServiceNow has also expanded its partnership ecosystem for these launches. AI specialists can leverage technology from NVIDIA, including the NVIDIA Agent Toolkit and the AI-Q Deep Research specialist agent blueprint, alongside a combination of closed and open models. Deepened AI Control Tower integrations with AWS, Microsoft, NVIDIA, and other LLM providers extend governance across the infrastructure enterprises already rely on. A new AI Gateway provides real-time controls for all customer Model Context Protocol transactions, adding governance, observability, and security for third-party AI systems.
Additional features announced at Knowledge 2026 include AI Agent Advisor, which analyses a customer’s operational data to identify the automation opportunities with the greatest potential impact; AI-powered setup, which uses AI agents to handle plugin installation, role provisioning, and system configuration autonomously; and new modalities for AI in the natural flow of work, including device camera integration, Dynamic Guidance through voice and natural language, Screen Summarisation, SmartDocs, and Intelligent Approvals.
Features from the ServiceNow AI Platform Australia release are available on a rolling basis from April 2026. AI Agent Advisor and Intelligent Approvals are generally available this month. AI Control Tower enhancements enter Innovation Lab in May with general availability expected in August 2026.
