At Knowledge 2025, ServiceNow’s flagship event, NICE unveiled a new partnership with ServiceNow to reimagine customer service through complete automation. This collaboration combines NICE’s advanced AI customer service automation with ServiceNow’s AI-powered enterprise workflow platform to create a holistic, integrated system that transforms how businesses handle customer interactions.
“Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all,” said Barry Cooper, President, CX Division, NICE.
With the synergy of two leading AI platforms, this partnership bridges the traditional divide between customer-facing operations and back-end fulfillment processes. The result is a streamlined service delivery model that drives faster resolutions, higher agent productivity, and seamless, end-to-end customer experiences.
“Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE’s CCaaS and WEM capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow.
Key capabilities of the joint NICE–ServiceNow solution
- Seamless AI-driven customer engagement: Through intelligent routing, customer data from ServiceNow is merged with NICE’s behavioural insights to ensure every inquiry reaches the most suitable agent or team. Real-time AI evaluates context, sentiment, and service-level priorities, driving better outcomes and increased satisfaction.
- Empowering employees with smart support tools: Agents receive real-time, AI-generated insights tailored to their roles. These insights help guide decisions, recommend next steps, and automate repetitive tasks, allowing staff to focus on delivering higher-value service and improving performance across the board.
- Continuous optimisation and proactive quality control: The system constantly monitors interactions, detects emerging trends or compliance issues, and triggers immediate, automated responses within ServiceNow. This enables businesses to continuously refine processes, boost accuracy, and drive long-term performance improvements.