ServiceNow, a leading AI platform for business transformation, introduced AI Experience, a unified, conversational gateway to enterprise AI. By offering a context-aware interface, the new solution seamlessly connects people and AI within a multimodal environment that ensures built-in governance, security, and transparency. Building on the foundation of Now Assist, AI Experience spans all workflows, including ServiceNow’s autonomous CRM, to revolutionize sales and service operations, aiming to boost revenue and strengthen customer loyalty. In an era of agentic AI, it redefines traditional user interfaces by providing employees with an intelligent entry point to access information, delegate tasks, and collaborate effectively with AI.

Breaking Down Silos Across Enterprises

Many enterprises today struggle with decades-old SaaS applications that operate in silos. Organizations often rely on multiple AI solutions bolted onto existing systems, forcing employees to navigate disconnected tools that lack essential data. In contrast, AI Experience integrates data, AI models, modalities, and workflows on a single, intuitive interface. Consequently, businesses can accelerate adoption, simplify access, and reduce employee learning gaps, since ServiceNow’s AI spans workflows rather than isolated applications.

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“AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work,” said Amy Lokey, executive vice president and chief experience officer at ServiceNow. “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. 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, Multimodal Interaction

At its core, AI Experience offers intelligent, role-aware AI agents that work alongside employees to resolve issues, complete tasks, and deliver outcomes. These agents operate transparently, continuously learn, and provide full visibility and control. Key features include:

  • AI Voice Agents: Deliver hands-free support to retrieve information, update records, and troubleshoot complex issues.
  • AI Web Agents: Automate tasks across third-party apps and the web without APIs or integrations.
  • AI Data Explorer: Connect insights from internal and external data sources for trend analysis and root-cause identification.
  • AI Lens: Converts screens, dashboards, and forms into actionable insights for faster decision-making.

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Revolutionizing CRM and Customer Experience

With its single-architecture AI platform, ServiceNow applies AI Experience across enterprise workflows, including CRM. AI agents transform CRM into an AI-first system, handling repetitive tasks such as scanning tickets, flagging patterns, and suggesting response plans, which allows human employees to focus on complex decisions. Sales teams benefit from AI-powered CPQ tools that streamline quote generation, while service teams can resolve issues automatically across multiple channels. This approach enhances productivity, reduces costs, and improves customer experiences.

Driving Responsible, Scalable AI

ServiceNow emphasizes transparency, governance, and security through its AI Control Tower, enabling enterprises to manage AI assets confidently. Customers can integrate ServiceNow’s platform-native LLMs or third-party models from Azure OpenAI, Anthropic Claude, or Google Gemini to match workflow-specific needs.

Customer Perspectives

“ServiceNow is helping transform how our technology teams serve Adobe employees by connecting AI, data, and workflows across the enterprise,” said Toni Vanwinkle, VP of Digital Employee Experience at Adobe. Brian Eble from EY added, “With AI Experience now available, we are excited to give our people a seamless new way to interact with AI that makes it personalized and proactive.” Paolo Juvara of Pure Storage and Scott Steele of Thrive also highlighted how AI Experience enhances customer service, streamlines workflows, and boosts operational efficiency.

By uniting AI, data, and workflows in a single platform, ServiceNow’s AI Experience sets a new standard for enterprise AI, empowering organizations to work smarter, faster, and more collaboratively.

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