Monday, April 13, 2026
ServiceNow, widely recognized as the AI control tower for business reinvention, has launched its Autonomous Workforce — a new generation of AI specialists designed to think, act and execute enterprise work with full governance. At the same time, just two months after completing the Moveworks acquisition, ServiceNow introduced ServiceNow EmployeeWorks, further strengthening the ServiceNow AI Platform.
With this move, ServiceNow is redefining how enterprises deploy artificial intelligence. Rather than offering fragmented AI features layered onto disconnected SaaS applications, the company is delivering a unified AI-native platform that integrates conversational AI, workflows, enterprise data, security and governance into one seamless ecosystem. As a result, organizations no longer need to manage integration complexity on their own.
“Businesses don't need more pilots or promises. They need AI that gets work done,” said Amit Zavery, president, chief product officer, and chief operating officer, ServiceNow. “The leaders realizing value from AI are investing in platforms where intelligence, execution, and trust work as one system. Our platform was purpose-built for this moment. Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority, and governance enterprise work demands. This is a new era of productivity and ROI, at scale.”
Unlike traditional AI agents that complete isolated tasks, ServiceNow’s Autonomous Workforce orchestrates teams of AI specialists with defined enterprise roles. These include positions such as a Level 1 Service Desk AI Specialist, Employee Service Agent and Security Operations Analyst. Together, they execute complete workflows from start to finish.
Importantly, these AI teammates operate alongside human employees. They follow established enterprise policies, learn from feedback and continuously improve performance over time. Moreover, they escalate issues to human experts when necessary, ensuring reliability and governance.
ServiceNow has already introduced its first out-of-the-box AI specialist: the Level 1 Service Desk AI Specialist. This AI resolves common IT support issues autonomously, including password resets, software access provisioning and network troubleshooting. It leverages enterprise knowledge bases, historical incident data and proactive remediation workflows to operate 24/7. Early results show that this AI specialist resolves cases 99% faster than human agents. In fact, ServiceNow reports that its Autonomous Workforce now handles over 90% of employee IT requests internally.
While standalone AI models often produce probabilistic outcomes, enterprises require deterministic results — meaning traceability, auditability and security. Therefore, ServiceNow combines probabilistic intelligence with deterministic workflow orchestration. Through the ServiceNow AI Control Tower, every action remains governed, secure and fully traceable, reducing risks such as hallucinations or policy violations.
In addition, ServiceNow has embedded Moveworks’ conversational AI and enterprise search into its AI Platform to create ServiceNow EmployeeWorks. This solution acts as a conversational front door to the enterprise, available directly within Microsoft Teams, Slack and web browsers.
ServiceNow EmployeeWorks converts natural language requests into governed, end-to-end workflows. It understands approvals, authorizations and organizational structures, ensuring secure multi-system coordination.
"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarize, it completes the work," said Bhavin Shah, senior vice president and general manager of Moveworks and AI for ServiceNow. “Moveworks proves that when AI solves real problems elegantly, people use it. Combined with ServiceNow's 20+-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability, including the operational guarantees that mission-critical work demands."
Major organizations are already recognizing the impact.
“We need AI that can handle the complexity of health care while maintaining compliance and security for our 300,000 colleagues,” said Alan Rosa, chief information security officer and senior vice president of infrastructure and operations, CVS Health. “CVS Health builds strong relationships with partners whose platforms allow us to support our colleagues across IT, HR, and procurement. The goal is to automate repetitive tasks so our teams can focus on what matters most — delivering outstanding care and experiences to the 185 million people we serve.”
"Raleigh is a smart city built on innovation. We're laser focused on using AI to handle routine tasks so employees can focus on higher-level thinking and delivering the best possible services across the city,” said Mark Wittenburg, chief information officer, City of Raleigh. “ServiceNow Now Assist is already resolving 98% of initial touchpoints by intelligently routing requests to the right destination, and we're excited about the potential for Autonomous Workforce to further transform how we deliver IT support, setting a new standard for a responsible, AI-powered government."
"At Siemens Healthineers, our 74,000 employees are pushing the boundaries of healthcare to deliver faster, better outcomes — and they need technology that keeps pace," said Nicole Hulst, head of digital workflows tooling, Siemens Healthineers. "Our AI Assistant 'Ada', built on Moveworks, saves them 5,000 hours monthly with 91% satisfaction, elevating the employee experience. ServiceNow EmployeeWorks takes this further with autonomous workflows that complete tasks fully, giving our teams time back to innovate."
"Our top priority is a frictionless digital experience so our employees can focus on what matters most: taking care of our customers," said Lakshman Ramamurthy, Sr. Director, Platform Engineering & Enterprise Operations, UKG. "That meant simplifying duplicative systems and transforming IT operations with the ServiceNow AI Platform — moving from patchworked data and reactive processes to a data-driven, proactive, and predictive model. Moveworks extends that reach to 15,000 employees with dozens of agentic use cases already live. Now we're building toward a future where AI specialists orchestrate work across our entire enterprise.”
By combining AI specialists, unified workflows and conversational interfaces, ServiceNow is ushering in a new era of enterprise productivity — where AI doesn’t just assist but autonomously executes at scale.
To join our expert panel discussions, reach out to info@intentamplify.com
Recommended News
Infobip unveils AgentOS to orchestrate autonomous AI-driven customer journeys at scale, enabling omnichannel engagement and intelligent automation.
Talkdesk and Ellit Groups partner to deliver AI-powered CCaaS solutions, transforming healthcare IT, patient, and physician service desk operations.
