Key takeaways
- Launch Autonomous Workforce to manage over 90% of employee IT requests using AI specialists.
- Integrate Moveworks' conversational AI into ServiceNow's platform for enhanced employee support.
- Deploy AI specialists with defined roles to execute enterprise tasks from start to finish.
- Focus on delivering practical AI solutions rather than unfulfilled promises, according to ServiceNow executives.
ServiceNow has launched Autonomous Workforce, a system of AI specialists that can execute enterprise jobs with defined scope, authority, and governance.
The company also introduced ServiceNow EmployeeWorks, integrating Moveworks’ conversational AI and enterprise search into the ServiceNow AI Platform.
ServiceNow EmployeeWorks is generally available. Moveworks will continue to be offered as a standalone product, in addition to being part of the ServiceNow platform.
The announcement comes two months after the close of ServiceNow’s acquisition of Moveworks. EmployeeWorks combines Moveworks’ AI chat and enterprise search with ServiceNow’s unified portal and workflow automation to convert natural language requests into end-to-end execution. The company said the system is designed to serve nearly 200 million employees.
“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. “Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority, and governance of enterprise work demands.”
ServiceNow said its Autonomous Workforce deploys AI specialists with defined roles, including a Level 1 Service Desk AI Specialist, Employee Service Agent, and Security Operations Analyst.
Unlike AI agents that complete individual tasks, the company said its system orchestrates teams of AI specialists to execute work from start to finish within established processes.
Level 1 Service Desk AI Specialist autonomously diagnoses and resolves IT support requests such as password resets, software access provisioning, and network troubleshooting. The company said the specialist operates continuously and escalates issues when required.
It is in controlled availability and is expected to be generally available in the second quarter of 2026.
At ServiceNow, the Autonomous Workforce is handling more than 90% of employee IT requests, according to the company. It said the Level 1 Service Desk AI Specialist is resolving assigned IT cases autonomously and is 99% faster than cases handled by human agents.
ServiceNow said its AI system combines probabilistic AI models with workflow orchestration to ensure governance, security, and auditability. The company said AI specialists execute actions through workflows governed by policies embedded in the platform’s AI Control Tower.
EmployeeWorks functions as a conversational interface available through Microsoft Teams, Slack, and web browsers. The platform executes tasks that require coordination across systems while maintaining authorisation and audit trails, the company said.
“ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarise, it completes the work,” said Bhavin Shah, SVP and General Manager of Moveworks and AI for ServiceNow. “Combined with ServiceNow’s 20+-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability.”
