ServiceNow Launches AI Experience: A Unified Interface for Enterprise AI
ServiceNow (NYSE: NOW), a leader in AI-driven business transformation, has unveiled AI Experience, an innovative, conversational gateway to enterprise AI. This groundbreaking platform redefines how employees interact with technology by uniting people, data, and workflows through an intuitive, multimodal interface. Backed by ServiceNow’s robust governance and security frameworks, AI Experience empowers organizations to adopt AI responsibly while driving operational efficiency and customer loyalty.
In today’s fragmented digital landscape, enterprises often rely on disconnected systems that hinder productivity. Many organizations struggle with dozens of siloed AI tools bolted onto legacy applications, leaving employees overwhelmed and unable to access critical data when it matters most. AI Experience addresses this challenge head-on by converging data, AI models, and workflows into a single, unified interface. This simplifies adoption, reduces learning gaps, and ensures seamless integration across workflows—not just within isolated apps.
Redefining the User Interface for the AI Era
AI Experience marks a pivotal shift in human-computer interaction. It positions AI as the central hub of the user experience, replacing traditional static interfaces with a dynamic, multimodal environment. The platform supports voice, text, images, web interactions, and custom-built agents, all deeply integrated into any part of the business. By anticipating user needs, taking proactive actions, and delivering results at scale, AI Experience transforms how work gets done.
“A common pain point for enterprises is clunky, fragmented user experiences that slow down progress,” said Amy Lokey, Executive Vice President and Chief Experience Officer at ServiceNow. “With AI Experience, we’re creating a contextual, intuitive front door to enterprise AI that meets users where they are. Employees can collaborate naturally with AI, completing end-to-end tasks efficiently without friction.”
At its core, AI Experience leverages intelligent, role-aware AI agents that work alongside employees to resolve issues, automate repetitive tasks, and drive outcomes. These agents operate transparently, continuously learn from interactions, and provide full visibility and control, ensuring trust and accountability throughout the process.
Key Features Powering the Future of Work
AI Experience introduces several cutting-edge capabilities designed to streamline operations and enhance productivity:
- AI Voice Agents: Hands-free support that retrieves information, updates records, and troubleshoots complex problems with human-like fluency.
- AI Web Agents: Task automation across third-party applications and websites without requiring APIs or integrations. These agents mimic human behavior, clicking buttons, filling out forms, and navigating internal and external systems effortlessly.
- AI Data Explorer: Connects insights across ServiceNow and external data sources using Workflow Data Fabric. Users can investigate trends, identify root causes, and document findings without leaving their workflow.
- AI Lens: Converts visual elements like screens, forms, and dashboards into actionable insights, eliminating manual effort and accelerating decision-making through AI-powered automation.
Transforming Customer Relationships with Autonomous CRM
One of the standout applications of AI Experience is its ability to revolutionize Customer Relationship Management (CRM). Traditional CRMs often act as passive record-keeping systems, but AI Experience elevates CRM to an AI-first system of action. Instead of forcing employees to toggle between apps or manually configure quotes, AI agents handle mundane tasks such as scanning tickets, identifying patterns, and recommending response strategies. Human agents are then free to focus on high-value activities like building relationships and solving complex issues.
For customer service teams, AI Experience enables automated issue resolution and request fulfillment via the customer’s preferred channel. In sales, the platform’s AI-powered Configure, Price, Quote (CPQ) solution accelerates quote generation, allowing reps to dedicate more time to nurturing client relationships. With prebuilt workflows and AI agents seamlessly bridging departments, businesses can solve problems faster, reduce costs, and deliver exceptional customer experiences.
Building Trust Through Governance and Security
As enterprises embrace AI at scale, transparency, governance, and data integrity become paramount. ServiceNow’s AI Platform lays the groundwork for responsible AI deployment by unifying AI, data, and workflows under one secure umbrella. To further bolster confidence, the company introduced enhanced features for AI Control Tower, a centralized hub for managing AI assets. These include cross-platform onboarding, real-time risk monitoring, and value tracking.
Additionally, ServiceNow now offers model provider flexibility, enabling customers to choose from native large language models (LLMs) or third-party options like Azure OpenAI, Anthropic Claude on AWS, and Google Gemini—all at no extra cost. Combined with Workflow Data Fabric, which connects and governs data across systems, these innovations ensure comprehensive AI readiness.
Industry Leaders Embrace AI Experience
Early adopters of AI Experience are already seeing transformative results. For example:
- Adobe is leveraging AI agents to anticipate service requests, automate resolutions, and deliver personalized support at scale.
- EY highlights how AI Experience makes AI interactions proactive and personalized, empowering employees to adapt quickly and simplify workflows.
- Pure Storage values the platform’s ability to enhance customer service processes, providing a simple yet powerful interface that fosters seamless experiences.
- Thrive is exploring how AI voice and web agents can elevate call center performance, helping customers resolve issues swiftly and confidently.
Paving the Way for an AI-First Future
AI Experience represents a bold step forward in the evolution of enterprise technology. By placing AI at the heart of daily operations, ServiceNow is equipping organizations to thrive in an increasingly competitive landscape. Whether streamlining internal workflows, enhancing customer engagement, or scaling AI responsibly, AI Experience delivers a unified, intelligent platform that meets the demands of modern businesses.
As ServiceNow continues to push the boundaries of what’s possible with AI, AI Experience stands as a testament to the company’s commitment to innovation, security, and user-centric design. For enterprises ready to unlock the full potential of AI, the future starts here—with AI Experience.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
