In a major announcement from Dubai, United Arab Emirates, ServiceNow has launched AI Experience, a new unified and conversational interface designed to be the central front door for enterprise AI. The new platform aims to solve the widespread issue of fragmented business applications by uniting people, data, and workflows into a seamless, multimodal environment with built-in governance and security.
A Unified Front Door For AI
AI Experience addresses a common pain point for modern enterprises: the proliferation of siloed SaaS applications and disconnected AI tools that hinder productivity. ServiceNow’s solution is a context-aware, intelligent interface that places AI at the forefront of the user experience. It allows employees to interact with enterprise systems using voice, text, and images, simplifying access to information and the delegation of tasks to AI agents across any workflow.
Introducing Intelligent AI Agents
At the heart of AI Experience are several new AI agent capabilities designed to work alongside employees. These include:
- AI Voice Agents: Offer hands-free support for retrieving information and troubleshooting complex issues with human-like conversational ability.
- AI Web Agents: Can learn from human actions to complete tasks on third-party websites and applications, such as filling out forms, without needing direct integrations or APIs.
- AI Data Explorer: Connects insights from both ServiceNow and external data sources, allowing users to investigate trends and identify root causes directly within their workflow.
- AI Lens: Uses a device’s camera to turn what users see—such as screens or forms—into immediate, actionable tasks for the AI.
Transforming Enterprise CRM
The new platform extends across all of ServiceNow’s offerings, with a significant impact on its Customer Relationship Management (CRM) solution. AI Experience transforms CRM from a passive system of record into an AI-first system of action. AI agents can automate repetitive work like scanning support tickets and recommending response plans, freeing human agents to focus on high-value customer interactions. The platform also introduces an AI-powered Configure, Price, Quote (CPQ) solution to accelerate the sales process.
Governance and Flexibility
To ensure enterprises can deploy AI responsibly and at scale, the platform is governed by the AI Control Tower, a central hub for monitoring and managing all AI assets. ServiceNow also announced Now Assist model provider flexibility, enabling customers to integrate and choose from ServiceNow’s native LLMs or third-party models from providers like Azure OpenAI, Anthropic, and Google Gemini at no extra cost.
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.
Source: MEA TechWatch
