ServiceNow launches AI Experience. AI Experience is intended to be the central gateway to AI within organizations. The interface combines data, workflows, and AI on a single platform, with a focus on security and governance.
ServiceNow introduces AI Experience. AI Experience is a unified user interface for AI applications within companies. The new solution is designed to integrate AI functionalities directly into existing workflows, including those of the company’s CRM offering. AI Experience works contextually and multimodally, with support for text, speech, images, and web interactions.
The interface is built on the existing Now Assist technology, which ServiceNow has been expanding for several years. AI Experience includes several new features. ServiceNow highlights four capabilities:
- AI Voice Agents provide voice-driven support,
- AI Web Agents can perform tasks in external applications without integration via APIs,
- AI Data Explorer helps users gather insights and analyze trends within and outside of ServiceNow,
- AI Lens automatically converts screen content into actions within workflows.
The user interface acts as a gateway to AI within an organization, where employees can delegate tasks to AI agents through natural interaction. These agents work on the basis of roles, are constantly learning according to ServiceNow, and offer transparency about their operation.
AI in Existing Workflows
ServiceNow is rolling out the AI Experience within various domains in the ServiceNow platform, including CRM. The system is shifting from a classic CRM that registers customer interactions to an operational AI environment that should actively contribute to solving customer questions and supporting sales processes. This concept is not new: Salesforce already integrates AI into its CRM solution with Einstein, even before the generative AI hype broke loose.
A new Configure, Price, Quote (CPQ) solution, powered by AI, supports sales teams in creating quotes faster. At the same time, customers can automate their service questions via the channel of their choice. ServiceNow states that this leads to faster problem solving and lower costs, while employees can focus on tasks with added value.
AI Control Tower
In the margin of the launch of the AI Experience, ServiceNow is also tweaking the capabilities of the AI Control Tower. This hub allows AI models – from ServiceNow or external providers such as Azure OpenAI, Google Gemini or Claude from Anthropic – to be deployed safely. Customers can choose the most suitable AI model per workflow.
AI Lens is available now. AI Voice Agents, AI Web Agents, and AI Data Explorer are expected by the end of 2025.