ServiceNow launches Autonomous Workforce, a series of AI specialists that autonomously perform tasks within a controlled framework.
ServiceNow is expanding its platform with Autonomous Workforce. These are AI specialists that, according to the company, can handle tasks from start to finish within existing processes and governance structures. Additionally, ServiceNow introduces EmployeeWorks, in which Moveworks’ AI chat and search functionality is integrated with the ServiceNow portal and workflow engine.
The announcement follows two months after the completion of the acquisition of Moveworks. With EmployeeWorks, ServiceNow aims to allow employees to turn natural language queries into concrete actions across various systems.
Defined roles
With Autonomous Workforce, ServiceNow opts for AI specialists with clear roles. Instead of standalone AI functions that support individual tasks, the platform manages digital profiles such as a Level 1 Service Desk AI Specialist, an employee service agent, or a security operations analyst.
The Level 1 Service Desk AI Specialist is also the first specialist to become available. It handles common IT queries such as password resets, access management, and network issues. The AI utilizes internal knowledge bases, previous incidents, and preset workflows. When necessary, the system brings in a human employee.
EmployeeWorks as a gateway
With ServiceNow EmployeeWorks, the company integrates Moveworks technology into its AI Platform. Employees can use the conversational AI via Microsoft Teams, Slack, or a browser, among others. Questions are not only answered but also converted into actions within linked systems.
The platform takes existing approval flows and access rights into account. This allows it to perform tasks that span multiple applications without breaking the control framework.
ServiceNow EmployeeWorks is generally available. The first AI specialist within Autonomous Workforce is expected in the second quarter of 2026. Moveworks will also remain available as a separate product within the ServiceNow portfolio.