ServiceNow has introduced AI Experience, a new platform-native, multimodal and multilingual interface in which voice, tech, image, web and build agents will deliver context-aware, personalized and proactive interactions. With built-in governance and security, AI Experience is designed to extend across workflows, elevate the traditional UI and become an intelligent entry point for employees to access information, delegate tasks and collaborate with AI agents, the company said.
“Enterprises today suffer from decades of SaaS applications that define work in siloes and by departments. Many have dozens of separate AI solutions simply bolted onto existing systems, leaving employees juggling disconnected tools that don’t have access to the data they need to move work forward,” officials said. “With AI Experience, data, AI models, AI modalities, and workflows converge on a single, intuitive interface—empowering organizations to accelerate adoption, simplify access and reduce employee AI learning gaps because ServiceNow works across workflows, not just a single app.”
The core of AI Experience is comprised of role‑aware AI agents that are designed to work side‑by‑side with employees to resolve issues, complete tasks and drive outcomes. AI agents are intended to operate transparently, continuously learn and provide users with full visibility and control, the company said.
New capabilities include AI Voice Agents, which retrieve information, update records and troubleshoot complex issues, while AI Web Agents are built to learn from humans to complete tasks across third-party apps and the web. This includes clicking buttons, filling out online forms, navigating internal sources and external systems, without APIs or integrations, officials said.
In addition, AI Data Explorer connects insights across ServiceNow and external data sources via Workflow Data Fabric to help users investigate trends, pinpoint root causes and document findings without leaving their workflow. Also, AI Lens is intended to turn what users see, such as screens, forms and dashboards, into action, eliminating manual effort and accelerating decisions via AI-powered automation, the company said.
Finally, in sales, a new AI‑powered Configure, Price, Quote (CPQ) solution is designed to accelerate quote generation that matches customers’ needs, while freeing up sales reps to focus on customer relationships.
AI Lens is now generally available, while AI Voice Agents, AI Web Agents, AI Data Explorer and AI‑powered CPQ are expected to be available by year-end.
“AI Experience is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work,” said Amy Lokey, EVP and chief experience officer at ServiceNow. “By creating a unified, contextual and intuitive AI Experience for the enterprise, we’re putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data and AI agents. ServiceNow has the platform to unify people and AI, so they can collaborate naturally, getting end‑to‑end tasks completed without friction.”
