ServiceNow and Google Cloud introduce new enterprise AI solutions and agents

ServiceNow and Google Cloud are deepening their partnership with new enterprise AI solutions and agents spanning 5G networking, retail and IT systems.

The idea is AI agents can collaborate across platforms to autonomously detect, diagnose and resolve problems before they affect customers.

Underpinning every solution is unified governance and data connectivity supported by Google Cloud’s Gemini Enterprise platform and the ServiceNow AI Platform, leveraging technology including ServiceNow AI Control Tower, Workflow Data Fabric, and Google Cloud BigQuery, helping ensure agents operate within policy regardless of where they run.

A shared interoperability framework built on Agent-to-Agent (A2A), Agent-to-UI (A2UI), and Model Context Protocol (MCP) enables AI agents to exchange intelligence and actions in real time across enterprise environments.

ServiceNow is introducing a 5G Autonomous Network Operations solution that augments human oversight to identify and resolve problems before customers notice anything is wrong.

Once given defined parameters, ServiceNow AI Agents powered by Gemini Enterprise for Customer Experience (CX) handle anomaly detection and connect to the ServiceNow AI Platform for remediation. 

When a 5G performance issue surfaces, ServiceNow AI Agents on Gemini Enterprise for CX analyze network telemetry and confirm the root cause in real time. Via MCP, they pass context directly to applicable ServiceNow AI Agents, map the impact across services and SLAs, select the right fix, deploy the network function via A2A, and validate the resolution.

ServiceNow is also aiming to reduce unplanned downtime in retail before it ever reaches the store. By combining Google Cloud's predictive intelligence with ServiceNow's workflow orchestration, early telemetry signals are turned into autonomous end-to-end action.

Google Cloud’s BigQuery ML with Gemini models detect anomalies and surface failure recommendations that instantly initiate ServiceNow's autonomous workflows: triaging the issue, checking parts availability, reserving inventory, and dispatching a qualified technician with a guided repair playbook in hand.

Telemetry stays in BigQuery and is accessed via ServiceNow's Zero Copy Connection enabled by Workflow Data Fabric, resulting in no data movement, no duplication, and no delay between insight and action. Every resolved case feeds back into the predictive model, building a system that gets smarter with each repair.

ServiceNow's Autonomous Workforce of AI Specialists powered by Gemini Enterprise for CX will work in lockstep, aiming to give enterprises a unified agentic system built to help stop preventable outages before they become business problems.

When a ServiceNow AI specialist on Gemini Enterprise for CX detects an anomaly, it passes enriched signals to the ServiceNow AI Platform via A2A and MCP. From there, ServiceNow's AI specialists reduce noise and assess impact, grounding the signal in configuration management database (CMDB) context. They collaborate directly with AI agents to pinpoint root causes and coordinate remediation across Google Cloud.

Through an integration with AI Control Tower and Gemini Enterprise Agent Platform, every AI agent and MCP Server across both platforms appears in a unified, governed registry, giving IT and security teams a live, continuously updated view of the agents running across their environment, what they’re accessing, and how they’re behaving.

This provides one control plane for AI, wherever it runs, built on the combined strength of both platforms. 

"ServiceNow and Google Cloud share a conviction that the future of enterprise AI is built on open, interoperable platforms, not walled gardens. The solutions we're delivering together prove this premise,” said John Aisien, GM and SVP for central product management at ServiceNow.

“When our technologies work in lockstep, enterprises get what modern operations demand: an automated chain from first signal to final resolution."

“Real customer value from agentic AI will be unlocked when agents seamlessly interoperate across platforms and systems, with enterprise-grade governance,” said Kevin Ichhpurani, president of global partner ecosystem at Google Cloud.

“By uniting Gemini Enterprise with the ServiceNow AI Platform via open protocols like MCP, we’re delivering an interoperable AI workforce that can detect, diagnose, and resolve issues autonomously."

Alongside the new innovations, Google Cloud has named ServiceNow a 2026 Google Cloud Partner of the Year across the categories of Global Business Applications, Business Applications: Agentic AI Innovation, Business Applications: Financial Services & Insurance, and Google Workspace: Platform.