ServiceNow introduces UI for enterprise AI

ServiceNow has rolled out AI Experience, a user interface focused on enterprise AI.

With AI Experience, data, AI models, AI modalities and workflows converge on a single interface, which possesses a multimodal, multilingual UI that allows access to voice, text, image and web.

At the core of AI Experience are role-aware AI agents, including AI Voice Agents, able to retrieve information, update records, and troubleshoot complex issues, and AI Web Agents, which can learn from humans to complete tasks across third-party apps and the web by clicking buttons, filling out online forms, and navigating internal sources and external systems, without APIs or integrations.

AI Experience also introduces AI Data Explorer, which connects insights across ServiceNow and external data sources via Workflow Data Fabric, helping users investigate trends, pinpoint root causes and document findings without leaving their workflow, as well as AI Lens, a capability to extract, understand, and use data from any image or screen to accelerate workflows.

Through the single-architecture, single data model of the ServiceNow AI Platform, AI Experience can be instantly applied across enterprise workflows, including CRM.

Building on the governance and security capabilities within the ServiceNow AI Platform, ServiceNow also introduced new capabilities for AI Control Tower that span cross-platform onboarding, proactive risk and compliance monitoring, and real-time value tracking.

ServiceNow also announced Now Assist model provider flexibility, which enables customers to integrate and choose from ServiceNow’s platform-native LLMs and third-party providers such as Azure OpenAI, part of Microsoft Azure AI Foundry, Anthropic Claude on AWS, or Google Gemini models.

This allows organisations to align the most suitable AI model with the distinct demands of each workflow on the ServiceNow AI Platform, at no additional cost.

“AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work,” said Amy Lokey, executive vice president 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 in AI Experience, without friction.”

AI Lens is now generally available. AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered CPQ are expected to be available by the end of calendar year 2025.