ServiceNow launches autonomous agents, Moveworks integration

ServiceNow has launched its Autonomous Workforce offering, which uses AI agents to execute enterprise jobs.

The first AI specialist being introduced is a Level 1 Service Desk AI specialist. It can autonomously diagnose and resolve common IT support requests. Including password resets, network troubleshooting and more.

Early testing shows that the service desk specialist is handling more than 90 percent of support requests autonomously and resolving them 99 percent faster than a human.

Following its recent acquisition of Moveworks, ServiceNow has also introduced EmployeeWorks, which combines Moveworks’ conversational AI and enterprise search with the parent company’s unified portal and autonomous workflows.

ServiceNow said EmployeeWorks will turn natural language requests into governed, end-to-end execution for the more than 200 million staffers who use its products.

The platform understands organisational structure, approvals, and authorisation, executing tasks that require multi-system coordination while maintaining governance and audit trails.

“Businesses don’t need more pilots or promises, they need AI that gets work done,” said Amit Zavery, ServiceNow’s president, chief product officer and COO.

“The leaders realising value from AI are investing in platforms where intelligence, execution and trust work as one system.

"Our platform was purpose-built for this moment. Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority,and governance enterprise work demands. This is a new era of productivity and ROI, at scale.”

"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarise, it completes the work," said Bhavin Shah, SVP and GM of Moveworks and AI for ServiceNow.

“Moveworks proves that whenAI solves real problems elegantly, people use it. Combined with ServiceNow's 20+-year foundation in workflow automation, we deliver consumer simplicity withenterprise reliability, including the operational guarantees that mission-critical work demands."

EmployeeWorks is generally available, while the Level 1 Service Desk AI specialist is slated for availability in the second quarter of this year. Moveworks is available as both a standalone product, and an integration within a customer’s ServiceNow deployment.