ServiceNow launched AI Experience (AIx), a multimodal interface that will serve as a user interface for the company's platform. Enterprise users will be able to access ServiceNow apps, data and workflows with AI agents.
The company said AIx will be integrated throughout ServiceNow's platform. AIx will also be tailored to each user's permissions for employees, knowledge workers and developers.
ServiceNow's move comes as debate about the future of SaaS ramps. Workday recently acquired Sana to add a unified AI interface over its applications in the future. Meanwhile, enterprises are pondering using AI agents to traverse multiple applications. SaaS vendors could be disrupted if they don't become platforms or are relegated to data stores.
The other thread here is that ServiceNow is also looking to consolidate various AI agent efforts on multiple platforms. With ServiceNow's AIx, customers will be able to use voice agents to solve issues in sales, HR and IT. AIx is built on top of ServiceNow Now Assist. AIx can leverage AI agents to handle tasks in the background to resolve issues.
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Amit Zavery, ServiceNow's Chief Product and Chief Operating Officer, said:
"We are at a critical crossroads in technology. Each major shift from command lines to GUI, desktops to mobile, the mouse to touch, gesture and voice, has fundamentally rewritten the rules of work. AI is definitely transforming not just what we do today, but how we do everything. And each previous shift enterprise technology also created legacy, siloed problems. That is why ServiceNow is introducing this new interface for the enterprise, which is intuitive, multimodal and action oriented."
ServiceNow executives said AIx is a shift in how people interact with technology and SaaS apps. The upshot here is that ServiceNow is looking to consolidate enterprises on its platform and breakdown data and dashboard silos.
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Zavery added that ServiceNow AIx isn't just "another AI layer bolted onto the legacy tools" and "an experience which is really built for the enterprise."
A series of demos from ServiceNow highlighted the following:
- A conversational voice interface that was able to pull data and workflows from multiple apps and data stores and carry out work.
- The AI prompts guided workflows.
- AI agents knew a user's role, history and preferences.
- Adobe was used as a customer highlighting how AI agents could carry out tasks.
Key points about AIx include:
- Customers can deploy AIx via AI Control Tower across native AI and third-party tools.
- AIx includes AI Voice Agents, which can retrieve information, update records and troubleshoot issues, AI web agents that can work across browsers and fill out forms, AI Data Explorer, which connects data sources via Workflow Data Fabric, and AI Lens, which can see screens, forms and dashboards and take action.
- ServiceNow CRM will be among the headliner apps for AIx. Employees will be able to use AI agents to scan tickets, flag patterns and craft response plans.
- ServiceNow executives noted that a big theme was optionality for how AI agents work across an enterprise with multiple models. AIx's backend also discovers agents that are available via multiple agent protocols. "We pioneered workflows, we automated them, and now we're making them autonomous," said Dorit Zilbershot, Group Vice President, Product Management, AI Experiences and Innovation. "Every interaction happens with clear guardrails. People stay in control, and we give them the optionality at every level, with full visibility into how AI works and what it's doing."
- AI Lens is generally available. AI Voice Agents, AI Web Agents and AI Data Explorer will be available at the end of 2025.
Can ServiceNow AIx expand its markets?
Amy Lokey, Chief Experience Officer, said AIx is a differentiator and AI agents bring automation to indeterministic workflows. "We think that the agentic solutions are going to be really force multipliers for productivity," said Lokey.
Zavery added that ServiceNow's AI agents are built on decades of workflow data in the company's platform.
AIx is also a big theme in ServiceNow CRM.
Terence Chesire, Vice President Product Management for CRM & Industry Workflows, said AIx will have a big impact on workflows in CRM.
"We're replacing traditional CRM with an AI native system of action, one that breaks down silos, automates workflows and uses AI to free your teams, to thrill your customers and accelerate their growth. This is purpose built for sales fulfillment service and customer success," said Cheshire.
One BT150 member said when starting a transformation from scratch, ServiceNow's platform works well. If you had a green field, ServiceNow CRM, ITSM and every other enterprise application works. The issue is most enterprises have multiple enterprise applications and platforms. What remains to be seen is whether AI experiences can collapse SaaS apps.
