ServiceNow and UKG, a human resources and workforce management software provider, said they will integrate AI agents across their respective platforms using Google Cloud's Agent2Agent protocol.
The announcement, made at ServiceNow's Knowledge 2025 conference, is notable on a few fronts.
- UKG has its own AI tools and UKG People Fabric will integrate with ServiceNow's AI Agent Fabric.
- The two companies will streamline tasks and workflows across payroll, workforce management and HR.
- ServiceNow CEO Bill McDermott and UKG CEO Jennifer Morgan both were executives at SAP at the same time.
- For UKG, the ServiceNow partnership can give the company more exposure and reach. ServiceNow expands its HR footprint.
The integration between ServiceNow and UKG is enabled by multistep A2A that can be started and finished within either application. Each platform will also have its new agents. The news lands as ServiceNow announced its expansion into CRM.
During a keynote with Amit Zavery, ServiceNow's Chief Product and Chief Operating Officer, Morgan said UKG is already a ServiceNow customer. The goal is to connect front line workers to "the technology and insights they need."
Morgan said:
"Frontline workers feel that they're very disconnected from the enterprise, and so our opportunity is to create that single point of interaction that really connects our joint customers who are out in the field with our customers back into the enterprise. It could be as simple about a question about pay, hours and schedules. Rather than logging a ticket or figuring out how I need help, it's immediate."
Holger Mueller, analyst at Constellation Research, said:
"Enterprises want and need to use agents to achieve what matters, Enterprise Acceleration. Recreating the data islands of the past as AI agent islands is not going to achieve the transformation and deliver the return of AI that people and enterprises need. It is good to see ServiceNow and UKG partnering to provide out-of-the-box and vendor maintained agent-to-agent integration. What it will mean for the respective vendor’s agent population remains to be seen. We just heard the starter pistol for the race of the ultimate agent control plane."
As for the use cases, ServiceNow and UKG AI agents are working together as part of the AI Agent Framework.
Use cases include:
- Employee experiences including onboarding, leaves of absence, internal job changes and time off requests.
- Payroll that leverages AI agents to connect systems, end manual processes and keep pace with tax laws, regulations and wage mandates across jurisdictions.
- Industry specific agents able to forecast and optimize scheduling, absences, time management and frontline workers.
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