ServiceNow integrates Moveworks, launches Autonomous Workforce, EmployeeWorks

ServiceNow launched Autonomous Workforce, an AI specialist on the Now Platform designed for specialized roles in service desk, employee service and security operations. The company also launched EmployeeWorks, which combines Moveworks conversational AI and enterprise search with ServiceNow's workflows and governance.

The upshot is that ServiceNow has integrated Moveworks in two months since closing the acquisition Dec. 15. The Moveworks acquisition was announced in March 2025. Moveworks is still offered as a standalone product or can be integrated with ServiceNow deployments.

For ServiceNow, the Moveworks integration is critical to its agentic AI efforts and plans to expand ambitions into more enterprise categories including CRM and ERP. ServiceNow, which has faced questions about its growth amid acquisitions, announced a bevy of key deals in 2025 and early 2026. The common themes are category expansion and agentic AI.

• ServiceNow acquires Moveworks for $2.85 billion as it eyes CRM for agentic AI expansion
• Martin Schneider: ServiceNow’s Moveworks pickup and Agentic AI Push Solidify CRM Aspirations
• ServiceNow makes its CRM ambitions crystal clear
• ServiceNow acquires Logik.ai, as it steps up CRM efforts
• ServiceNow makes its cybersecurity move, acquires Armis for $7.75 billion
• ServiceNow acquires Veza, will integrate into AI Control Tower
• ServiceNow acquires Pyramid Analytics
• ServiceNow delivers strong Q4, expands Anthropic partnership

Amit Zavery, ServiceNow's president, chief product officer, and chief operating officer, said "Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority and governance" to drive returns by focusing on roles over individual tasks. ServiceNow's Autonomous Workforce is powered by AI specialist, which is focused on executing entire jobs end-to-end. AI agents are focused on a task in a larger process.

Key points about Autonomous Workforce include:

• ServiceNow launched Level 1 Service Desk AI Specialist, which autonomously diagnoses and resolves common IT support request processes. The AI specialists leverage corporate knowledge bases, incident data and remediation workflows.
• ServiceNow said Autonomous Workforce is handling more than 90% of IT support requests.
• L1 Service Desk AI Specialist is 99% faster than a human agent.
• Autonomous Workforce agents are designed to be deterministic, orchestrate workflows, interpret a request and decide on actions helped by business context and governance via the ServiceNow AI Control Tower.
• Level 1 Service Desk AI Specialist will be available in the second quarter.

ServiceNow also announced Employee Works, which is the integration of Moveworks into the ServiceNow AI platform.

EmployeeWorks is designed to be a conversational front door to enterprises and available via multiple collaboration tools.

According to ServiceNow, EmployeeWorks will connect Moveworks' AI chat with ServiceNow's portal and workflows.

The company said EmployeeWorks moves beyond summarizing workflows but can complete work with governance and audit trails.

Early customers of Autonomous Workforce and EmployeeWorks include CVS Health, City of Raleigh and Siemens Healthineers.

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On a press and analyst briefing, ServiceNow executives John Aisien, SVP of Product Management, Nenshad Bardoliwalla, GVP of AI Platform, and Bhavin Shah, GM of Moveworks and AI, made the following points.

• ServiceNow is positioning itself as the platform where AI goes beyond insights and finishes work end‑to‑end, at enterprise scale and under governance.
• AI specialists are designed to operate like digital employees. “The autonomous workforce is our response to bring AI specialists to work alongside humans and handle autonomous execution so humans can focus on what they do exclusively well,” said Aisien.
• ServiceNow showed a demo of an autonomous worker sharing queues, roles and metrics. “It analyzes the request, diagnoses the problem and doesn't hand it off to a sentient human. It executes the necessary fix end to end, documents its steps, notifies the employees and it updates the knowledge base,” said Bardoliwalla.
• AI Control Tower is seen as the orchestration and governance layer for the Autonomous Workforce. “AI Control Tower ensures that work moves end to end across the enterprise with the right balance of autonomy and human judgment, and it does it securely, responsibly and in line with the real-world business needs,” said Aisien.
• Differentiation. Given the concerns about LLM giants taking over enterprise software, ServiceNow executives also emphasized differentiation. ServiceNow executives were asked if the Level 1 Service Desk AI Specialist was just a bot. Bardoliwalla said AI specialists don’t follow scripts like bots and go beyond LLMs because of business context and governance over workflows. “We are introducing a new level of abstraction and role automation where there is a digital, virtualized employee representative working in your system that has to follow all the policies, all the regulations and all the auditability,” said Bardoliwalla.
• Moveworks and ServiceNow. Shah noted that CVS Health was both a Moveworks and ServiceNow customer. The goal of ServiceNow’s Autonomous Workforce is to drive returns. “What our customers talk to us a lot about is what they call strong ROI when you actually transform the business process itself,” said Shah. Moveworks is a spoke with ServiceNow as a hub. Both product lines will continue to develop.