Bill McDermott, CEO of ServiceNow, said the company was in an elite club and that "enterprise AI was a great neighborhood to be in." McDermott touted ServiceNow CRM, the company's control tower for agentic AI and fast time to value.
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.
ServiceNow launched its Zurich release of its platform with tools to build AI apps and agents more easily, attach identities to digital workers and integrate process and task mining into agentic workflows.
ServiceNow will give the US government discounts as high as 70% off list prices for upgrades to its Information Technology Service Management (ITSM) Pro and ITSM Pro Plus bundle.
ServiceNow handily topped expectations in the second quarter and said it is gaining traction in CRM as it expands its footprint.
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.
ServiceNow's CRM's pitch is relatively simple: Solve issues fast, adapt, run customer operations at half the cost and go live quickly. The approach is to service, sell and deliver on one platform that combines AI, data from multiple systems including inventory, contracts and operations and workflows.
If you needed more evidence that ServiceNow sees itself as a CRM disruptor consider this: On a strong first quarter earnings call, the acronym "CRM" was mentioned 35 times. Geopolitical and some flavor of economy was mentioned 10 times. AI agents were mentioned 11 times. How's that for priorities?
ServiceNow's first quarter should alleviate a bevy of emerging concerns in enterprise technology. The company landed multiple Pro Plus AI deals in the quarter and grew its US public sector business by more than 30% amid macroeconomic uncertainty.
ServiceNow said that the purchase of Logik.ai will expand its reach into CRM. Salesforce said Logik.ai will also accelerate its efforts in sales and order management processes.
ServiceNow launched its Yokohama release of its Now Platform including AI agent orchestration, analytics and a workflow data fabric that integrates apps, data warehouses and lakes, and a workspace and studio to design and integrate agents.
