ServiceNow has introduced AI Experience, a new conversational interface designed to bring people, data, and workflows together in one place. The platform aims to simplify how employees interact with artificial intelligence while providing built-in governance and security.
The AI Experience sits at the heart of ServiceNow’s business transformation platform, giving organisations a single, intuitive entry point to deploy and scale AI responsibly. It extends across any workflow, including ServiceNow’s autonomous Customer Relationship Management (CRM) system, with the goal of improving sales and service while driving revenue growth and customer loyalty.
Amy Lokey, executive vice president and chief experience officer at ServiceNow, said, “AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work. By creating a unified, contextual, and intuitive AI Experience for the enterprise, we’re putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data, and AI agents.”
Simplifying complex enterprise environments
Many businesses operate with a patchwork of software and disconnected AI tools that hinder productivity. AI Experience is designed to break down these silos by merging data, AI models, and workflows on a single platform. This approach aims to speed up adoption, simplify employee learning, and reduce the complexity of using AI across different applications.
The platform features multimodal and multilingual interaction, giving employees the ability to engage AI through voice, text, images, and web-based agents. It can anticipate needs, automate routine actions, and provide context-aware responses, creating a more seamless work experience. ServiceNow’s AI agents work alongside employees to resolve issues, complete tasks, and deliver personalised outcomes while maintaining transparency and user control.
Key capabilities include AI Voice Agents for hands-free support, AI Web Agents that can navigate external systems without APIs, AI Data Explorer for analysing trends across connected data, and AI Lens, which turns on-screen content into instant actions.
Driving customer engagement through AI-powered CRM
AI Experience integrates directly with ServiceNow’s CRM to shift customer management from static record-keeping to proactive service delivery. Sales teams can use AI-powered Configure, Price, Quote (CPQ) tools to generate accurate pricing faster, while customer service teams can automate issue resolution across preferred channels. This reduces manual work, improves efficiency, and helps employees focus on higher-value tasks such as complex decision-making and relationship building.
Scott Steele, chief operating officer at Thrive, said, “With ServiceNow’s AI-powered CRM, we’ve transformed call centre experiences with smarter workflows and insights that work in tandem with employees to solve issues at maximum productivity. With the launch of AI Experience, we’re excited to explore how AI voice and web agents can further elevate the service journey.”
Built for trust, security, and scalability
To support enterprise-wide AI adoption, AI Experience integrates with ServiceNow’s AI Control Tower, a hub for managing and monitoring both native and third-party AI assets. This ensures speed and agility without compromising on governance or security.
The platform also offers flexibility by allowing businesses to choose between ServiceNow’s own large language models and third-party providers such as Azure OpenAI, Anthropic Claude, and Google Gemini. Its Workflow Data Fabric connects and governs data across systems, helping organisations scale AI responsibly and transparently.
Early adopters including Adobe, EY, Pure Storage, and Thrive have highlighted the benefits of using AI Experience to streamline work, automate processes, and improve employee and customer support.
AI Lens is already available, while other features such as AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered CPQ are expected to be released by the end of 2025.
