ServiceNow and Google Cloud today announced an expanded partnership that advances agentic AI for mutual customers across industries. The collaboration connects the industry-specific operational context of ServiceNow’s Action Fabric to Gemini Enterprise. As a result, businesses can use agentic AI inside the assistant they already rely on every day.
Moreover, this marks the first time ServiceNow’s industry workflows connect to Gemini Enterprise. The first integrations cover retail, telecommunications, sales, and IT. Additionally, they will be available in Google Cloud Marketplace.
Both the live and planned integrations let Gemini Enterprise reason and take complex, multi-step actions. These actions rely on ServiceNow’s widely adopted industry workflows. Gemini Enterprise serves as a single, unified interface. Consequently, mutual customers can scale AI agents to support employees at headquarters, technicians in the field, and brick-and-mortar retail teams. Meanwhile, the integrations keep the enterprise-level security, low latency, and governance that customers expect from ServiceNow and Google Cloud.
“Conversational AI is only as useful as the action it drives, and ServiceNow’s partnership with Google Cloud is turning that conversation into work that gets done,” said John Aisien, senior vice president, Central Product Management, at ServiceNow. “Combining the workflow orchestration and governance power of the ServiceNow AI Platform with Gemini Enterprise allows teams to execute and resolve mission critical tasks without leaving their chosen AI assistant.”
“Our goal with Gemini Enterprise is to empower organizations to turn AI potential into tangible business value,” said Satish Thomas, vice president at Google Cloud. “This collaboration brings the agentic power of the Google Cloud platform straight into their mission-critical ServiceNow systems, allowing teams to instantly trigger actions, resolve complex issues, and serve their customers faster.”
Gemini Enterprise Integrations Span Retail, Telecom, CRM, and IT
Bringing ServiceNow and Google Cloud platforms together will help customers in multiple industries generate business outcomes quickly. Gemini Enterprise will act as the primary interface. Initial integrations support common use cases, and more are expected to launch soon.
First, ServiceNow Retail Operations now works with Gemini Enterprise. Brick-and-mortar retail teams can quickly report and diagnose equipment problems and systems failures. Therefore, they spend less time on technical issues and more time with customers. Furthermore, an added integration with ServiceNow Field Service Management lets Gemini Enterprise automatically alert and dispatch technicians for on-site repairs. Mutual customers can access both integrations now.
Next, ServiceNow Telecommunications Service Management (TSM) and Context Engine for Telecommunications join Gemini Enterprise. Telecom customer service teams can then streamline high volumes of account, technical, and billing inquiries. With Gemini’s reasoning, the system automates case triage and investigation. It also classifies requests accurately, collects missing details, and routes customer issues to the appropriate team for faster resolution. This integration is expected to be generally available to mutual customers in early 2027.
In sales, ServiceNow Customer Relationship Management (CRM) integrates with Gemini Enterprise. Customers can manage deals, update opportunity notes, and create complex configurations and quotes through natural language. Sellers can ask for account context and summaries of recent deal activity. Then they can create follow-ups in the same conversational interface. Likewise, product managers and admins can create offers, bundles, and rules the same way. As a result, sellers build quotes faster, walk into customer meetings better prepared, and spend more time with customers. These integrations are generally available to mutual customers now.
Finally, ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), and Configuration Management Database (CMDB) now connect with Gemini Enterprise. Technical teams and employees can streamline IT lifecycle operations directly within chat. Using Gemini’s reasoning, helpdesk agents triage incidents and assess change risks. Site reliability engineers investigate alert storms and trace configuration dependencies. Employees, in turn, resolve common requests through guided self-service. These integrations are generally available to mutual customers now.
ServiceNow Action Fabric integrates these workflows headlessly with Gemini Enterprise. It uses Model Context Protocol (MCP) servers and Agent2Agent (A2A) connectivity. In addition, ServiceNow will publish these connectors as plugins in the Google Cloud Marketplace. Joint demos and reference architectures will accompany them.
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News Source: Businesswire.com
