ServiceNow, the enterprise AI platform, has introduced AI Experience, a unified interface that reshapes how organizations use enterprise AI. The new AI Experience integrates workflows, AI models, and data within a single, secure platform. With built-in governance, trust, and transparency, it empowers businesses to adopt AI confidently and at scale.

The platform builds on Now Assist and extends across workflows, including autonomous Customer Relationship Management (CRM). As a result, it transforms sales and service operations, driving customer loyalty and revenue growth. By creating a seamless multimodal experience, ServiceNow ensures employees can interact with AI naturally while improving decision-making.

Solving Fragmented Workflows with AI Experience

Enterprises often struggle with fragmented SaaS applications and disconnected AI tools. These siloes slow down productivity and limit data access. With AI Experience, ServiceNow unifies AI, data, and workflows on a single platform. Consequently, organizations accelerate AI adoption, simplify access, and reduce employee learning gaps.

The platform offers a multimodal interface with voice, text, image, and web capabilities. It enables AI agents to anticipate needs, take action, and deliver proactive results. These role-aware agents operate transparently, continuously learn, and provide visibility, ensuring AI remains in the workflow.

Key Features of ServiceNow AI Experience

  • AI Voice Agents: Deliver hands-free support, retrieve information, and resolve issues with human-like fluency.
  • AI Web Agents: Automate tasks across third-party apps and the web without integrations.
  • AI Data Explorer: Connect insights across ServiceNow and external data sources to improve analysis and reporting.
  • AI Lens: Convert screens and dashboards into instant actions, boosting automation and decision-making speed.

Transforming CRM with AI

With its single-architecture platform, ServiceNow redefines CRM as an AI-first system of action. Instead of tracking records, AI agents automate repetitive tasks such as scanning tickets and flagging patterns. This allows human employees to focus on complex problem-solving and customer engagement.

Sales teams benefit from an AI-powered Configure, Price, Quote (CPQ) tool, which accelerates accurate quote generation. At the same time, service teams resolve customer requests faster through automation, improving customer experience while reducing costs.

Governance and Control with AI Control Tower

The AI Control Tower ensures responsible adoption by monitoring and managing AI models, both native and third-party. ServiceNow supports model flexibility, allowing enterprises to integrate Azure OpenAI, Anthropic Claude, or Google Gemini. Workflow Data Fabric ensures connected, governed data across systems.

Industry Adoption and Customer Voices

Adobe, EY, Pure Storage, and Thrive are among enterprises adopting AI Experience. These companies emphasize ServiceNow’s ability to simplify workflows, improve service, and provide proactive support at scale.

Amy Lokey, EVP and Chief Experience Officer at ServiceNow, said, “AI Experience addresses fragmented enterprise workflows. We’re enabling people and AI to collaborate naturally and complete tasks end-to-end.”

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News Source: Businesswire.com