ServiceNow streamlines Autonomous Workforce to every business function

ServiceNow, the AI control tower for business reinvention, is expanding its Autonomous Workforce, launching new AI specialists for IT, customer relationship management (CRM), employee service teams, and security and risk.

Together with the previously announced L1 IT Service Desk AI Specialist, which is now available, these AI specialists complete end-to-end processes alongside humans to autonomously resolve cases, contain threats, manage incidents, and handle high-volume employee requests, according to ServiceNow.

Autonomous Workforce deploys role-scoped AI specialists embedded in proven workflows to deliver outcomes from start to finish, without human intervention.

"Advisory AI has run its course; enterprises need AI that senses, decides, and securely acts in accordance with organizational guardrails,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow. “With ServiceNow expanding Autonomous Workforce across critical business functions in the enterprise, organizations can deploy AI specialists to act at scale, from a single, governed platform, with full audit trails, role-scoped permissions, and enterprise context built over decades of enterprise operations.”

Because AI specialists run on the same platform, they share the same operational intelligence (Configuration Management Database and Workflow Data Fabric with Context Engine), conversational front door (ServiceNow EmployeeWorks), and governance infrastructure (AI Control Tower). ServiceNow announced in April that all of these capabilities are now included across every product and package; not as add-ons but built-in by default. This allows enterprises to build on years of platform investment and achieve speed, scale, and oversight, without adding complexity or extending time to value, the company said.

ServiceNow is also expanding the reach of its Autonomous Workforce to more customers in partnership with Amazon Web Services (AWS), Google Cloud, Microsoft, and NVIDIA, enabling AI specialists to deploy and run across the infrastructure enterprises already use.

ServiceNow AI specialists can also leverage third-party technology including NVIDIA Agent Toolkit software, featuring the NVIDIA AI-Q Deep Research specialist agent blueprint, and a combination of closed and open models.

ServiceNow is introducing a wave of new IT AI specialists spanning infrastructure monitoring, site reliability (SRE), asset lifecycle, portfolio planning, and more.

Other new AI specialists for common IT workflows give full visibility into hardware, software, and cloud assets across their lifecycle, and connect demand to capacity, budget, and resource availability in real time, the company said.

ServiceNow Autonomous CRM is built to finish the work, from speed of thought sales to customer service automation. ServiceNow is introducing new AI specialists across the entire customer lifecycle, including sales qualification and quoting, order fulfillment, invoice disputes, service, and renewals. Starting with case management, an AI specialist can triage, solve, and escalate cases across channels, as well as generate custom quotes from meeting transcripts, said ServiceNow.

ServiceNow is also introducing new AI specialists across HR, workplace services, legal, finance, procurement, supplier management, and health and safety. Each acts as a digital employee that is equipped with role-specific skills, the company said.

Finally, ServiceNow's new Autonomous Security & Risk solution introduces AI specialists purpose-built to help eliminate growing backlogs across the full threat landscape, autonomously triaging and remediating vulnerabilities (including hardware-level), investigating and containing SOC incidents with humans-in-the-loop, and screening third-party vendor risk with instant summaries so teams focus only on what needs scrutiny.

L1 IT Service Desk AI Specialist, CRM AI specialists, and AI specialists for employee service teams are available now.

IT AI specialists are expected to be available in June 2026. The security and risk AI specialists are expected to be available for preview in June 2026 and generally available in September 2026.

For more information about this news, visit www.servicenow.com.