ServiceNow’s Latest AI Deliverables Automate Tasks Within Governed Workflows

ServiceNow this week detailed specialty AI agents that execute jobs within company workflows while adhering to the customer’s governance requirements. The first deliverable under the Autonomous Workforce umbrella will automate service desk tasks that are squarely within the ServiceNow platform’s wheelhouse.

The company also advanced its strategy with the recently acquired Moveworks: ServiceNow EmployeeWorks combines Moveworks conversational AI and enterprise search tech with ServiceNow’s autonomous workflows so natural language requests result in automated task execution.  

In its announcement, ServiceNow pointed out that when probabilistic AI models are integrated with workflow orchestration — as its new “AI specialists” do — they can interpret a request, decide the right action using business context, and execute autonomously while applying governance built into the workflow layer.

ServiceNow’s Autonomous Workforce augments human teams with AI specialists that the company distinguishes from common AI agents focused on individual tasks. Autonomous Workforce orchestrates AI specialists that manage service desk, service agent, or security operations roles. The agents, or specialists, follow established organizational policies, learn from outcomes and employee feedback, and use those outcomes to improve performance over time.

The company’s first Autonomous Workforce deliverable is a Level 1 Service Desk AI Specialist that diagnoses and resolves common, low-priority IT support requests — password resets, access provisioning, network troubleshooting — using enterprise knowledge bases, historical incident data, and workflows for proactive remediation.

The service desk AI specialist is designed to handle assignments aligned to specific skillsets and deliverables. It performs basic troubleshooting and resolution, takes corrective actions, and escalates to “level 2” status when needed.

ServiceNow said it’s internally using the Level 1 Service Desk AI Specialist to resolve IT cases and that it’s been 99% faster than cases that are handled by human agents.

The city of Raleigh, N.C., a ServiceNow customer that uses ServiceNow Assist and its domain-specific AI models to route requests to the right destination, is evaluating Autonomous Workforce “to further transform how we deliver IT support, setting a new standard for a responsible, AI-powered government,” said Mark Wittenburg, chief information officer for the city.

Level 1 Service Desk AI Specialist is planned for general availability in the second calendar quarter of 2026.

ServiceNow also provided an update on its progress with Moveworks a couple months after completing the acquisition, which was first announced in 2025. EmployeeWorks executes tasks that require multi-system coordination, while maintaining governance and audit trails, by connecting conversational AI chat to enterprise search within ServiceNow workflows. It understands organizational structure, approvals, and authorization. EmployeeWorks functionality can be accessed through existing enterprise platforms including Teams and Slack.

At Siemens Healthineers, 74,000 healthcare industry employees use Moveworks as the underpinning of an AI assistant that saves those employees 5,000 hours monthly. “ServiceNow EmployeeWorks takes this further with autonomous workflows that complete tasks fully, giving our teams time back to innovate,” said Nicole Hulst, head of digital workflows tooling at Siemens Healthineers.

ServiceNow EmployeeWorks is generally available.

More ServiceNow AI Insights:

• ServiceNow, OpenAI Partner on Advanced AI Models and Computer Use in Enterprise Workflows
• ServiceNow Innovation Officers Outline AI Opportunities in Healthcare
• Driving Business Transformation With Agentic AI and ServiceNow
• Inside ServiceNow’s Plan to Deliver AI Value Across All Industries

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