ServiceNow announced on February 26, 2026 the launch of its Autonomous Workforce and EmployeeWorks AI platforms, two new product lines that extend the company’s Now Platform with agentic AI capabilities.
The Autonomous Workforce is a suite of AI specialists that can execute enterprise work with defined scope, authority, and governance. A Level 1 Service Desk AI Specialist, for example, diagnoses and resolves common IT support requests end‑to‑end, operates 24/7, and resolves cases 99 % faster than human agents.
EmployeeWorks is a conversational front‑door that combines Moveworks’ AI chat and enterprise search with ServiceNow’s autonomous workflows. Designed for nearly 200 million employees, it leverages the Moveworks acquisition, which closed in December 2025, to deliver a unified AI experience across IT, HR, and procurement.
The AI Control Tower provides a single pane of glass for AI governance, allowing customers to monitor, audit, and manage all AI agents, models, and workflows—whether native to ServiceNow or third‑party—within a single interface.
"Businesses don't need more pilots or promises. They need AI that gets work done," said Amit Zavery, ServiceNow President, Chief Product Officer, and Chief Operating Officer. John Aisien, SVP of central product management, added, "AI specialists, by default, cannot exceed their authority nor self‑escalate permissions in memory based on the outcomes of reasoning that occurred during the first step of the AI powered decision and execution flow. Instead, these AI specialists ground decisions in live enterprise data, drawing in real time information about assets, access, ownership, real time permissions, and previous resolution patterns through our enterprise data foundation and our context graph." Bill McDermott, CEO, emphasized the platform strategy, stating, "We are a platform company executing a long‑term platform strategy where AI agents and workflows are harmonious and synonymous creating sustained advantage, not short‑term wins. This makes ServiceNow's AI Platform more strategically relevant today than ever."
The launch is expected to strengthen ServiceNow’s competitive moat, support its AI‑first growth strategy, and drive higher subscription revenue and margin accretion in the coming quarters by accelerating productivity gains and reducing manual task volumes.
The announcement was well received by investors, reflecting confidence in ServiceNow’s AI strategy and its ability to deliver measurable operational improvements for customers.
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