ServiceNow has introduced Autonomous Workforce, a set of AI assistants capable of executing tasks with the scope, authority and governance that the job requires, which in turn will free up people to focus on strategic problem solving and personalized service.
Just two months after closing the Moveworks acquisition, the company has also introduced ServiceNow EmployeeWorks, which combines Moveworks’ AI-powered conversational assistant and enterprise search with ServiceNow’s unified portal and autonomous workflows to transform natural language queries into controlled end-to-end processes for nearly 200 million employees.
AI functions integrated into SaaS and unified platforms
As companies evaluate AI platforms, two opposing approaches have emerged: AI functions integrated into isolated SaaS applications and unified platforms that automate tasks using validated business workflows and integrated AI. The difference is fundamental: the role-based approach requires companies to maintain, integrate and manage complexity themselves. ServiceNow eliminates this complexity by unifying conversational AI, workflows, enterprise data, security and governance into a platform purpose-built for critical operations.
«Companies do not need more pilot projects or more promises. They need AI to do the job,” said Amit Zavery, president, chief product officer and chief operating officer of ServiceNow. “Leaders who realize the value of AI are investing in platforms where intelligence, deployment and trust work as a single system. Our platform was designed specifically for this moment. Autonomous Workforce increases the potential of human teams by integrating AI assistants that operate with the scope, authority and governance required in the enterprise. “We are in a new era of productivity and returns on investments at scale.”
Autonomous Workforce: AI teams
ServiceNow Autonomous Workforce deploys AI assistants with defined functions to increase the potential of teams. Unlike AI agents, which perform individual tasks, ServiceNow Autonomous Workforce coordinates teams of AI assistants with specific roles such as initial IT support, employee assistance, or security operations analysis, to carry out the end-to-end process. These virtual collaborators work alongside people, follow the processes and policies established by the organization, learn from results and employee feedback, and, most importantly, improve over time.
In this sense, ServiceNow presents the first AI assistant available immediately to customers, specifically designed for basic IT support. This wizard autonomously diagnoses and resolves common end-to-end support requests, such as resetting passwords, providing software access, and resolving network issues, using enterprise knowledge bases, historical incident data, and automated proactive remediation workflows. It is designed to operate 24/7, executing tasks aligned with specific competencies and deliverables, and to escalate incidents when human intervention is required.
ServiceNow’s Autonomous Workforce manages more than 90% of employee IT requests. The first results show that this new AI assistant for basic IT support is already autonomously resolving the first-level technical support cases assigned to it, and does so 99% faster than human agents.
AI models without workflows are probabilistic: they detect patterns, form hypotheses, and offer different answers to the same questions. However, companies need deterministic outcomes: governance, security, auditability and operations that do not lead to hallucinations. ServiceNow combines probabilistic intelligence with deterministic workflow coordination. AI assistants can interpret a query, decide the appropriate action using business context, and execute it autonomously across systems with governance built in through the ServiceNow AI control tower. All actions are traceable and governed by policies built into the workflow layer itself.
ServiceNow EmployeeWorks: Enterprise-Scale Execution
ServiceNow also announced that it is integrating the power of Moveworks into the ServiceNow AI platform and delivering immediate value to customers with ServiceNow EmployeeWorks, a conversational gateway to the enterprise. ServiceNow EmployeeWorks is available in environments where employees already work and collaborate, such as Teams, Slack, or any browser, and combines Moveworks’ conversational AI assistant and advanced enterprise search with ServiceNow’s unified portal and autonomous workflows. In this way, it turns intention into a coordinated action between systems.
The wizard autonomously diagnoses and resolves common end-to-end support requests
The platform understands the organizational structure, approvals and authorizations, and performs tasks that require the coordination of multiple systems, while maintaining governance and audit trails.
“ServiceNow EmployeeWorks is one of the first AI gateways that doesn’t just summarize, it completes the work,” said Bhavin Shah, senior vice president and general manager of Moveworks and AI at ServiceNow. “Moveworks proves that when AI solves real problems elegantly, people use it. “Leveraging ServiceNow’s more than 20 years of experience in automating workflows, we deliver user simplicity with enterprise reliability, including the operational guarantees critical tasks demand.”
Availability and prices
• ServiceNow EmployeeWorks is now available to all customers.
• Autonomous Workforce, the AI assistant for basic IT services, will arrive during the second quarter of 2026.
• Moveworks continues to be offered as a standalone product within the ServiceNow portfolio. Organizations can purchase the Moveworks platform as a standalone AI solution or as an integrated component in their ServiceNow deployment, ensuring flexibility in enterprise-wide deployment.
