ServiceNow Launches Autonomous Workforce and EmployeeWorks for Enterprise AI

ServiceNow has unveiled Autonomous Workforce, a new generation of AI specialists designed to execute enterprise jobs with full authority, governance, and accountability. At the same time, just two months after closing its acquisition of Moveworks, the company introduced ServiceNow EmployeeWorks, a unified AI-powered employee experience platform that transforms natural language requests into fully governed, end-to-end execution.

As enterprises increasingly assess AI investments, two distinct approaches have emerged. On one hand, some organizations adopt feature-based AI layered onto disconnected SaaS tools. On the other, forward-looking enterprises are shifting toward unified AI platforms that embed intelligence directly into enterprise workflows. ServiceNow clearly positions itself in the latter category, eliminating integration complexity by combining conversational AI, workflows, enterprise data, governance, and security within a single architecture purpose-built for mission-critical environments.

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“Businesses don’t need more pilots or promises. They need AI that gets work done,” said Amit Zavery, president, chief product officer, and chief operating officer, ServiceNow. “The leaders realizing value from AI are investing in platforms where intelligence, execution, and trust work as one system. Our platform was purpose-built for this moment. Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority, and governance enterprise work demands. This is a new era of productivity and ROI, at scale.”

Autonomous Workforce Introduces AI Teammates for Enterprise Execution

Unlike traditional AI agents that focus on isolated tasks, ServiceNow’s Autonomous Workforce deploys AI specialists with defined enterprise roles. These specialists such as a Level 1 Service Desk AI Specialist, Employee Service Agent, or Security Operations Analyst work alongside human teams to complete entire workflows from start to finish.

Importantly, the platform learns from outcomes and employee feedback, continuously improving over time. Today, ServiceNow is rolling out its first out-of-the-box AI specialist: the Level 1 Service Desk AI Specialist. This AI teammate autonomously handles common IT requests such as password resets, software provisioning, and network troubleshooting. It operates 24/7, escalates cases when necessary, and leverages enterprise knowledge bases and historical data to deliver fast, reliable outcomes.

Notably, ServiceNow reports that its own Autonomous Workforce now manages more than 90% of internal employee IT requests. Early results show the L1 Service Desk AI Specialist resolves cases autonomously and perform 99% faster compared to human-handled processes.

Crucially, the platform bridges probabilistic AI models with deterministic workflows. While standalone AI models may generate variable outputs, enterprises require governance, auditability, and predictable execution. Through the ServiceNow AI Control Tower, every action remains traceable, policy-driven, and securely orchestrated across systems.

ServiceNow EmployeeWorks Brings Conversational AI to the Enterprise Front Door

In addition, ServiceNow introduced EmployeeWorks, integrating Moveworks’ conversational AI and enterprise search into the ServiceNow AI Platform. Available across collaboration tools like Microsoft Teams, Slack, and web browsers, EmployeeWorks connects employee intent directly to automated workflows.

The system understands organizational structures, approvals, and authorization rules. As a result, it coordinates multi-system tasks while preserving governance and compliance standards.

“ServiceNow EmployeeWorks is one of the first AI front doors that doesn’t just summarize, it completes the work,” said Bhavin Shah, senior vice president and general manager of Moveworks and AI for ServiceNow. “Moveworks proves that when AI solves real problems elegantly, people use it. Combined with ServiceNow’s 20+-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability, including the operational guarantees that mission-critical work demands.”

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Customers Highlight Real-World Impact

Industry leaders are already recognizing the potential impact.

“We need AI that can handle the complexity of health care while maintaining compliance and security for our 300,000 colleagues,” said Alan Rosa, chief information security officer and senior vice president of infrastructure and operations, CVS Health. “CVS Health builds strong relationships with partners whose platforms allow us to support our colleagues across IT, HR, and procurement. The goal is to automate repetitive tasks so our teams can focus on what matters most delivering outstanding care and experiences to the 185 million people we serve.”

“Raleigh is a smart city built on innovation. We’re laser focused on using AI to handle routine tasks so employees can focus on higher-level thinking and delivering the best possible services across the city,” said Mark Wittenburg, chief information officer, City of Raleigh. “ServiceNow Now Assist is already resolving 98% of initial touchpoints by intelligently routing requests to the right destination, and we’re excited about the potential for Autonomous Workforce to further transform how we deliver IT support, setting a new standard for a responsible, AI-powered government.”

“At Siemens Healthineers, our 74,000 employees are pushing the boundaries of healthcare to deliver faster, better outcomes and they need technology that keeps pace,” said Nicole Hulst, head of digital workflows tooling, Siemens Healthineers. “Our AI Assistant ‘Ada’, built on Moveworks, saves them 5,000 hours monthly with 91% satisfaction, elevating the employee experience. ServiceNow EmployeeWorks takes this further with autonomous workflows that complete tasks fully, giving our teams time back to innovate.”

“Our top priority is a frictionless digital experience so our employees can focus on what matters most: taking care of our customers,” said Lakshman Ramamurthy, Sr. Director, Platform Engineering & Enterprise Operations, UKG. “That meant simplifying duplicative systems and transforming IT operations with the ServiceNow AI Platform moving from patchworked data and reactive processes to a data-driven, proactive, and predictive model. Moveworks extends that reach to 15,000 employees with dozens of agentic use cases already live. Now we’re building toward a future where AI specialists orchestrate work across our entire enterprise.”

With Autonomous Workforce and EmployeeWorks, ServiceNow signals a decisive shift from AI experimentation to AI execution empowering enterprises to scale productivity, governance, and ROI across the organization.

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