ServiceNow has unveiled a sweeping expansion of its enterprise AI strategy with the launch of Autonomous Workforce, a new category of AI specialists designed to execute end-to-end business tasks with built-in governance and oversight. The announcement comes just two months after the close of its acquisition of Moveworks, as the company also introduced ServiceNow EmployeeWorks, a conversational AI interface aimed at transforming how nearly 200 million employees interact with enterprise systems.

Positioning itself as an “AI control tower for business reinvention,” ServiceNow is drawing a sharp distinction between what it describes as fragmented, feature-based AI tools and unified enterprise platforms capable of executing governed workflows at scale. While many organisations are layering AI features onto disconnected SaaS applications, ServiceNow argues that such an approach leaves enterprises to manage integration complexity themselves. Its strategy centres instead on consolidating conversational AI, workflows, enterprise data, security and governance within a single platform built for mission-critical operations.

"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.”

Unlike standalone AI agents that handle isolated tasks, Autonomous Workforce deploys AI specialists with defined enterprise roles — such as Level 1 Service Desk AI Specialist, Employee Service Agent or Security Operations Analyst — to execute entire workflows from initiation to resolution. These AI teammates operate alongside human staff, adhere to organisational policies, learn from feedback and continuously refine performance.

The first out-of-the-box specialist, a Level 1 Service Desk AI Specialist, is designed to autonomously resolve common IT requests including password resets, software access provisioning and network troubleshooting. Drawing on enterprise knowledge bases, historical incident data and remediation workflows, it operates around the clock and escalates cases when human intervention is required.

ServiceNow reports that its own Autonomous Workforce is now handling more than 90% of internal employee IT requests. Early data indicates that the new L1 Service Desk AI Specialist resolves assigned cases autonomously and operates 99% faster than traditional human-led processes.

Central to the company’s pitch is the fusion of probabilistic AI models with deterministic workflow orchestration. By embedding governance, security and auditability directly into workflow layers through its AI Control Tower, ServiceNow aims to ensure traceable, policy-driven execution across systems.

Alongside this, ServiceNow EmployeeWorks integrates Moveworks’ conversational AI and enterprise search with ServiceNow’s portal and workflows. Accessible through platforms such as Microsoft Teams and Slack, it converts natural language requests into governed, multi-system actions.

"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."