ServiceNow has unveiled Autonomous Workforce and ServiceNow EmployeeWorks, marking a shift from AI that assists to AI that executes. The launch signals a new era for enterprise AI, moving beyond chatbots that route to AI specialists that resolve.
The Problem with Enterprise AI Today
Leaders have spent billions on enterprise AI, yet most employees still dread using it. The issue is not a lack of investment — it is fragmentation. Chatbots route instead of resolve. Portals require five steps to answer one question.
What is New
Autonomous Workforce: AI specialists with defined roles that complete jobs end-to-end, escalating to humans when needed — all within enterprise guardrails.
Level 1 Service Desk AI Specialist: ServiceNow's first out-of-the-box AI specialist, transforming how common workplace technology incidents are resolved.
EmployeeWorks: A unified AI front door combining Moveworks' conversational AI and enterprise search with ServiceNow's portal and autonomous workflows.
Already Delivering Results
Siemens Healthineers has returned roughly 5,000 hours per month to its 74,000 employees. The City of Raleigh now resolves 98% of IT requests automatically — demonstrating that moving from pilots to production requires deep workflow sophistication, proven governance, and integration at enterprise scale.
