Tired of clunky service portals and AI tools that don’t talk to each other? You’re not alone, and ServiceNow is betting big on fixing that.
The enterprise tech giant has unveiled AI Experience, a unified interface designed to make working with AI feel more like chatting with a smart and efficient colleague than a clunky robot.
Building on ServiceNow’s generative AI toolset Now Assist, AI Experience extends across any workflow, including the company’s autonomous Customer Relationship Management (CRM) offering, to introduce AI agents that can proactively resolve issues, personalize interactions and streamline service to get things done faster.
First up, AI voice agents that can speak with human-like fluency handle tasks like pulling up information, updating records, and even troubleshooting complex issues.
Then there are AI web agents that learn from people and do all the button-clicking, form-filling and web navigation, without the need for APIs or integrations.
An AI Data Explorer connects insights across the ServiceNow platform and external data sources via Workflow Data Fabric to help users spot trends, find root causes, and analyze document findings without switching between tools.
There is also an AI Lens feature that turns the screens, forms, dashboards, and other interfaces users see into instant AI-powered action, so they can skip the manual steps and make faster decisions.
Traditional CRM tools have long been criticized as passive, static systems that are good at tracking, but not proactive. The draw of using AI agents is that they can both log and act on customer interactions.
Amy Lokey, ServiceNow’s Chief Experience Officer, said the platform elevates the traditional user interface (UI) and provides an entry point for employees to collaborate with AI.
AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work.
"By creating a unified, contextual, and intuitive AI Experience for the enterprise, we’re putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data, and AI agents."
One Interface to Rule Them All
The problem ServiceNow aims to tackle isn’t new: businesses are overwhelmed with siloed apps, disconnected AI bots, and clunky workflows that frustrate users and slow down customer service delivery.
Unlike tools that only work inside one app, ServiceNow’s platform cuts across the entire workflow by unifying people, AI models, data, and workflows to make it easier for companies to roll out AI without overwhelming their teams.
