“There’s always a moment when the line is drawn between yesterday and tomorrow. This is that moment.”
Those are the words of Bill McDermott, CEO of ServiceNow, as he celebrated the recent launch of the AI Experience by ServiceNow.
Essentially, AI Experience by ServiceNow is a multi-modal interface that stretches across the ServiceNow AI Platform.
From the interface, employees may tap AI agents, which can access ServiceNow apps, workflows, and data.
In this sense, the AI Experience by ServiceNow becomes an enterprise’s operational center point.
Businesses can consolidate AI agents working across applications from this center point, and users can tap them to complete tasks - relevant to their jobs - via a conversational, role-based interface.
As McDermott summarized:
Now, the way you work changes forever because AI is the new UI.
ServiceNow customers can deploy AI Experience via its AI Control Tower, enabling AI agents that don’t just work within the ServiceNow ecosystem but across third-party solutions, too.
These AI agents fit into three distinct groups:
- AI Web Agents that navigate the web like a human would.
- AI Voice Agents that enable conversational self-service experiences.
- Build Agents that "instantly" create apps via natural language prompts.
Yet, the interface also offers two more fascinating features.
First is an AI Data Explorer that pulls out data from the ServiceNow ecosystem for analysis.
Second is an AI Lens that extracts data from screens, forms, and images, which ServiceNow customers can inject into their various workflows.
All this may seem quite technical. However, it won’t just change how IT works. Ultimately, ServiceNow aims to empower various business users with role-based AI agents and solutions.
Consider sales and service leaders who use ServiceNow CRM. From a new role-based UI, they can extract ticket data and utilize AI agents to spot patterns and suggest remedial action.
That’s a powerful vision for customer experience technology, and technology in a much broader sense.
ServiceNow Is Investing in AI Usability
ServiceNow isn’t the first to consider laying an AI interface over its applications. For instance, Salesforce has a similar vision with its freshly revamped Slack. Meanwhile, Workday scooped Sana to provide that UI for AI.
However, given that ServiceNow is already in many enterprise IT departments and has built “thousands” of AI agents to complete tasks across its ecosystem and beyond, this is an especially significant move.
Indeed, Rebecca Wettemann, CEO & Principal Analyst at Valoir, believes the AI Experience by ServiceNow could be a real shot in the arm for AI adoption.
