ServiceNow Autonomous Workforce has been launched by ServiceNow as part of its push to advance enterprise AI execution. The company introduced AI specialists designed to execute jobs with the scope, authority, and governance required for enterprise work. The move aims to free employees to focus on strategic problem solving and personalized service.

The announcement comes just two months after the close of the Moveworks acquisition. In addition, ServiceNow unveiled ServiceNow EmployeeWorks. The new offering combines Moveworks’ conversational AI and enterprise search with ServiceNow’s unified portal and autonomous workflows. As a result, natural language requests can be converted into governed, end-to-end execution for nearly 200 million employees.

As enterprises assess AI platforms, two distinct approaches have emerged. On one hand, feature-based AI is added to disconnected SaaS applications. On the other, unified platforms execute work through integrated enterprise workflows with AI built in. ServiceNow positions its platform in the latter category. The company states that it unifies conversational AI, workflows, enterprise data, security, and governance within a single system designed for mission-critical operations.

According to Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, businesses require AI systems that execute work rather than pilot projects. He said organizations gaining value from AI are investing in platforms where intelligence, execution, and trust operate as one system. He added that Autonomous Workforce augments human teams with AI specialists operating within enterprise governance frameworks to drive productivity and return on investment at scale.

ServiceNow’s Autonomous Workforce deploys AI specialists with defined roles to support enterprise teams. Unlike AI agents that complete individual tasks, the system orchestrates teams of AI specialists. These include roles such as a Level 1 Service Desk AI Specialist, Employee Service Agent, and Security Operations Analyst. The specialists execute work from start to finish. They operate alongside human employees, follow established processes and policies, learn from outcomes and feedback, and improve over time.

The company introduced its first out-of-the-box AI specialist, a Level 1 Service Desk AI Specialist. The specialist autonomously diagnoses and resolves common IT support requests. These include password resets, software access provisioning, and network troubleshooting. It uses enterprise knowledge bases, historical incident data, and proactive remediation workflows. Moreover, it operates 24/7, aligns assignments to specific skillsets and deliverables, and escalates issues when human intervention is required.

ServiceNow stated that its Autonomous Workforce currently handles more than 90% of employee IT requests internally. Early results show that the Level 1 Service Desk AI Specialist is resolving assigned IT cases autonomously. The company reported that it operates 99% faster than cases handled by human agents.

Furthermore, ServiceNow emphasized the importance of combining probabilistic AI models with deterministic workflows. While AI models identify patterns and generate responses, enterprises require governance, security, and auditability. ServiceNow said its AI specialists execute actions autonomously across systems with governance embedded through the ServiceNow AI Control Tower. Each action is traceable and aligned with policy frameworks within the workflow layer.

In parallel, ServiceNow launched ServiceNow EmployeeWorks as a conversational front door for enterprises. The solution is available within collaboration platforms such as Teams and Slack, as well as through web browsers. It connects Moveworks’ conversational AI chat and enterprise search capabilities with ServiceNow’s unified portal and workflows. Consequently, employee intent is translated into coordinated, multi-system action with governance and audit trails.

Bhavin Shah, Senior Vice President and General Manager of Moveworks and AI for ServiceNow, said ServiceNow EmployeeWorks completes work rather than simply summarizing requests. He stated that combining Moveworks’ AI capabilities with ServiceNow’s 20-plus years of workflow automation delivers consumer simplicity alongside enterprise reliability and operational guarantees.

ServiceNow confirmed that ServiceNow EmployeeWorks is generally available to customers. Meanwhile, the Level 1 Service Desk AI Specialist for Autonomous Workforce is in controlled availability and is expected to become generally available in the second quarter of 2026. Moveworks will continue to be offered as a standalone product within the ServiceNow portfolio, providing organizations with flexible deployment options. Overall, ServiceNow Autonomous Workforce represents the company’s latest step toward enterprise-scale AI execution with governance and operational control.

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