ServiceNow has expanded its Autonomous Workforce platform with new AI specialists for IT, customer relationship management (CRM), employee service teams, and security and risk. The announcement was made on May 21, 2026.

The new Autonomous Workforce capabilities are designed to help enterprises complete end-to-end processes alongside human employees. According to ServiceNow, the AI specialists can autonomously resolve cases, contain threats, manage incidents, and handle high-volume employee requests.

The company said enterprises continue to rely on multiple disconnected systems. As a result, employees often spend significant time answering routine questions, updating records, and managing operational backlogs instead of focusing on strategic tasks.

Therefore, ServiceNow said its Autonomous Workforce deploys role-specific AI specialists embedded within enterprise workflows. These AI specialists are designed to complete tasks from start to finish without human intervention.

“Advisory AI has run its course; enterprises need AI that senses, decides, and securely acts in accordance with organizational guardrails,” said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow.

He added that the company’s expansion of Autonomous Workforce across critical enterprise functions allows organizations to deploy AI specialists at scale through a governed platform with audit trails, role-based permissions, and enterprise context.

In IT operations, ServiceNow said teams are dealing with growing backlogs of incidents, security findings, and operational recommendations. The company revealed that its L1 IT Service Desk AI Specialist is now available and is resolving assigned IT cases 99% faster than human agents within ServiceNow’s own help desk environment.

Additionally, ServiceNow introduced new IT AI specialists focused on infrastructure monitoring, site reliability engineering (SRE), asset lifecycle management, and portfolio planning.

For example, the AIOps specialist can autonomously detect anomalies, correlate events, and trigger remediation actions. Meanwhile, the SRE specialist can manage incident triage and create postmortem documentation from start to finish.

The company said these AI specialists provide visibility into hardware, software, and cloud assets throughout their lifecycle while also connecting demand, capacity, budgets, and resources in real time.

Furthermore, ServiceNow expanded Autonomous Workforce into CRM operations. The company said traditional CRM systems often track customer interactions but do not fulfill customer requests directly.

According to Ipsos research cited by ServiceNow, sales representatives spend only 10 hours per week talking to customers. In addition, ServiceNow’s CX Shift research showed that customer service agents still use three to five systems to resolve a single issue.

ServiceNow said its Autonomous CRM platform is designed to complete workflows from sales to customer service automation. The company introduced AI specialists for sales qualification, quoting, order fulfillment, invoice disputes, renewals, and customer service.

The company added that an AI specialist can triage, solve, and escalate customer cases across channels while also generating custom quotes from meeting transcripts.

ServiceNow stated that its Autonomous CRM platform currently resolves more than 100 million customer cases monthly, orchestrates over 16 million orders, and configures more than seven million quotes.

At the same time, the company introduced AI specialists for employee service teams across HR, workplace services, legal, finance, procurement, supplier management, and health and safety.

ServiceNow estimates that 23 million employees use its employee portal every month, generating more than 40 million cases annually.

According to the company, the AI specialists have demonstrated the ability to resolve 91% of cases without reassignment. ServiceNow added that requests are often resolved before they become formal cases, while others are automatically routed to the appropriate AI specialist.

The company said this allows teams to focus on higher-value tasks such as workforce planning, supplier strategy, contract negotiations, and financial planning.

Meanwhile, ServiceNow also announced new Autonomous Security & Risk capabilities. The company said security teams are struggling with growing vulnerabilities, phishing incidents, and manual response processes.

The new AI specialists are designed to autonomously triage and remediate vulnerabilities, investigate and contain security incidents, and assess third-party vendor risks with automated summaries.

According to ServiceNow, these capabilities can reduce tasks that previously took hours or days down to minutes by combining identity visibility, cyber asset intelligence, governance, and autonomous security operations on the ServiceNow AI Platform.

ServiceNow confirmed that the L1 IT Service Desk AI Specialist, CRM AI specialists, and employee service AI specialists are available now. Meanwhile, additional IT AI specialists are expected in June 2026. Security and risk AI specialists are scheduled for preview in June 2026, followed by general availability in September 2026.

With this expansion, ServiceNow said its Autonomous Workforce strategy aims to help enterprises automate critical business functions while enabling employees to focus on strategic and decision-driven work.

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