ServiceNow (NYSE: NOW), the AI platform for business transformation, has announced AI Experience, a unified conversational front door to enterprise AI.

The company revealed that AI Experience offers a context-aware interface uniting people and AI in a seamless, multimodal environment. It includes built-in governance, security, and transparency to help customers scale AI responsibly.

Building on Now Assist, AI Experience extends across workflows, including ServiceNow’s autonomous Customer Relationship Management (CRM) system. It is designed to transform sales and service, driving revenue growth and long-term customer loyalty.

In today’s agentic AI era, the platform elevates the traditional user interface and becomes the intelligent entry point for employees to access information, delegate tasks, and collaborate with AI.

Enterprises often face siloed SaaS applications and multiple disconnected AI solutions. ServiceNow reported that AI Experience converges data, AI models, modalities, and workflows into a single interface. This simplifies access, accelerates adoption, and reduces employee learning gaps.

AI Experience introduces a multimodal, multilingual UI that provides instant access to voice, text, image, and web. It also allows enterprises to build agents that are deeply connected to business operations, offering personalized and proactive interactions.

Amy Lokey, executive vice president and chief experience officer at ServiceNow, said AI Experience addresses fragmented and clunky user experiences that slow down work. She added that the platform unifies people and AI so tasks can be completed without friction.

The company also announced AI Control Tower, a central hub for governing, monitoring, and managing AI assets. This enables enterprises to deploy AI Experience with speed and security.

ServiceNow highlighted new capabilities such as:

• AI Voice Agents for hands-free support and troubleshooting
• AI Web Agents to perform tasks across apps and systems
• AI Data Explorer for connecting insights across ServiceNow and external sources
• AI Lens to turn on-screen elements into instant actions

AI Experience also transforms CRM into an AI-first system of action. Instead of employees moving between multiple apps, AI agents manage repetitive work such as scanning tickets and recommending response plans. Sales teams benefit from an AI-powered Configure, Price, Quote (CPQ) solution that accelerates quote generation, while customer service teams deliver faster resolutions through automation.

The ServiceNow AI Platform also strengthens governance and security. It announced new AI Control Tower features for proactive risk monitoring, compliance tracking, and cross-platform onboarding.

ServiceNow further revealed model provider flexibility for Now Assist, allowing customers to choose between platform-native large language models and third-party providers including Microsoft Azure OpenAI, Google Gemini, and Anthropic Claude. With Workflow Data Fabric, organizations can connect and govern data across systems to support enterprise AI adoption.

Related post

View all