ServiceNow launches unified AI Experience with multimodal agents

ServiceNow has launched AI Experience, a new platform-native user interface designed to provide context-aware, personalised, and proactive interactions using voice, text, image, web, and build agents.

The interface is positioned as a unified entry point for enterprise artificial intelligence, enabling employees to access information, launch workflows, and collaborate with AI across multiple systems. ServiceNow highlights that, unlike isolated software-as-a-service (SaaS) tools or add-on copilots, AI Experience can execute actions across different systems, turning recommendations into outcomes.

Single UI for enterprise AI

The introduction of AI Experience follows Canada's significant investment in workforce skills, which the ServiceNow Workforce Skills Forecast suggests will be influenced by agentic AI. The forecast projects that agentic AI will reshape 8.3% of Canada's workforce by 2030. According to ServiceNow, for enterprises to realise the benefits of these investments, employees require not only training but also the appropriate AI tools to aid adoption and facilitate comfort with using AI within the workflow.

ServiceNow describes AI Experience as a significant shift in user interaction, consolidating people, data, and workflows through an interface featuring built-in governance and security. The UI is multimodal and multilingual, offering immediate access to voice, text, image, web, and build agents that connect to various business sectors, delivering tailored and proactive engagement.

"AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work," said Amy Lokey, Executive Vice President and Chief Experience Officer at ServiceNow.

"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. ServiceNow has the platform to unify people and AI so they can collaborate naturally, getting end‐to‐end tasks completed in AI Experience, without friction."

AI Experience is supported by AI Control Tower, a central hub allowing enterprises to govern, monitor, and manage AI assets, including those from third parties. ServiceNow asserts that this approach enables customers to use AI at greater speed without compromising security or control.

Capabilities and features

The core components of AI Experience include role-aware AI agents working alongside employees to handle tasks and resolve issues. These agents operate with transparency, continuously learn, and provide users visibility and control. AI Experience stays within the workflow on a single platform.

ServiceNow has detailed several new features for AI Experience:

• AI Voice Agents for hands-free support, information retrieval, record updates, and troubleshooting.
• AI Web Agents that learn from human actions to complete tasks on third-party applications and the web without needing APIs or integrations.
• AI Data Explorer, connecting insights across ServiceNow and other data sources to help users analyse trends and document findings within workflows.
• AI Lens, allowing users to convert on-screen content into actions to reduce manual effort and support decision-making through automation.

Focus on CRM and workflows

The ServiceNow platform's single data model allows AI Experience to be deployed across different enterprise workflows, including customer relationship management (CRM). This is described as a shift from conventional systems that merely record interactions to an AI-based system of action intended to resolve customer issues and foster loyalty.

Through the inclusion of AI agents and prebuilt workflows, ServiceNow suggests that AI Experience will reduce manual activities, automate the scanning of tickets, identification of patterns, and recommendation of response plans, freeing human agents to concentrate on complex decisions. In sales, an AI-powered Configure, Price, Quote (CPQ) solution aims to move teams away from manual quote configuration, letting them focus on customer engagement.

The company notes that these capabilities are intended to lead to faster problem resolution, lower costs, improved employee focus, and better customer experiences. AI Lens is currently available, with AI Voice Agents, AI Web Agents, AI Data Explorer, and AI-powered CPQ expected to be introduced by the end of 2025.

Customer feedback

Several enterprise customers have commented on the introduction of AI Experience. Toni Vanwinkle, Vice President of Digital Employee Experience at Adobe, stated: "ServiceNow is helping transform how our technology teams serve Adobe employees by connecting AI, data, and workflows across the enterprise. With ServiceNow AI Agents, we will be able to more effectively anticipate and prioritise service requests, automate resolutions across systems, and deliver real‐time insights so our teams can personalise support at scale. We're excited about the potential of AI Experience to take this even further and open new possibilities for how employees are supported."

Brian Eble, Principal, Enterprise Technology in the Core Business Services Technology Group at EY, said: "At EY, we believe responsible AI starts with people. As an early adopter of the ServiceNow AI Platform, we have seen how agentic AI can help us adapt quickly, respond faster, and make work simpler and better for our employees. With AI Experience now available, we are excited to give our people a seamless new way to interact with AI that makes it personalised and proactive, delivering value every step of the way."

Paolo Juvara, Chief Digital Transformation Officer at Pure Storage, commented: "Pure Storage is committed to keeping customers satisfied while managing and protecting integral data. We continuously aim to simplify our customer service processes by reducing complexity and providing our teams with tools that improve interactions. The new AI Experience, which extends to ServiceNow CRM, offers a simple yet powerful user interface so we can keep delivering seamless, enjoyable experiences for our customers."

Scott Steele, Chief Operating Officer at Thrive, said: "For over seven years, Thrive has used ServiceNow to empower our service teams to deliver faster, more personalised support. With ServiceNow's AI‐powered CRM, we've transformed call center experiences with smarter workflows and insights that work in tandem with employees to solve issues at maximum productivity. With the launch of AI Experience, we're excited to explore how AI voice and web agents can further elevate the service journey, helping our customers get what they need quickly and confidently."

Governance and model flexibility

ServiceNow has also extended the functionality of AI Control Tower to include features such as cross-platform onboarding, proactive risk and compliance monitoring, and real-time value tracking. The platform now enables integration with both ServiceNow's native large language models and third-party providers, such as Azure OpenAI, Anthropic Claude on AWS, and Google Gemini models, at no extra cost to customers. Workflow Data Fabric allows for the connection, cataloguing, and governance of data across broad systems, underlining ServiceNow's focus on responsible and scalable enterprise AI deployments.