Introduction to ServiceNow’s AI Platform
ServiceNow has launched its Knowledge 2025 conference with a brand new AI platform. The goal is to give businesses a single, coherent way to get all their different AI tools and intelligent agents working together, right across the company. This isn’t just a fresh lick of paint; we’re talking deep-rooted new features and much cosier relationships with the likes of NVIDIA, Microsoft, Google, and Oracle.
The Problem Businesses Face
Most business leaders you speak with today will tell you they’re wrestling with a tangled mess of complexity. We’ve got systems that don’t talk to each other, data all over the shop, often no real game plan for AI, and that constant pressure to do more with less. ServiceNow believes AI innovation is the answer here, a way to fundamentally change how businesses run – making them more resilient, more efficient, and helping them get a handle on costs, all while chipping away at that mountain of tech debt and operational guesswork.
The Solution: Agentic AI
However, the company rightly points out that just throwing AI at the problem won’t cut it. You need a clear vision and a real commitment to using ‘agentic AI’ – think smart, autonomous AI helpers – all underpinned by a platform built for what’s next. For the companies already diving in, these AI agents are apparently delivering the goods, boosting productivity in all sorts of ways. And it’s hitting the bottom line: ServiceNow’s own research, the Enterprise AI Maturity Index, shows that 55% of organisations using this kind of agentic AI have seen their gross margins improve.
Real-World Applications
It’s not just talk; some big names are already putting ServiceNow’s agentic AI through its paces:
- Adobe is using it to speed up automation in IT and workplace services. Think AI agents handling common but time-consuming requests like password resets.
- Aptiv, known for its work in critical industries, is teaming up with ServiceNow. Their new partnership aims to blend ServiceNow’s AI smarts with Aptiv’s edge intelligence to boost automation and keep things running smoothly when it really matters.
- The NHL is, in their words, “going all in on ServiceNow AI.” The goal is to streamline how they operate, making life easier for employees needing quick solutions and helping arena technicians give fans an even better game day.
- Wells Fargo has rolled out ServiceNow AI with RaptorDB to automate tricky workflows and process huge amounts of data in real-time.
- Visa is set to bring in ServiceNow Disputes Management – a system they built together. It uses AI agents on the ServiceNow platform to help resolve payment disputes.
What’s Under the Bonnet
So, what’s under the bonnet of this reimagined ServiceNow AI Platform? It’s built to bring together intelligence, data, and the actual doing – the orchestration. The idea is to help companies move beyond a few scattered AI experiments to making AI a core part of how they operate. A big piece of this puzzle is what they call a “smart, conversational AI Engagement Layer.” This lets people get complex tasks done across different systems by tapping into ServiceNow’s Knowledge Graph, Workflow Data Fabric, and AI Agent Fabric.
Additional Firepower
Alongside the main platform, ServiceNow is adding some additional firepower:
- AI Control Tower: Think of it as a central dashboard for managing everything AI – whether it’s ServiceNow’s own AI, or tools from other providers.
- AI Agent Fabric: This is the communication network for a company’s AI ecosystem. It’s about getting AI agents – no matter who built them – to work together smoothly across different tools, teams, and even vendors.
- Next-generation CRM: They’re also beefing up their Customer Relationship Management offering with more AI.
- Apriel Nemotron 15B: This new reasoning LLM is built with NVIDIA. It’s designed to power intelligent AI agents that can think and act at scale.
People Matter Too
And it’s not just about the tech; ServiceNow is also doubling down on people with the launch of ServiceNow University. This is their bid to give organisations the tools to upskill their workforce, helping them not just unlock individual potential but also drive real business change. At the end of the day, even the smartest AI needs smart people to make the most of it.
Conclusion
ServiceNow’s new AI platform is a game-changer for businesses. With its ability to bring together intelligence, data, and workflows, it has the potential to fundamentally change how businesses operate. The platform’s focus on agentic AI, smart conversational interfaces, and additional firepower like AI Control Tower and AI Agent Fabric make it a comprehensive solution for businesses looking to harness the power of AI.
FAQs
- What is ServiceNow’s AI Platform? ServiceNow’s AI Platform is a comprehensive solution that brings together intelligence, data, and workflows to help businesses operate more efficiently and effectively.
- What is agentic AI? Agentic AI refers to smart, autonomous AI helpers that can perform tasks on their own.
- What are some real-world applications of ServiceNow’s AI Platform? Companies like Adobe, Aptiv, NHL, Wells Fargo, and Visa are already using ServiceNow’s AI Platform to automate tasks, streamline operations, and improve customer experience.
- What is ServiceNow University? ServiceNow University is a program launched by ServiceNow to help organisations upskill their workforce and drive business change.
- What is the goal of ServiceNow’s AI Platform? The goal of ServiceNow’s AI Platform is to help businesses move beyond scattered AI experiments and make AI a core part of their operations.
