{"id":74330,"date":"2025-09-30T14:01:40","date_gmt":"2025-09-30T13:01:40","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74330"},"modified":"2025-10-19T09:58:01","modified_gmt":"2025-10-19T08:58:01","slug":"servicenow-introduces-ai-experience-to-reshape-customer-service-workflows","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/","title":{"rendered":"ServiceNow Introduces AI Experience to Reshape Customer Service Workflows"},"content":{"rendered":"

Tired of clunky service portals and AI tools that don\u2019t talk to each other? You\u2019re not alone, and ServiceNow is betting big on fixing that.<\/p>\n

The enterprise tech giant has unveiled AI Experience, a unified interface designed to make working with AI feel more like chatting with a smart and efficient colleague than a clunky robot.<\/p>\n

Building on ServiceNow\u2019s generative AI toolset Now Assist, AI Experience extends across any workflow, including the company\u2019s autonomous Customer Relationship Management (CRM) offering, to introduce AI agents that can proactively resolve issues, personalize interactions and streamline service to get things done faster.<\/p>\n

First up, AI voice agents that can speak with human-like fluency handle tasks like pulling up information, updating records, and even troubleshooting complex issues.<\/p>\n

Then there are AI web agents that learn from people and do all the button-clicking, form-filling and web navigation, without the need for APIs or integrations.<\/p>\n

An AI Data Explorer connects insights across the ServiceNow platform and external data sources via Workflow Data Fabric to help users spot trends, find root causes, and analyze document findings without switching between tools.<\/p>\n

There is also an AI Lens feature that turns the screens, forms, dashboards, and other interfaces users see into instant AI-powered action, so they can skip the manual steps and make faster decisions.<\/p>\n

Traditional CRM tools have long been criticized as passive, static systems that are good at tracking, but not proactive. The draw of using AI agents is that they can both log and act on customer interactions.<\/p>\n

Amy Lokey, ServiceNow\u2019s Chief Experience Officer<\/strong>, said the platform elevates the traditional user interface (UI) and provides an entry point for employees to collaborate with AI.<\/p>\n

AI Experience from ServiceNow is addressing one of the biggest challenges enterprises face today: fragmented, clunky user experiences that slow down work.<\/p><\/blockquote>\n

“By creating a unified, contextual, and intuitive AI Experience for the enterprise, we\u2019re putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data, and AI agents.”<\/p>\n

One Interface to Rule Them All<\/h2>\n

The problem ServiceNow aims to tackle isn\u2019t new: businesses are overwhelmed with siloed apps, disconnected AI bots, and clunky workflows that frustrate users and slow down customer service delivery.<\/p>\n

Unlike tools that only work inside one app, ServiceNow\u2019s platform cuts across the entire workflow by unifying people, AI models, data, and workflows to make it easier for companies to roll out AI without overwhelming their teams.<\/p>\n

The multimodal and multilingual interface puts AI front and center, giving users instant access to voice, text, images, web tools, and context-aware agents that deliver personalized, proactive support.<\/p>\n

For a customer trying to get support, they have the option of hopping onto a service channel of their choice, whether voice, chat, or email. Instead of waiting for a human agent to piece together their account history from different systems, an AI agent can instantly recognize the issue, pull up the context and start resolving the issue.<\/p>\n

And service reps no longer need to toggle between tabs and hunt for data. Their AI partner handles the mundane tasks likes scanning tickets, flagging patterns, and auto-generating quotes, so that they can focus on helping people.<\/p>\n

Under the Hood: Security, Flexibility, and Trust<\/h2>\n

ServiceNow\u2019s making a point to wrap the experience in strong governance. This is key to successful AI implementations, as research shows most businesses lack strong governance in rolling out AI<\/a>, which raises potential security risks.<\/p>\n

ServiceNow\u2019s AI Control Tower acts as a central hub to monitor performance, compliance and transparency across any AI asset or workflow, whether native or third-party.<\/p>\n

That flexibility extends to Now Assist model choice too. Companies can use ServiceNow\u2019s own AI or plug in popular third-party providers like Azure OpenAI, Google Gemini, or Anthropic\u2019s Claude on AWS with no extra cost or vendor lock-in.<\/p>\n

This allows enterprises to use the most suitable AI model for the distinct needs of each workflow on the ServiceNow AI Platform. With Workflow Data Fabric, ServiceNow can connect, catalog, and govern data across systems.<\/p>\n

Businesses eager to try out AI Experience won’t have to wait long. AI Lens is available now. Other features like AI Voice Agents, Web Agents, Data Explorer, and the AI-powered CPQ tool are expected by the end of the year.<\/p>\n

ServiceNow is on a push to deliver a seamless, AI-powered CRM experience that integrates across business functions.<\/p>\n

Earlier this year, the vendor unified its CRM solutions including ServiceNow Customer Service Management (CSM), Sales and Order Management, and Field Service Management into a single ServiceNow CRM<\/a>.<\/p>\n

The company aims to shake up the CRM market, leveraging its position in the back and middle office in many enterprises to map workflows across systems, run AI agents in them, and automate more of the customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

Tired of clunky service portals and AI tools that don\u2019t talk to each other? You\u2019re not alone, and ServiceNow is betting big on fixing that. The enterprise tech giant has unveiled AI Experience, a unified interface designed to make working with AI feel more like chatting with a smart and efficient colleague than a clunky […]<\/p>\n","protected":false},"author":11074,"featured_media":74332,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,62064],"class_list":["post-74330","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-service-management-connectivity","tag-agent-assist","tag-agentic-ai","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","brands_to_track-servicenow","editorial_type-news","intent-loyalty","target_audience-industry-professional"],"acf":[],"yoast_head":"\nServiceNow Introduces AI Experience to Reshape Customer Service Workflows - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including Agent Assist, Agentic AI, AI Agent, AI Agents, Artificial Intelligence and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ServiceNow Introduces AI Experience to Reshape Customer Service Workflows\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including Agent Assist, Agentic AI, AI Agent, AI Agents, Artificial Intelligence and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-30T13:01:40+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-10-19T08:58:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/20250930-ServiceNow.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Nicole Willing\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nicole Willing\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\"},\"author\":{\"name\":\"Nicole Willing\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8e1bd49fc15db705ae5c169d08ebe3cc\"},\"headline\":\"ServiceNow Introduces AI Experience to Reshape Customer Service Workflows\",\"datePublished\":\"2025-09-30T13:01:40+00:00\",\"dateModified\":\"2025-10-19T08:58:01+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\"},\"wordCount\":815,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/09\/20250930-ServiceNow.jpg\",\"keywords\":[\"Agent Assist\",\"Agentic AI\",\"AI Agent\",\"AI Agents\",\"Artificial Intelligence\"],\"articleSection\":[\"Contact Center & Omnichannel\u200b\",\"Service Management & Connectivity\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/servicenow-introduces-ai-experience-to-reshape-customer-service-workflows\/\",\"name\":\"ServiceNow Introduces AI Experience to Reshape Customer Service Workflows - 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