Breaking away from legacy systems, ServiceNow’s unified AI-powered CRM platform enables businesses to sell, fulfill, and service customers seamlessly—boosting productivity and transforming engagement.
In a bold move to reshape the CRM landscape, ServiceNow has launched a next-generation AI-first CRM platform that integrates sales, fulfillment, and customer service into a single unified experience. Designed to challenge outdated, fragmented CRM systems, the new solution is powered by intelligent automation and a growing suite of AI agents capable of executing tasks autonomously across the entire customer journey.
At the core of this announcement is the debut of ServiceNow CRM AI Agents—task-oriented AI models that move beyond simple chatbots to dynamically manage everything from customer inquiries to order fulfillment and complex service workflows. These agents reduce friction and manual overhead by interacting with customers, routing tasks with full context, and coordinating across departments with minimal human involvement.
“We’re not just upgrading CRM—we’re redefining it for the AI era.” — John Ball, EVP & GM, CRM and Industry Workflows, ServiceNow
The announcement marks a significant milestone for ServiceNow, whose CRM division is its fastest-growing workflow business, now commanding an annual contract value (ACV) of $1.4 billion and growing 30% year-over-year. The launch builds on recent innovations including ServiceNow’s acquisition of Logik.ai, an AI-driven CPQ provider, and new capabilities delivered via its Yokohama platform release, such as AI-native self-service portals and turnkey CCaaS integrations.
“ServiceNow is delivering a groundbreaking new vision for CRM that transforms the entire customer experience around the powerful capabilities of AI,” said John Ball, EVP and GM of CRM and Industry Workflows at ServiceNow. “Far beyond rebranded chatbots, we’re enabling our customers to orchestrate end-to-end sales and service on a single AI-powered platform—helping them move faster, focus on value-added selling, and deliver exceptional service.”
Unlike traditional CRM systems that serve primarily as systems of record, ServiceNow’s AI-powered CRM acts as a system of action—coordinating workflows across data, departments, and channels. Already, 37% of ServiceNow’s own customer support case workflows are being automated by AI agents, showcasing the system’s real-world impact on efficiency and scalability.
With growing enterprise demand for proactive, intelligent customer engagement, ServiceNow positions its AI CRM as a transformative platform to drive business growth, customer loyalty, and operational resilience.
