ServiceNow has announced a major expansion of its Autonomous Workforce platform with the launch of new AI specialists for IT, customer relationship management (CRM), employee services, and security and risk operations.
The new AI specialists are designed to work alongside employees to autonomously complete end-to-end business processes, helping enterprises reduce operational bottlenecks, improve productivity, and accelerate decision-making. Unlike conventional task-based AI assistants, ServiceNow said its AI specialists can manage entire workflows, including incident resolution, customer service operations, threat containment, and employee support requests.
Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, said, “Advisory AI has run its course; enterprises need AI that senses, decides, and securely acts in accordance with organizational guardrails. With ServiceNow expanding Autonomous Workforce across critical business functions, organizations can deploy AI specialists to act at scale from a single, governed platform.”
“Enterprises need AI that senses, decides, and securely acts within organizational guardrails,” said Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow.
The company said enterprises today rely on fragmented systems where employees spend significant time handling repetitive tasks, updating records, and managing operational backlogs. Autonomous Workforce addresses these challenges through role-specific AI specialists embedded into existing workflows to automate processes with minimal human intervention.
In IT operations, ServiceNow revealed that its L1 IT Service Desk AI Specialist is already resolving assigned IT cases 99% faster than human agents within the company’s own environment. New IT-focused AI specialists will support infrastructure monitoring, site reliability engineering (SRE), asset lifecycle management, and portfolio planning.
The company is also extending AI automation into CRM operations. ServiceNow Autonomous CRM introduces AI specialists capable of handling customer interactions such as quote generation, order fulfillment, invoice dispute management, and service case resolution. According to the company, the platform currently resolves more than 100 million customer cases and processes over 16 million orders every month.
Additionally, ServiceNow unveiled AI specialists for HR, finance, procurement, legal, workplace services, and security operations. In cybersecurity, the new Autonomous Security & Risk solution uses AI specialists to investigate vulnerabilities, manage incidents, and streamline vendor risk assessments.
ServiceNow said several AI specialists are available immediately, while additional IT and security-focused capabilities are expected to roll out later in 2026.
