Just two months after completing the Moveworks acquisition, the company also introduces ServiceNow EmployeeWorks. This solution combines conversational AI and enterprise search from Moveworks with ServiceNow's integrated portal and autonomous workflows. This allows the nearly 200 million employees using the platform to ask questions in plain language that are immediately converted into controlled task execution across different systems.
Enterprise organizations considering AI platforms often have to choose between AI functionalities added to separate SaaS apps or integrated platforms that perform work through proven enterprise workflows with built-in AI. There is a fundamental difference: the functionality-based approach requires organizations to maintain, integrate, and manage the complex environment themselves. ServiceNow removes the complexity by integrating conversational AI, workflows, business data, security, and governance on a platform specifically designed for mission-critical processes.
'Organizations are not waiting for more pilots or promises. They need AI that gets work done,' says Amit Zavery, president, chief product officer, and chief operating officer of ServiceNow. 'Leaders who extract value from AI invest in platforms where insights, execution, and trust work as one system. Our platform is built specifically for that. Autonomous Workforce extends human teams with AI specialists who work within the scope, authority, and governance that enterprise work demands. This is a new era of productivity and ROI, at scale.'
Autonomous Workforce: 'AI colleague'
With Autonomous Workforce, ServiceNow strengthens teams with AI specialists with clearly defined roles. Instead of AI agents completing individual tasks, ServiceNow assembles Autonomous Workforce teams of AI specialists with roles such as Level 1 Service Desk AI Specialist, Employee Service Agent, or Security Operations Analyst to execute tasks from start to finish. They work alongside humans, follow the organization's processes and guidelines, learn from results and employee feedback, and continuously improve.
Today, ServiceNow introduces the first AI specialists that are directly available to customers, a Level 1 Service Desk AI Specialist. This AI specialist independently resolves common IT questions; think of password recovery, user and access management of software, and troubleshooting network issues. This utilizes enterprise knowledge bases, data on previous incidents, and proactive recovery workflows. This setup runs 24/7, works with tasks tailored to specific expertise and concrete results, and engages humans when necessary.
ServiceNow's Autonomous Workforce handles 90% of employee IT requests. The initial results show that the new AI specialist, the L1 Service Desk AI Specialist, already resolves assigned IT cases independently, and this is 99% faster than when the case is handled by a human agent.
AI models without workflows are based on probability; they see patterns, develop ideas, but give different answers to the same question. Enterprise organizations, on the other hand, need deterministic results – governance, security, auditability, and tasks that do not hallucinate and are therefore guaranteed to be reliable and factually correct. ServiceNow combines probabilistic intelligence with orchestrating deterministic workflows. This means that AI specialists analyze a request, determine the appropriate action based on the business context, and then execute it independently across different systems with built-in governance via the ServiceNow AI Control Tower. Every action is traceable and follows policies that are integrated into the workflow layer itself.
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ServiceNow EmployeeWorks: consumer-oriented AI experiences combined with enterprise-level execution
ServiceNow brings Moveworks to the ServiceNow AI Platform and provides immediate value for customers with ServiceNow EmployeeWorks, which connects conversational AI and enterprise search from Moveworks with ServiceNow's integrated portal and autonomous workflows. Employees use it where they already are, whether in Teams, Slack, or just in the browser.
The platform understands organizational structure, approvals, and authorization. It executes tasks that touch multiple systems while ensuring governance and audit trails are maintained.
'ServiceNow EmployeeWorks is one of the first 'AI front doors' that does more than just summarize; it fully executes tasks,' says Bhavin Shah, senior vice president and general manager of Moveworks and AI for ServiceNow. 'Moveworks proves that when AI solves problems smoothly, people use it. Combined with ServiceNow's extensive experience in workflow automation, we offer the simplicity of consumer solutions with the reliability of enterprise technology, including operational guarantees for mission-critical work.'
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What customers say
'At Siemens Healthineers, our 74,000 employees are pushing the boundaries of healthcare to deliver faster and better results. For this, they need technology that can keep up,' says Nicole Hulst, head of digital workflows tooling at Siemens Healthineers. 'Our AI assistant 'Ada', built on Moveworks, saves them 5,000 hours per month with 91% satisfaction and enhances the employee experience. ServiceNow EmployeeWorks takes this a step further with autonomous workflows that fully complete tasks, giving teams more time for innovation.'
Availability
ServiceNow EmployeeWorks is generally available for customers.
The first AI specialist for Autonomous Workforce, a Level 1 Service Desk AI Specialist, is expected to be generally available in the second quarter of 2026.
Moveworks remains available as a standalone product within the ServiceNow portfolio. Organizations can purchase the Moveworks platform as an independent AI solution or as an integrated part of their ServiceNow implementation, maintaining flexibility and an organization-wide deployment.
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