ServiceNow has opened its Knowledge 2025 conference with a brand new AI platform. The ambition is clear: 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 aim? To finally help businesses orchestrate their operations with genuine intelligence, and it seems some big names like Adobe, Aptiv, the NHL, Visa, and Wells Fargo are already seeing it pay off.
The Challenge: Enterprise Complexity
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.
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.
The Power of Agentic AI
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. That’s a hefty jump compared to the mere 22% for those not yet on board.
Bill McDermott, Chairman and CEO of ServiceNow, commented: “ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI Platform. We’re unleashing the full power of AI, across any industry, any agent, any workflow… With this next generation architecture, we finally have the foundation to run the integrated enterprise in real time. We are the only ones who can orchestrate AI, data, and workflows on a single platform.”
Real-World Adoption
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.
- Aptiv is teaming up with ServiceNow to blend AI smarts with edge intelligence.
- The NHL is “going all in on ServiceNow AI” to streamline operations.
- Wells Fargo has rolled out ServiceNow AI with RaptorDB to automate tricky workflows and process huge amounts of data.
- Visa is set to bring in ServiceNow Disputes Management, built with AI agents on the ServiceNow platform.
Under the Bonnet: The Reimagined Platform
This reimagined ServiceNow AI Platform is built to bring together intelligence, data, and the actual doing – the orchestration. A big piece of this puzzle is 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.
Alongside the main platform, ServiceNow is adding some additional firepower:
- AI Control Tower: A central dashboard for managing all AI, ensuring security and value.
- AI Agent Fabric: The communication network for AI agents across different tools and vendors.
- Next-generation CRM: Beefing up CRM with more AI to bring sales, order fulfilment, and customer service onto one platform.
- Apriel Nemotron 15B: A new reasoning LLM built with NVIDIA to power intelligent AI agents.
Investing in People
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.
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