ServiceNow deepens Anthropic tie & wins airline deal

ServiceNow has expanded its deployment with Panasonic Avionics and deepened its partnership with Anthropic, as the software group increases its focus on AI-driven workflow automation and customer operations.

In aviation, Panasonic Avionics will consolidate sales, service, marketing and billing processes for more than 300 airlines on ServiceNow's platform. In AI model development, ServiceNow will embed Anthropic's Claude models directly into its AI Platform and set Claude as the default model for its Build Agent product for application development workflows.

The two announcements show ServiceNow pushing further into sector-specific use cases and into internal and customer-facing software development processes. The company also signalled wider adoption of Claude across its own workforce.

Anthropic Integration

ServiceNow said it has integrated Anthropic's Claude models into core workflows for application development and other business processes. The company positioned the collaboration around governed deployment, monitoring and compliance controls through its ServiceNow AI Control Tower.

Claude is now the default model for ServiceNow Build Agent. ServiceNow described Build Agent as a tool for building apps and workflows. It also said it allows developers and non-specialist users to use natural-language prompts as part of building workflows.

ServiceNow said it has deployed Claude to more than 29,000 employees. The company linked this rollout to sales preparation and engineering work. It said early results show up to a 95% reduction in seller preparation time. It also said it has made Claude Code available internally for engineering tasks.

"ServiceNow with Anthropic is turning intelligence into action through AI-native workflows for the world's largest enterprises," said Bill McDermott, Chairman and CEO, ServiceNow. "This partnership is about reimagining how work gets done. It puts the power to build, deploy, and scale mission-critical applications into the hands of every person, in every industry, at every level. Together, we are proving that deeply integrated platforms with an open ecosystem are how the future is built."

A separate statement from Anthropic framed the partnership around embedding AI into daily work rather than using it intermittently.

"A common error enterprises make with AI is to treat it as a kind of 'bolt on' tool that you access now and then. But the way to get much better results is to make AI an integral part of how you get work done - woven into the whole range of things workers do every day. That's where you actually start to see what these systems can do, and it's what we're doing in our partnership with ServiceNow," said Dario Amodei, CEO and Co-Founder, Anthropic.

ServiceNow also highlighted healthcare and life sciences as an area for new agent-based workflows using Claude inside governed processes. It cited research analysis and claims authorisation as examples. It also referenced Claude Opus 4.5 performance on medical and life sciences benchmarks.

Claude will sit alongside ServiceNow's own models and other third-party models as part of what the company called a model choice strategy. ServiceNow said customers can access Claude across the ServiceNow AI Platform.

Airline Operations

Separately, ServiceNow said Panasonic Avionics will replace legacy CRM and billing systems with ServiceNow CRM and Now Assist, alongside integrations with Aria Billing Cloud and Tenon Marketing Automation.

Panasonic Avionics supplies in-flight engagement services. These include high-speed internet and entertainment systems. The company said its growth increased the need for a single platform and a unified view of customer operations across more than 300 airlines.

Under the expanded deployment, Panasonic Avionics will use ServiceNow for sales and order management. ServiceNow said the implementation includes Sales and Order Management for Telecommunications and Logik.ai, which it described as part of its configure-price-quote tooling. The company said these products replace legacy systems in the sales process from opportunity through to order fulfilment.

ServiceNow said Now Assist provides AI features for case resolution, proactive service recommendations and self-service automation. It linked these features to faster responses to airline customer needs and to operational efficiency.

The deployment also connects pricing and billing through Aria Billing Cloud, via the Aria Billing Studio for ServiceNow app, and adds Tenon Marketing Automation. ServiceNow said this extends the platform towards lead-to-cash processes and real-time visibility across customers and services.

ServiceNow said its platform now underpins Panasonic Avionics across the enterprise. It listed IT, customer service, engineering and HR as users. It also referenced a prior implementation of ServiceNow Customer Service Management in 2019.

"When you're supporting hundreds of airlines and thousands of aircraft, reliability and speed are mission-critical," said Paul Fipps, President of Global Customer Operations, ServiceNow. "By unifying sales, service, and billing on the ServiceNow AI Platform, Panasonic Avionics can move beyond visibility to action -- using AI to anticipate issues, guide decisions in real time, and automate work across operations."

Panasonic Avionics said the expansion builds on its existing relationship with ServiceNow and adds a foundation for future changes to its in-flight engagement business.

"Panasonic Avionics has been at the forefront of aviation innovation for more than 45 years," said Kevin Abbott, Head of Global IT, Panasonic Avionics. "Extending our relationship with ServiceNow allows us to elevate how we support our airline customers today, while building a flexible, scalable foundation that can evolve with the future of in-flight engagement."