ServiceNow unveils Autonomous Workforce & EmployeeWorks

ServiceNow has launched a new product line, Autonomous Workforce, featuring AI "specialists" designed to carry out end-to-end workplace workflows under governance and oversight. It is starting with an IT service desk role aimed at common employee requests.

The first offering, the Level 1 Service Desk AI Specialist, targets routine IT support such as password resets, software access provisioning, and network troubleshooting. It runs continuously and escalates cases to human staff when it reaches its limits or needs approval.

ServiceNow also introduced EmployeeWorks, which integrates Moveworks conversational AI and enterprise search into the ServiceNow AI Platform. EmployeeWorks accepts natural-language requests through Microsoft Teams, Slack, or a web browser and routes them through ServiceNow workflows across functions including IT and HR.

ServiceNow recently completed its acquisition of Moveworks and is positioning the combined offering as a way to connect conversational interfaces with workflow execution. EmployeeWorks is available now, while the Level 1 Service Desk AI Specialist remains in controlled availability.

Workflow focus

Autonomous Workforce centres on AI workers with defined roles inside an organisation's operating processes, which ServiceNow contrasts with single-purpose agents that complete individual tasks.

These AI specialists are positioned as digital team members, with scope and authority mapped to policies and workflows. They operate within governance controls and generate audit trails across actions and systems.

Amit Zavery, ServiceNow's President, Chief Product Officer, and Chief Operating Officer, framed the launch as a response to demand for AI that completes work rather than producing analysis.

"Businesses don't need more pilots or promises. They need AI that gets work done," said Amit Zavery, President, Chief Product Officer, and Chief Operating Officer, ServiceNow.

ServiceNow described two competing approaches to enterprise AI adoption: adding AI features to disconnected software-as-a-service products, or using a unified platform that links AI systems with workflow engines, data access, security controls, and governance. It said it is pursuing the second model.

Service desk role

The Level 1 Service Desk AI Specialist uses knowledge bases and past incident data to diagnose and resolve common IT issues. It can also trigger remediation workflows when it identifies problems that match known patterns.

ServiceNow shared performance claims based on its own internal use, saying more than 90% of employee IT requests are handled by its Autonomous Workforce. It also said the specialist resolves assigned IT cases autonomously and is "99% faster than when these cases are handled by human agents".

EmployeeWorks adds a conversational entry point so employees can request services without navigating a portal or ticketing interface. It translates intent into governed workflow execution, taking account of organisational structure, approvals, and authorisation.

Bhavin Shah, Senior Vice President and General Manager of Moveworks and AI at ServiceNow, said the focus is on completing work rather than summarising information.

"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarize, it completes the work," said Shah.

Customer context

ServiceNow included comments from customers and public sector organisations that have deployed ServiceNow and Moveworks products for employee support, including in regulated or large-scale environments.

CVS Health said compliance and security are requirements for broader AI use across internal functions.

"We need AI that can handle the complexity of health care while maintaining compliance and security for our 300,000 colleagues," said Alan Rosa, Chief Information Security Officer and Senior Vice President of Infrastructure and Operations, CVS Health.

The City of Raleigh cited its current use of ServiceNow tools to route employee requests and said it plans to expand automation in IT support.

"ServiceNow Now Assist is already resolving 98% of initial touchpoints by intelligently routing requests to the right destination, and we're excited about the potential for Autonomous Workforce to further transform how we deliver IT support, setting a new standard for a responsible, AI-powered government," said Mark Wittenburg, Chief Information Officer, City of Raleigh.

Siemens Healthineers pointed to employee time savings and satisfaction measures from an AI assistant built on Moveworks, and said the new integration could extend that into automated task completion.

"ServiceNow EmployeeWorks takes this further with autonomous workflows that complete tasks fully, giving our teams time back to innovate," said Nicole Hulst.

Moveworks will continue to be sold as a standalone product within ServiceNow's portfolio, alongside the integrated EmployeeWorks offering. The Level 1 Service Desk AI Specialist is expected to reach general availability in the second quarter of 2026.