Simplifying the ServiceNow partner experience with agentic AI
At ServiceNow, we lead with AI—and so do our partners. Together, we’re turning potential into productivity with AI-powered solutions in the ServiceNow Marketplace, tailor-made for our mutual customers.
ServiceNow is relentlessly focused on helping organizations unlock exponential productivity and accelerate time to value. One of the chief ways we do that is through agentic AI—autonomous AI agents that can learn, reason, collaborate, and solve problems to put AI to work for people. Many of our partners are building their own AI agents using the ServiceNow AI Platform and discovering new ways to transform potential into productivity.
“I believe we are at the tipping point when it comes to partner technology,” says Rod Baptie, CEO of partner industry analyst Baptie & Co. “ServiceNow is at the bleeding edge developing extraordinary technologies that will change forever the way we engage with their partners. Its use of agentic AI coupled with collaboration will create a totally new level of partner engagement.”
As we work to enrich our partner ecosystem to ensure customers have access to the best solutions and expertise, we’re all-in on agentic AI. Today, I'm excited to introduce new AI digital tools to simplify the ServiceNow partner experience, helping partners maximize their returns on investment and accelerate customers’ innovation journeys.
Optimized partner relationship management
We built our own partner relationship management (PRM) system on the ServiceNow AI Platform. The PRM system gives partners visibility into all aspects of their ServiceNow practice, including their partner program requirements, quality pipeline and delivery details, opportunity management, deal registration, and leads.
We’re using AI agents to increase self-service capabilities for all members of the ecosystem, working to provide our partners with a truly agentic AI experience within our PRM system so that they can fully engage with the complete range of ServiceNow products. To further support our partners, we built and embedded agentic AI use cases in our PRM system.
Streamlined deal registration
Our new deal registration AI agent helps partners create deal registrations without lengthy forms. The AI agent takes action based on partner-provided details and can even submit deals for approval on behalf of partners.
This one-step process showcases the power of autonomous AI agents taking action to improve the partner experience.
“I’ve found registering deals using the AI agent to be very valuable as a sales leader,” says Shawn Willson, senior vice president of sales for North America at Crossfuze.
“It’s helped with adoption for our new sellers, who find the conversation intuitive and approachable. For our experienced sellers,” he adds, “it’s all about efficiency and time savings. More broadly, our account executives see it impacting their day-to-day tasks, and it has helped with their conversations with customers.”
Enhanced lead scoring
Leads delivered to partners through campaigns, the ServiceNow Marketplace, and Partner Finder require review to determine their viability. This can be quite time-consuming—until now.
Our lead-scoring AI agent uses historical data to send the partner a probability score of the lead turning into a successful deal. This allows partners to pursue leads that are likely to generate revenue faster.
“Using the partner lead assist is easy and extremely helpful,” says Megan MacDougall, business manager at CDW. “The AI agent summarizes my top opportunities so well that it helps save me time by telling me what I should focus on first. The summaries provide exactly what I need to make that first call to the customer.”
Timely customer stories
Often, partners want to document success stories with high customer satisfaction (CSAT) scores. Our customer success AI agent makes that easy.
![We expect the use of AI agents to both improve the written quality and reduce the friction and time in creating [customer success] stories. -Carey Blunt, Head of Industry and Innovation, Fujitsu](./media_13c178809142b47a3ca852d84069bad2d9fb5c660.png?width=750&format=png&optimize=medium)
When an implementation is successfully completed with a CSAT score of 4.2 (out of 5) or higher, the AI agent asks the partner if they’d like to create a success story about it to drive market awareness and new business.
If the partner says yes, the AI agent automatically creates the story based on the partner-provided details in a ServiceNow-branded template for the customer to approve. The AI agent can even post the story on Partner Finder and/or share it with the partner to post to their website, if desired.
“We are excited by the capability to have AI agents assist us with building customer success stories,” says Carey Blunt, head of industry and innovation at Fujitsu. “We expect the use of AI agents to both improve the written quality and reduce the friction and time in creating these stories. It will enable a wider range of members of our ServiceNow practice team to get involved with promoting our many customer successes.”
Together with our partners, we’re making the world work better for everyone. Our designation as a CRN Five-Star Partner Program confirms our commitment to fueling partner and customer success.