How many companies are wrestling with this same problem: work is harder than it should be?
Employees bounce between dozens of apps just to complete a simple task. Customers repeat themselves to agents and bots that don’t remember what they said two minutes ago. And AI? Most of it has been bolted on as an afterthought. Copilots summarize or chat but can’t actually do the work. They don't help you, they just overwhelm you with meeting summaries from meetings you just attended.
That’s not what we all hoped for when AI exploded on the scene in the workplace.
Today we’re announcing AI Experience by ServiceNow—a new way to work with AI inside the enterprise. Think of it as the UI for Enterprise AI: one intelligent interface, built on the ServiceNow AI Platform, that turns prompts into action across your entire business.
Why we built it
When we started designing AI Experience, we asked some simple questions:
What if AI wasn’t another chatty sidekick in every app? What if it worked across all of your data? All of your workflows?
What if AI wasn’t another chatty sidekick in every app? What if it worked across all of your data? All of your workflows?
That meant a few things:
- AI has to understand context. Not just your words, but your role, your workflow, your data.
- AI has to take action. Summaries and suggestions are fine, but real value comes from triggering workflows, completing tasks, and resolving issues.
- AI has to be multimodal. You shouldn’t be locked into typing prompts. Sometimes you want to talk. Sometimes you want to upload a screenshot or direct AI to a webpage.
- AI has to be trustworthy. Enterprises need governance, transparency, and auditability, not black boxes.
AI Experience is the outcome of that vision.
What it does
AI Experience gives employees, customers, and partners a single interface across voice, text, image, and web—to get work done.
Here’s what that looks like in practice:
AI Voice Agents
Pick up the phone, ask for help, and get instant support—no menus, no hold times. Our AI Voice Agents understand natural language, detect sentiment, support users in their preferred language, and resolve issues instantly by connecting to your enterprise data and workflows.
- A field engineer calls in to troubleshoot equipment on-site.
- A new hire completes pre-onboarding tasks right from their mobile.
- A customer or employee requests support while traveling and gets real-time resolution.
It’s as natural as talking to a colleague, but with the full power of your enterprise behind it because it runs on the ServiceNow AI Platform and is connected to your data, your AI models, and your workflows.
AI Web Agents
Some tasks require hopping across third-party sites or apps. That’s where AI Web Agents come in. They can navigate external systems from the front end just like a human would, completing multi-step tasks on your behalf. They do not require custom backend integrations or APIs and are ideal for interacting with third-party apps with no APIs or where maintenance is too cumbersome.
Here are some example use cases for ServiceNow CRM users:
- Refund Processing: When a customer requests a refund, AI Web Agents can automatically validate eligibility, route the request for approval, and initiate the refund through external payment gateways or commerce platforms.
- Customer Service Automation: Customer support representatives can use AI Web Agents to handle customer requests via chat. They resolve issues, update shipping information, billing details, or order requirements—even when those tasks require making changes in external systems.
- Sales Enablement: Sales professionals can use AI Web Agents to auto-enrich leads and seamlessly sync pipeline data from external sources into internal systems, reducing manual effort and improving data accuracy.
Beyond CRM, AI Web Agents extend across your entire enterprise—from finance and supply chain to HR and IT.
You ask, AI Web Agents take on the job and handle the clicks. Humans can watch the process unfold in real time and provide guidance without switching between screens.
AI Lens
Not everything is text. AI Lens lets you bring visuals into the flow of work. Whether it’s a photo, screenshot, or other visual, AI Lens instantly analyzes inputs, provides insights, and drives actions across the business:
- Snap a photo of an expense receipt → AI files the report.
- Paste in a code snippet → AI identifies and fixes the error.
- Upload a product photo → AI troubleshoots and guides next steps.
With AI Lens, images become inputs.
AI Data Explorer
Enterprise data is everywhere, but insights are hard to reach and not everyone who makes decisions is up on their SQL skills.
Starting from any list, data visualization, or document on the ServiceNow AI Platform, AI Data Explorer surfaces AI-generated insights that highlight trends, anomalies, and key callouts. From there, users and teams can dive deeper—asking AI to:
- Highlight patterns in a list view.
- Generate reports or visualizations from natural language prompts.
- Summarize findings and uncover anomalies without exporting data.
It’s like giving every employee their own embedded data analyst and the company just got better at being data driven overnight.
Why it's different
AI Experience isn’t a widget bolted onto yet another SaaS app. It’s built into the ServiceNow AI Platform, a single system of action that unifies data, workflows, and AI across the enterprise.
- Context-aware: Knows who you are, what you’re working on, and what matters next.
- Action-first: Completes tasks, not just conversations.
- Multimodal: Works across voice, text, image, and web.
- Open + governed: Taps into ServiceNow AI agents and third-party AI, all secured and controlled through AI Control Tower.
- Always accessible: Available across desktop, mobile, chat, and voice—through Now Assist, Virtual Agent, third-party integrations, and more.
- Auditable: Every action is logged, explained, and visible. Only ServiceNow combines the probabilistic intelligence of AI with the predictable control of workflows so that you can put AI to work confidently even in the largest and more risk-averse enterprise environments.
We pioneered workflows. We automated them. Now we’re making them autonomous by combining intelligence and automation with an enterprise-grade platform for getting work done in any corner of your business.
The impact
With AI Experience, work stops being a maze of apps and menus. Instead, it becomes a conversation: you ask, AI acts, work gets done.
- Employees spend less time navigating systems and more time creating value.
- Customers get faster, more personal service without repeating themselves.
- Leaders gain confidence knowing every AI action is governed, explainable, and secure.
This is what we mean when we say AI Experience is the new UI for Enterprise AI.
One experience. One system of action powered by the ServiceNow AI Platform and protected by AI Control Tower.
Ready to see AI Experience in action? Try our interactive demo at servicenow.com/ai-experience
