Introducing Autonomous Workforce and ServiceNow EmployeeWorks. AI That Actually Works.

[Juergen Lindner]

Today, AI finally clocks in. 

We asked, and you responded: your AI tools don’t work how you want them to. 

Maybe you got a wall of text with perfectly structured grammar on what you should do next, but that’s not getting the job done. It left you and your team with all of the work that was supposed to go away. That’s not AI, that’s homework. 

What you’ve asked for is AI that truly owns outcomes, end-to-end, inside your governance model, with the security to trust it in production.  

Today, that's exactly what we're delivering. 

We didn't just build it. We proved it. 

When Moveworks joined ServiceNow in mid-December, our own IT helpdesk ticket volume doubled overnight. Two organizations, one service desk, twice the requests. But SLAs didn't slip. Not one. Why? Because ServiceNow was customer zero with AI co-workers that absorbed the entire surge, handling 90% of L1 IT tickets without missing a beat. We didn't just survive the stress test, we built a product out of it. And today, we're handing it to you. 

Two products, one mission: AI that gets work done. 

Today, we’re unveiling two products that connect an AI front door experience to the enterprise workflows that know your policies, processes, and business context.  It’s AI that doesn’t just talk, it does the work, too. 

ServiceNow Autonomous Workforce instantly scales your teams with AI specialists that do real jobs, not just tasks.  Deploy and delegate your AI specialist in  clicks. They run inside your governance model, learn continuously, and work around the clock. 

ServiceNow EmployeeWorks is the single AI front door for your entire workforce. Updating benefits, getting updates on a purchase request, or your PTO balance and then booking it and managing your schedule, pushing an update to your ERP – it all happens directly from chat, no tickets, no wait. Work, done. 

Autonomous Workforce: AI that does the job. 

While most of the market is still talking AI Agents, AI specialists are different. They’re not chatbots. They’re not assistants doing tasks. They own a job, end to end – the same way a new team member would. You deploy them into assignment groups using the same process you already use to onboard people. They plug into your existing Flow Designer workflows, Service Catalog, CMDB, and knowledge base. Nothing to rebuild. 

The first AI specialist – the L1 Service Desk AI Specialist – goes GA in early Q2 with the Australia release. It monitors your incident queue, self-assigns tickets it can resolve, executes workflows, respects approval chains, escalates with full context when needed, and creates a complete audit record for every action. Password resets, account unlocks, software provisioning, VPN issues – handled. 

And because it operates inside your governance model – inheriting permissions from assignment groups, respecting RBAC, following your approval chains – security and compliance teams don’t need to hold their breath. 

This is just the beginning. More AI specialists are coming throughout 2026, with highlights at Knowledge, to transform your service desk into an AI workhorse.  

But we’ve also made the front door just as powerful – resolving real problems for employees and deflecting issues before they become tickets.  

That’s where ServiceNow EmployeeWorks comes in. 

ServiceNow EmployeeWorks: One AI front door.  

Employees deserve AI that meets them anywhere, understands anything, and finishes the job. Not another portal to navigate, form to fill out, or system to find. 

ServiceNow EmployeeWorks combines Moveworks' enterprise AI experience – trusted by over 5 million employees around the world – with the next generation of Employee Center portal experiences and workflow execution. Now, from one AI front door, employees ask for what they need, and everyday, high frequency tasks and requests from any department get handled, instantly. 

Under the hood, an agentic Reasoning and Automation Engine turns natural language into execution – building complex plans, selecting the right integrations and tools, and completing multi-step workflows across systems like Workday, SAP, Coupa, ServiceNow, and more while following business rules and permissions. 

For developers and builders, Moveworks Agent Studio makes it easy to create agentic experiences through ServiceNow. It starts with 250+ enterprise-ready templates in the Moveworks AI Agent Marketplace — from looking up purchase orders in Coupa to submitting expenses in SAP Concur to completing interview feedback in Workday — all available to deploy immediately. And for all other systems, whether legacy or custom, you can build your own secure plugins to search and take action across your business processes. 

Your automations stop living behind portals nobody finds, and instead, surfaced where people already work. At ServiceNow, for example, ServiceNow EmployeeWorks was deployed in mere days, and gives nearly 30,000 employees around the world an easy-to-access surface to accelerate work like never before. 

Why this is only possible on ServiceNow. 

We are the only platform where the AI front door is actually connected to autonomous workflows that finish the job. AI specialists don't start from scratch. They inherit your CMDB, service-graph, authorization models, incident patterns, resolution playbooks, and knowledge base. All that context you’ve spent years investing in is what makes autonomous execution possible – and what separates Autonomous Workforce and ServiceNow EmployeeWorks from every AI search tool or copilot. No other vendor has the workflow layer to deliver it. 

What to do next 

February 26 – Launch Event Broadcast, 10am PT Watch the full announcement and live demo at servicenow.com/autonomous 

March 16–20 – Developer Passport at ServiceNow Community A week-long hands-on series covering Playbooks, Flows, Experiences, ReleaseOps, Studio, and Build Agent. Attend and earn the Australia Release badge. This one’s built for you. 

Q2 – General Availability L1 Service Desk AI Specialist 

Today – General Availability ServiceNow EmployeeWorks 

Learn more: servicenow.com/autonomous | servicenow.com/employeeworks 

We’ll be in the comments all week. Tell us: what are you planning to build first?