ServiceNow has been named a Leader in The Forrester Wave™: Conversational AI Platforms for Employee Services, Q3 2026.
We also received the highest-possible score in eight criteria: vision, guardrails and customer data security, scalability and reliability, deployment success, domain depth, partner ecosystem, adoption, and supporting services and offerings.
Employee AI is changing quickly. Forrester describes a market that has largely shifted toward agentic architectures, where AI can reason and act on users’ goals using connected documentation, available skills, integrated workflows, and user direction.
For us, this shift points to a broader opportunity: helping people complete work across teams, systems, and processes.
We’ve built an operating system for employee experience (EX) centered on one trusted AI front door across enterprise systems, available wherever work happens. It brings together:
- AI guided by each organization’s business rules
- Experiences tailored to different roles with proactive insights
- The ability for everyone to build within enterprise controls
For chief information officers (CIOs) and chief human resources officers (CHROs), this evolution raises the bar. Employees need AI that can understand what they are trying to accomplish and help them get work done right.
Employees rarely work in one system.
A single request can span enterprise knowledge, HR systems, IT services, approvals, business applications, and workflows. Employees should not have to understand which system owns each part of the process before they can get help.
Forrester’s evaluation recognized that “ServiceNow’s vision is to serve as your organization’s front door wherever you want to work, whether that’s a chat channel or an integrated development environment. To support this vision, it prioritizes cross-provider knowledge and proactive support.” ServiceNow EmployeeWorks brings your employee-experience vision to life, helping people and AI work as one across the systems organizations already use, including those from Microsoft, Workday, and SAP.
As agentic capabilities become more common, enterprise leaders should consider three things: the breadth of enterprise context available to AI, the controls governing how it operates, and how quickly it can deliver value.
Forrester advises buyers to consider that “the context layer (and its breadth) determines usefulness to users.” Enterprise knowledge is often distributed across systems, repositories, and collaboration platforms, and that breadth ultimately influences how useful an agent can be.
At ServiceNow, our strategy prioritizes cross-provider knowledge, helping employees access relevant information without first figuring out where it lives.
ServiceNow EmployeeWorks brings that same simplicity to action, helping employees finish work across enterprise systems rather than stopping at an answer.
More capable AI also raises the stakes for governance.
Forrester’s report notes that “agentic task execution is inherently unpredictable. For customers, adopting agentic is still a learning curve.” Forrester’s evaluation of ServiceNow states, “Its guardrails enforcement and reasoning capabilities are excellent.”
ServiceNow EmployeeWorks helps your organization put AI to work within your existing processes, permissions, policies, and controls, providing the oversight you need as AI moves from delivering information to finishing work.
Forrester advises buyers to consider that vendor assistance and premade assets are key to time to value. These resources can help organizations identify high-value use cases, troubleshoot integrations, and scale faster.
Forrester’s evaluation notes that “ServiceNow’s primary strength is its commitment to ensuring customers see value from its deployment, offering a large prebuilt platform, out-of-the-box integrations and actions, and dedicated people resources to drive success.” Robinhood shows what a faster path to value can look like. After standardizing employee services on ServiceNow and creating a single front door for employee support, the company says it can now bring new teams and acquired entities live in weeks rather than months.
CVS Health shows what that can look like at enterprise scale. ServiceNow EmployeeWorks became the single front door for 300,000 colleagues, generating more than 2.5 million AI-powered conversations in less than a year, with more than 75% of colleagues returning to use the experience.
Together, these examples show two important measures of value: how quickly organizations can expand employee services and whether employees continue using the experience.
Employee AI is expanding beyond traditional IT and HR services to help people accomplish more across their workday. ServiceNow EmployeeWorks brings together AI, data, and workflows to help employees take action across enterprise systems and get work done right.
Explore what's possible with ServiceNow EmployeeWorks. For more insights into the evolving employee AI market, read The Forrester Wave™: Conversational AI Platforms for Employee Services, Q3 2026.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications.
Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. This report is part of a broader collection of Forrester resources, including interactive models, frameworks, tools, data, and access to analyst guidance. For more information, read about Forrester’s objectivity here.
