ServiceNow has unveiled its most ambitious product update to date with the release of Now Platform Xanadu, introducing AI agents poised to revolutionize how enterprises operate. Targeting CIOs, CTOs, and other C-suite executives responsible for steering their organizations into the future, ServiceNow’s new AI agents promise unparalleled automation and efficiency, offering solutions that can fundamentally change how businesses manage IT, customer service, procurement, and more.

“We’re putting AI to work for people, not just creating tools, but fully integrated solutions that scale with enterprise needs,” said Bill McDermott, CEO of ServiceNow. “This is where AI meets business transformation in its most powerful form.”

AI Agents: The Future of Autonomous Enterprise Operations

ServiceNow’s latest release marks a critical shift from reactive to proactive enterprise operations. The AI agents are designed to work autonomously, taking on tasks that traditionally required significant human oversight. These agents integrate seamlessly into workflows, operating within the company’s Now Platform to manage IT service management, customer service, procurement, and HR functions.

“These agents are designed to work 24/7, handling complex tasks without needing breaks, and their advanced reasoning capabilities mean they can tackle intricate processes with minimal human intervention,” McDermott explained. For enterprise leaders, this means massive reductions in operational costs and exponential gains in productivity. McDermott noted that businesses can “improve productivity by 300% or more just by leveraging these AI tools.”

The AI agents are more than simple task processors—they offer advanced reasoning capabilities, learning from context to make decisions and execute actions across various departments. “We envision AI agents being able to learn and adapt, enhancing decision-making processes within enterprises,” said Jon Sigler, Senior Vice President of Platform and AI at ServiceNow.

These capabilities are essential for enterprises that require rapid decision-making, especially in industries like financial services, healthcare, and retail. According to McDermott, “The AI agents are designed to handle the full complexity of enterprise workflows, providing end-to-end automation that is reliable, scalable, and flexible to meet the diverse needs of our clients.”

Accelerating Enterprise-Level Efficiency

For CIOs and CTOs, operational efficiency remains a top priority, and ServiceNow’s AI agents are designed to deliver immediate results. “The focus is on driving down costs while improving response times and accuracy across all business functions,” said Dorit Zilbershot, Vice President of AI Product Management at ServiceNow. “The ability of AI agents to work autonomously, but with human oversight, gives businesses the best of both worlds—speed and control.”

The AI agents are integrated with Now Assist, the company’s generative AI platform, which ensures that businesses have the tools necessary to build, customize, and scale AI-driven workflows. Sigler highlighted the importance of “seamlessly integrating these capabilities into existing systems to create a smooth transition for organizations.”

With AI agents handling many repetitive and time-consuming tasks, businesses can focus more on innovation and strategic initiatives. “By automating core operations, executives can now concentrate on high-level strategic goals rather than being bogged down by daily operational issues,” said Joe Davis, Senior Vice President for Platform Engineering at ServiceNow.

Human-AI Collaboration: Balancing Autonomy with Oversight

One of the key differentiators of ServiceNow’s AI agents is their ability to collaborate with human employees. McDermott emphasized that “AI agents are not here to replace jobs; they’re here to enhance human productivity and reduce the mundane, repetitive tasks that often slow down workflows.”

For enterprise-level executives, this presents an opportunity to scale operations without significant increases in headcount. “Businesses can see substantial improvements in areas like IT service management, where AI agents can handle up to 90% of incoming tickets, leaving human agents to focus on more complex, high-value tasks,” McDermott explained.

Executives in industries with high compliance requirements, such as healthcare or finance, can be assured that human oversight remains part of the AI agent’s operation. “Governance and compliance are built into these AI systems. Enterprises can set the parameters and governance levels they need, ensuring they stay compliant with industry regulations,” said Zilbershot.

Customization at Scale: Empowering Enterprises

The Now Assist Skill Kit, which is included in the Xanadu release, allows organizations to customize AI agents for specific use cases. CIOs and CTOs can leverage the Skill Kit to build, test, and deploy their own AI capabilities based on enterprise-specific needs, ensuring that their AI-driven operations align with their business goals.

“This is about giving businesses control over how they implement AI,” said McDermott. “You can build AI agents that are tailor-made for your industry, your processes, and your customers.”

For example, in financial services, AI agents can be customized to streamline the process of managing compliance and regulatory updates, ensuring that each workflow is aligned with real-time industry standards. “We’re seeing enterprises integrate AI agents into their core operations in ways that directly enhance regulatory compliance, risk management, and customer service,” noted Joe Davis.

Meeting Global Demand: Scaling Across Industries

ServiceNow’s AI agents are not just for IT and customer service. The Xanadu release also introduces industry-specific solutions for sectors like telecommunications, media, financial services, and the public sector. According to McDermott, “Every industry can benefit from AI-driven automation, but the key is in creating solutions that fit the unique demands of each market.”

In the telecommunications sector, for instance, AI agents can autonomously manage customer service issues, diagnosing and resolving technical problems in real-time. “We’re reducing resolution times drastically by allowing AI agents to handle first-level inquiries and escalate only the most complex issues to human agents,” said McDermott.

In the financial services industry, AI agents can process claims and manage transactions without the need for human intervention, further accelerating efficiency. “Our AI-driven solutions are designed to deliver faster outcomes with fewer errors, which is critical in financial services,” added McDermott.

A Game-Changer for Enterprise Leaders

For CEOs, CIOs, and CTOs, the potential of ServiceNow’s AI agents lies in their ability to drive both operational efficiency and long-term strategic gains. “This is the future of enterprise automation, and the businesses that adopt AI agents now will be the ones leading their industries in the next five to ten years,” McDermott stated.

$7 Billion Revenue company, @ServiceNow goes all in on AI Agents — (their CEO @BillRMcDermott
is a Tech Legend & the most cool/colorful man in the world)https://t.co/qbMubVRYNQ

— Mike (@4KTV) September 10, 2024

ServiceNow’s approach emphasizes scalability and flexibility, allowing businesses to grow their AI capabilities as they expand. “Our goal is to provide businesses with the AI tools they need today while setting them up for the future,” said Sigler. “As AI continues to evolve, so will the capabilities of our platform, ensuring that our clients are always ahead of the curve.”

The Path to Full Automation

As AI continues to transform the enterprise landscape, ServiceNow’s AI agents are positioned to lead the charge. “We are just scratching the surface of what’s possible with AI in business,” McDermott said. “The next few years will see AI agents managing increasingly complex workflows, enabling companies to run smarter, faster, and more efficiently.”

For enterprise leaders, the message is clear: AI is not just a buzzword—it’s a fundamental part of the future of business. “ServiceNow is setting the standard for AI in enterprise automation, and this release is a monumental step toward achieving full business transformation,” concluded McDermott.

As businesses continue to integrate AI into their operations, the opportunities for growth, innovation, and efficiency are limitless. “We’re putting AI to work for people and for businesses, creating a future where operations are smarter, faster, and more seamless than ever,” McDermott said.