Is ServiceNow Becoming an AI Powerhouse?

ServiceNow is hosting its Knowledge 2025 event, where the company has announced a bunch of new AI updates. The announcements focus on three key areas: a reimagined AI-powered CRM, a new AI Control Tower, and the introduction of AI Agent Fabric for multi-agent coordination. So, let’s take a closer look at ServiceNow’s latest AI updates: 

ServiceNow Launches Unified AI CRM 

ServiceNow has unveiled its new CRM platform, which takes the AI-first approach. It aims to consolidate sales, fulfillment, and customer service into a single system. The company is positioning it as an alternative to legacy CRM systems, which it says often isolate front-end operations and create inefficiencies across customer touchpoints.

The new CRM from the company integrates AI agents, which are capable of managing tasks autonomously, from resolving customer inquiries to managing workflows across departments. These agents are already being used internally at ServiceNow to automate over a third of support case workflows. The platform is built to reduce the need for switching between systems and to help sales and support teams work more efficiently.

If we go by the shared press release from ServiceNow, its CRM has become its fastest growing business unit. It has reached $1.4 billion in annual contract value, up 30% year-over-year as of the end of 2024. However, that’s not all. The company recently acquired Logik.ai, a composable CPQ solution provider, to strengthen this offering further.

AI Control Tower Introduced for Governance and Oversight 

In another major announcement, ServiceNow revealed its AI Control Tower. It is a centralized command center for managing AI agents, models, and workflows, whether built by ServiceNow or third parties. The Control Tower is designed to help organizations maintain visibility and align AI initiatives with business goals.

The AI Control Tower allows companies to monitor performance, mitigate risks, and assign human oversight to AI-driven processes. It also gives tools for lifecycle management and impact reporting to help enterprises measure returns on AI investments.

AI Agent Fabric Enables Multi-Agent Collaboration 

In order to complement the new AI Control Tower, ServiceNow has also unveiled a new AI Agent Fabric. This new system allows communication between AI agents and models across platforms. It supports both ServiceNow’s native tools and third-party agents. 

Furthermore, the company is also working with a wide range of partners, including Google Cloud, Microsoft, Adobe, and Cisco, to build integrations that extend this capability across external platforms and business systems. 

That’s all the new AI updates from ServiceNow. In addition, the company has announced several new partnerships from its Knowledge 2025 event. For example, the company has partnered with UKG to automate HR, payroll, and workforce management tasks. It has also partnered with NVIDIA to fuel a new class of intelligent AI agents across the enterprise. 

So, with all the latest AI updates, partnerships, and a clear focus on enterprise automation, one thing is clear: ServiceNow is making a strong case for itself. While it may not rival Big Tech just yet, it’s certainly carving out a powerful niche in enterprise AI, and the momentum shows no signs of slowing down.