ServiceNow unveils agentic AI platform built for trust and scale

ServiceNow has unveiled a major leap forward in enterprise technology with the launch of a new platform purpose-built for the era of agentic AI, uniting artificial intelligence, data and workflow automation into a single, trusted architecture.

At a virtual media and analyst briefing ahead of its flagship Knowledge 2025 event, the cloud workflow specialist introduced the AI Control Tower, AI Agent Fabric, Workflow Data Fabric enhancements and a reimagined CRM offering, all designed to help organisations transition from fragmented tools to intelligent systems that act, learn and evolve.

"This is more than just news," said Lisa Houchin, who leads ServiceNow's industry analyst relations. "It's the next chapter of a journey we've been building for more than 20 years, now evolving into something even more powerful - a platform for agentic AI."

AI that works, not just talks

ServiceNow's Chief Innovation Officer, Dave Wright, kicked off the session by outlining the strategic foundation of the ServiceNow AI Platform.

"Businesses are demanding AI that actually works," he said. "Not features for the sake of it, but AI that works across teams, systems and strategies. Only ServiceNow can give you that on a single, unified platform."

Built natively into the platform, ServiceNow's AI tools are designed to operate across all layers - user interface, database, automation and more - and are powered by a flexible data architecture that can connect, unify and activate both structured and unstructured data.

The introduction of the AI Control Tower was a central announcement. "This is one place where you can manage, monitor and optimise all your AI assets," Wright explained. "It doesn't matter whether they're native to the platform or third-party models. It's about secure, governed, scalable AI."

Intelligent agents that take action

Dorit Zilbershot, Group Vice President of AI Experiences and Innovation, emphasised the shift from support chatbots to autonomous, collaborative AI agents.

"These aren't just assistants," she said. "They're extensions of your team. You can delegate real work to them."

ServiceNow is launching what it calls an AI Agent Fabric - a dynamic, connected layer enabling agents to collaborate across systems and vendors. "It's really the backbone of the entire AI ecosystem," Zilbershot explained. "We standardise communication between agents, orchestrators and tools - both from ServiceNow and third parties."

Microsoft, Google Cloud and Box are among the early partners enabling this multi-agent interoperability.

Zilbershot also showcased the AI Control Tower in action, offering a command centre-like view across enterprise AI assets, including deployment metrics, adoption rates, compliance risks and overall value.

"Our customers need new skills and roles to manage this AI ecosystem," she said. "We've identified that early and built the tooling they'll need."

A new layer of AI-ready data

Amit Saxena, Vice President and General Manager of Workflow Data Fabric, spotlighted enhancements that make data integration frictionless and ready for AI activation.

"Our vision is simple: connect any data, understand it, and take action," he said.

The Workflow Data Fabric now includes over 240 out-of-the-box spokes and connectors, zero-copy architecture, streaming via Apache Kafka, and integration with unstructured data sources like SharePoint and Confluence. A key update is the Workflow Data Network, which expands connectivity to over 100 corporate data partners.

"Behind all of this is our powerful data backbone - RaptorDB - that ensures speed and scale," Saxena noted.

A demo of an AI-powered retail scenario showed how the platform could seamlessly locate unavailable shoe sizes across corporate and local inventories, initiate an order and update records - all without manual intervention.

"This turns what could've been an abandoned cart into a completed sale, powered entirely by AI and data fabric," he said.

Reimagining CRM for the AI-first enterprise

ServiceNow is also positioning itself to disrupt the CRM space, traditionally dominated by legacy platforms.

"Despite billions invested, CRM hasn't delivered what it promised," said Terence Chesire, Vice President of CRM and Industry Workflows. "Omnichannel was only half the story. Resolution and fulfilment workflows were the missing piece."

ServiceNow CRM is built on the same platform that powers its service workflows, with automation, AI and orchestration integrated throughout sales, service and fulfilment operations.

Chesire walked through a demo for a telco customer resolving a connectivity issue, with AI agents triaging the incident, dispatching field technicians and even creating a follow-up sales opportunity in real time.

"This is what service to sales looks like," he said. "We orchestrate the entire journey on one platform."

The company also highlighted its recent acquisition of Logic.ai, designed to streamline the configuration, pricing and quoting (CPQ) process - often a pain point in traditional CRM tools.

"These legacy CPQ tools are outdated and slow," Chesire said. "By combining Logic's fast, flexible engine with ServiceNow's end-to-end workflows, we're offering something genuinely different."

Built for trust, value and governance

As enterprise adoption of generative AI grows, questions of governance, security and ROI are taking centre stage. ServiceNow positioned itself as a platform designed from the ground up to address these concerns.

"We don't build for consumers - we build for the enterprise," said Zilbershot. "Security, privacy, explainability and performance are in our DNA."

AI agents are available as part of ServiceNow's ProPlus and Enterprise Plus licensing tiers, with a mix of subscription and consumption pricing to ease adoption. The platform supports leading AI models including OpenAI, Mistral and Google Gemini, and is designed to support both proprietary and external agent systems.

"This is a full-stack experience," said Wright. "We manage the system of engagement, the system of record and the system of action. Others may stitch pieces together, but we're unified from the ground up."

Looking ahead, the company sees itself at the centre of a growing ecosystem of AI protocols and agent standards, including Google's Agent-to-Agent, IBM's ACP and others.

"It's not about protocol - it's about capability," said Zilbershot. "We'll support what's best for the customer, wherever they are in their journey."

As the session wrapped, ServiceNow's team was clear on its mission.

"We're not building for where AI is now," said Wright. "We're building for where it's going."