ServiceNow unveils Autonomous Workforce & EmployeeWorks

ServiceNow has launched a new product line called Autonomous Workforce and introduced an integrated, employee-facing assistant called ServiceNow EmployeeWorks, following its acquisition of Moveworks.

Autonomous Workforce introduces AI "specialists" that can execute defined types of work with governance controls, authority settings, and traceability. ServiceNow positions them as a step beyond conversational chatbots that provide answers or recommendations but do not complete processes end to end.

EmployeeWorks brings Moveworks' conversational AI and enterprise search into the ServiceNow platform for the first time. It provides a single conversational entry point for employees, accepts natural language requests, and uses ServiceNow workflows to complete actions across connected systems. ServiceNow says the product targets "nearly 200 million employees".

Autonomous specialists

Autonomous Workforce is built around defined roles mapped to common operational functions. Examples include a Level 1 Service Desk AI Specialist, an Employee Service Agent, and a Security Operations Analyst. ServiceNow describes the approach as coordinating multiple AI specialists rather than relying on a single agent that performs isolated tasks.

The first out-of-the-box specialist is the Level 1 Service Desk AI Specialist, designed to diagnose and resolve common IT support requests such as password resets, software access provisioning, and network troubleshooting. It draws on enterprise knowledge bases, historical incident data, and remediation workflows, and can escalate cases to human staff when needed.

ServiceNow also reports early operational results, saying Autonomous Workforce is handling more than 90% of employee IT requests. It adds that the Level 1 Service Desk AI Specialist resolves assigned IT cases autonomously and "99% faster than when these cases are handled by human agents".

In its positioning, ServiceNow distinguishes between AI that generates variable answers and workflow systems that drive consistent outcomes. It argues that business processes require governance, security, auditability, and predictable operations. ServiceNow links those requirements to its AI Control Tower, described as the layer that governs and traces autonomous actions carried out through workflows.

"Businesses don't need more pilots or promises. They need AI that gets work done. The leaders realising value from AI are investing in platforms where intelligence, execution, and trust work as one system. Our platform was purpose-built for this moment. Autonomous Workforce augments human teams with AI specialists that operate with the scope, authority, and governance enterprise work demands. This is a new era of productivity and ROI, at scale," said Amit Zavery, President, Chief Product Officer, and Chief Operating Officer, ServiceNow.

Employee front door

EmployeeWorks combines Moveworks' chat and search with ServiceNow's portal and workflow tools. It is available in collaboration environments such as Teams and Slack, as well as through a browser interface.

It is designed to route requests based on organisational context-including approvals and authorisations-before executing tasks that span multiple systems. ServiceNow says it maintains governance controls and audit trails as actions are taken.

"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarise, it completes the work," said Bhavin Shah, Senior Vice President and General Manager of Moveworks and AI for ServiceNow. "Moveworks proves that when AI solves real problems elegantly, people use it. Combined with ServiceNow's 20+-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability, including the operational guarantees that mission-critical work demands," he said.

Customer references

Several organisations provided comments alongside the product announcements, spanning healthcare, local government, and industrial technology.

"We need AI that can handle the complexity of health care while maintaining compliance and security for our 300,000 colleagues," said Alan Rosa, Chief Information Security Officer and Senior Vice President of Infrastructure and Operations, CVS Health. "CVS Health builds strong relationships with partners whose platforms allow us to support our colleagues across IT, HR, and procurement. The goal is to automate repetitive tasks so our teams can focus on what matters most-delivering outstanding care and experiences to the 185 million people we serve," he said.

"Raleigh is a smart city built on innovation. We're laser focused on using AI to handle routine tasks so employees can focus on higher-level thinking and delivering the best possible services across the city," said Mark Wittenburg, Chief Information Officer, City of Raleigh. "ServiceNow Now Assist is already resolving 98% of initial touchpoints by intelligently routing requests to the right destination, and we're excited about the potential for Autonomous Workforce to further transform how we deliver IT support, setting a new standard for a responsible, AI-powered government," he said.

"At Siemens Healthineers, our 74,000 employees are pushing the boundaries of healthcare to deliver faster, better outcomes-and they need technology that keeps pace," said Nicole Hulst, Head of Digital Workflows Tooling, Siemens Healthineers. "Our AI Assistant 'Ada', built on Moveworks, saves them 5,000 hours monthly with 91% satisfaction, elevating the employee experience. ServiceNow EmployeeWorks takes this further with autonomous workflows that complete tasks fully, giving our teams time back to innovate," she said.

Product availability

EmployeeWorks is generally available, according to ServiceNow. The Level 1 Service Desk AI Specialist is expected to be generally available in Q2 2026. Moveworks will also remain available as a standalone product within ServiceNow's portfolio, with an option for organisations to deploy it independently or as part of a ServiceNow implementation.