ServiceNow Introduces Autonomous Workforce that Can Execute Work with the Scope, Authority, and Governance Required for Business

ServiceNow, the AI control tower for business reinvention, is launching Autonomous Workforce, AI specialists that can execute jobs with the scope, authority, and governance required for enterprise work.

Just two months after the Moveworks acquisition closed, the company also introduced ServiceNow EmployeeWorks, which combines Moveworks' conversational AI and enterprise search with ServiceNow’s unified portal and autonomous workflows to turn natural language requests into governed, end-to-end execution for nearly 200 million employees.

"Businesses don't need more pilots or promises. They need AI that gets work done," said Amit Zavery, president, chief product officer, and chief operating officer, ServiceNow. "The leaders realizing 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.”

ServiceNow’s Autonomous Workforce deploys AI specialists with defined roles to augment teams.

Unlike AI agents that complete individual tasks, the ServiceNow Autonomous Workforce orchestrates teams of AI specialists with roles such as a Level 1 Service Desk AI Specialist, Employee Service Agent, or Security Operations Analyst to execute work from start to finish, according to the company.

They work alongside humans, follow established processes and policies set by the organization, learn from outcomes and employee feedback, and improve over time.

The first AI specialist available out-of-the-box for customers is a Level 1 Service Desk AI Specialist. This AI specialist autonomously diagnoses and resolves common IT support requests end-to-end—password resets, software access provisioning, network troubleshooting—using enterprise knowledge bases, historical incident data, and proactive remediation workflows. It is designed to operate 24/7 with assignments aligned to specific skillsets and deliverables and escalate issues when human intervention is needed.

ServiceNow is bringing the power of Moveworks to the ServiceNow AI Platform and delivering immediate value to customers with ServiceNow EmployeeWorks, a conversational front door for the enterprise.

Available where employees already work and collaborate—whether in Teams, Slack, or on any browser—ServiceNow EmployeeWorks connects Moveworks’ conversational AI chat and deep enterprise search with ServiceNow’s unified portal and autonomous workflows, turning intent into coordinated action across systems.

The platform understands organizational structure, approvals, and authorization to execute tasks that require multi-system coordination while maintaining governance and audit trails, the company said.

"ServiceNow EmployeeWorks is one of the first AI front doors that doesn't just summarize, 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-plus-year foundation in workflow automation, we deliver consumer simplicity with enterprise reliability, including the operational guarantees that mission-critical work demands."

ServiceNow EmployeeWorks is generally available to customers now.

The first AI specialist for Autonomous Workforce, a Level 1 Service Desk AI Specialist, is in controlled availability today and expected to be generally available Q2 2026.

Moveworks continues to be offered as a standalone product within the ServiceNow portfolio.

Organizations can acquire the Moveworks platform as an independent AI solution or as an integrated component of their ServiceNow deployment, ensuring flexibility in enterprise-wide implementation.

For more information about this news, visit www.servicenow.com.