ServiceNow has announced the launch of agentic workforce management, a groundbreaking extension of its AI agent orchestration platform. This new strategy allows employees and AI agents to work together seamlessly and securely, aiming to accelerate AI’s impact on business operations. The initiative is designed to transform IT operations, customer support, security, and software deployment by integrating AI agents into teams, enabling them to autonomously complete tasks whilst being overseen by human managers.
The introduction of agentic workforce management comes amid a decline in AI spending in digitally advanced markets such as Singapore, Japan, Australia, and India. ServiceNow’s approach seeks to bridge the gap between AI ambition and execution by ensuring that AI agents are not just task-oriented but can operate across the enterprise, learning and adapting under human guidance.
Key benefits of the agentic workforce include automating 97% of software provisioning requests and reducing IT service desk volume by 40%. Additionally, customer support cases are resolved 50% faster, showcasing the potential for improved productivity and efficiency. Jacqui Canney, chief people and AI enablement officer at ServiceNow, emphasised the importance of designing work with AI at the centre, stating, “When we design work with AI and put people at the centre, we create momentum that drives real business impact.”
ServiceNow’s single-platform model distinguishes it from competitors by allowing AI agents to function autonomously across the business, rather than in isolated silos. This integrated approach ensures that AI agents can learn from past experiences and handle new tasks within established guidelines. The company’s AI Control Tower complements this by providing governance and oversight, ensuring ethical and compliant use of AI.
As organisations increasingly adopt AI-enabled work practices, ServiceNow’s agentic workforce management offers a model for integrating AI agents with human teams to unlock higher-value work and drive innovation.
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