"meaning those users who choose to adopt the new platform - each ServiceNow customer runs a private instance and can change to new versions at a time of their choosing - already have more AI to play with. Chief Innovation Officer Dave Wright told us ServiceNow did so simply because it wanted to get more AI into users' hands ASAP, as it believes they want it."
"The company showed a demo of an HR person receiving a notification that a job offer will soon lapse if they do not authorize it and responding by chatting with a bot to explain they are unable to sign off on the offer due to some unknown glitch. The bot authorizes the offer, diagnoses the glitch as crocked firewall config, and sends IT a ticket to fix that up."
ServiceNow launched an AI Experience shortly after the Zurich upgrade to accelerate AI availability for customers. The Zurich upgrade debuted on September 10 and included the Builder Agent coding tool. Each ServiceNow customer runs a private instance and can adopt new platform versions at their chosen time. The AI Experience centers on voice agents that drive workflows via speech and an AI Lens that reads screenshots and forms to initiate workflows. Demonstrated automation included a bot authorizing a job offer, diagnosing a firewall configuration issue, and creating an IT ticket with a recommended rollback fix. Core agentic capabilities and supporting infrastructure are scheduled for completion by the end of 2025.
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