ServiceNow has held its Knowledge 2025 meeting on the new AI platform. The ambitions are clear. It’s about providing businesses with a single, consistent way for all different AI tools and intelligent agents to work together to collaborate on the fullest.
This is more than just fresh paint. We talk about deep-rooted new features and many cozy relationships with Nvidia, Microsoft, Google, Oracle and more. the aim? It seems that some celebrities like Adobe, Aptiv, NHL, Visa and Wells Fargo are already seeing it pay off to help businesses coordinate their businesses with authentic intelligence.
Most business leaders you talk about today will tell you that they are wrestling with the mess of intertwined complexity. There is constant pressure to do more with less than one another, data across the shop, often without an actual game plan for AI.
ServiceNow believes AI innovation is the answer here. It is a fundamental way to change the way your business operates, making it more resilient, more efficient and helping you handle costs.
However, the company correctly points out that throwing AI into the issue won’t cut it down. You need a clear vision and true commitment to using “agent AI.” Think of a smart, autonomous AI helper.
For businesses that are already jumping in, these AI agents clearly offer products and are increasing productivity in all sorts of ways. And it hits the bottom line: ServiceNow’s own research, Enterprise AI Maturity Index, shows that 55% of organizations using this type of agent AI have improved their gross profits. This is a huge jump compared to just 22% for those who haven’t yet been on board.
Bill McDermott, Chairman and CEO of ServiceNow, commented: “ServiceNow is igniting a new era of enterprise transformation with the ServiceNow AI platform. Unleash the full power of AI across industries, agents and workflows.
“For decades, CEOs have wanted technology to accelerate the speed of business transformation. This next-generation architecture gives us the foundation to ultimately run an integrated enterprise in real time. We are the only one that can adjust AI, data and workflows on a single platform.”
That’s not just a story. Some big names have already put ServiceNow agent AI through its paces.
Adobe uses it to speed up the automation of IT and workplace services. Think of an AI agent that handles common but time-consuming requests, such as password resets. A close-up shot? Support tickets, faster fixes, fewer staff who are happier and productive. We are also considering adding ServiceNow’s workflow data fabric and RaptordB to chew Data.Paptiv, known for working in critical industry, faster. The aim of their new partnership is to blend ServiceNow’s AI Smarts with Aptiv’s Edge Intelligence to increase automation and make things run smoothly when it really matters. The goal is to streamline how they work, help employees need quick solutions and give arena technicians a better game day. I hope this will lead to smarter and AI-driven decisions across banks. Visa plans to implement ServiceNow conflict management. Use AI agents on the ServiceNow platform to help resolve payment disputes. They seem to like what they are looking as Visa plans to run its own managed conflict services using ServiceNow’s AI.
So, what’s under the hood of this rethinked ServiceNow AI platform? It is built to connect intelligence, data, and actual execution – orchestration. The idea is to help businesses go beyond some scattered AI experiments and become the core part of how AI works.
A big part of this puzzle is what they call the “smart conversational AI engagement layer.” This allows you to perform complex tasks across a variety of systems by tapping on ServiceNow Knowledge Graph, Workflow Data Fabric and AI Agent Fabric. These clever bits are designed to connect smoothly to all kinds of enterprise data systems and AI frameworks.
This launch is clearly just the beginning of a wave of new things. We’ll see expanded partnerships, literally thousands of off-the-shelf AI agents, and the introduction of ServiceNow AI control towers.
Alongside the main platform, ServiceNow adds some additional firepower.
AI Control Tower: Think of it as a central dashboard for managing all your AI. Whether it’s ServiceNow’s own AI or a tool from other providers. It’s about paying attention to things, making sure they’re safe, and getting real value everywhere from all AI agents, models and workflows. The goals are better teamwork, solid monitoring, and actually expanding automation. No matter who builds them, you’re going to get AI agents (ServiceNow, Partners, or your own tech team) and work smoothly with a variety of tools, teams, and even vendors, such as Microsoft, Nvidia, Google, Oracle. You can share information, coordinate jobs, and generally do things together more effectively. The plan is to bring sales, order fulfillment and customer service to one platform. This means that businesses can move from responding to customer issues to being actively involved at every stage. From price quotes to updates, Apriel Nemotron 15B: This new inference LLM is built with NVIDIA. It is designed to enhance intelligent AI agents that can think and act on a large scale, promising high accuracy, fast response, reduced running costs, and faster AI in general, faster for everyone.
And it’s not just technology. ServiceNow is doubling the people who launched ServiceNow University. This is their bid to provide organizations with tools to not only increase their workforce and unlock individual possibilities, but also to drive real business change.
At the end of the day, even the smartest AI needs smart people to make the most of it.
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