Singapore – ServiceNow has introduced “AI Experience”, a new interface designed to simplify how businesses worldwide adopt and scale artificial intelligence across their operations.
Positioned as a unified entry point for enterprise AI, the platform aims to streamline employee interaction with AI by combining conversational, multimodal, and multilingual capabilities in one environment.
The platform addresses a common challenge faced by enterprises: managing fragmented AI tools and siloed applications that often complicate workflows. By centralising data, AI models, and workflows into a single interface, AI Experience reduces complexity, accelerates adoption, and minimises the learning curve for employees.
“By creating a unified, contextual, and intuitive AI Experience for enterprises, we’re putting AI into the flow of work, meeting users where they are and empowering them with access to workflows, data, and AI agents,” Amy Lokey, executive vice president and chief experience officer at ServiceNow, explained.
Built on the ServiceNow AI Platform, AI Experience provides role-aware AI agents that assist with a range of business needs, from offering hands-free support and task automation to analysing data trends and turning on-screen content into actionable steps.
These agents are designed to anticipate requirements, complete tasks efficiently, and deliver outcomes across multiple business functions, helping organisations work more productively and responsively.
One of the key applications of AI Experience is within customer relationship management (CRM). Unlike traditional CRM systems that act primarily as records of interaction, ServiceNow’s AI-native approach embeds automation into customer service and sales processes.
This allows businesses to resolve customer issues more quickly, generate accurate quotes, and reduce manual workload, ultimately improving efficiency, reducing costs, and enhancing customer satisfaction.
“ServiceNow is helping transform how our technology teams serve Adobe employees by connecting AI, data, and workflows across the enterprise,” Toni Vanwinkle, vice president of digital employee experience at Adobe, commented.
He added, “We’re excited about the potential of AI Experience to take this even further and open new possibilities for how employees are supported.”
By integrating with a range of large language models — including ServiceNow’s own, as well as Azure OpenAI, Anthropic Claude, and Google Gemini — enterprises can choose the most appropriate model for specific workflows.
With AI Experience, ServiceNow positions AI as the central interface for work, enabling employees to interact with technology more naturally while businesses benefit from greater productivity, streamlined operations, and improved customer engagement at scale.
