Software-as-a-service company ServiceNow is set to launch a suite of AI-powered products this month, aimed at enhancing workflow automation and efficiency across enterprises.
The new offerings include AI Agent Orchestrator, AI Agent Studio, and thousands of pre-built AI agents designed to streamline operations, Sumeet Mathur, senior vice president & managing director, ServiceNow India Technology & Business Centre, told FE.
The AI Agent Orchestrator functions as a control tower, ensuring AI agents work seamlessly across systems and departments. AI Agent Studio is a no-code interface that enables businesses to build and deploy custom AI agents. Additionally, a suite of thousands of pre-built AI agents is designed to optimise operations and reduce mean-time-to-resolution, Mathur said.
“One is an AI Agent Studio, allowing anyone to build AI agents with advanced multi-agent reasoning for various industry use cases. We’ll offer predefined agents for IT, CRM, HR, security, finance, and more, enabling customers to handle common tasks out of the box. Additionally, we’ll launch an AI Agent Orchestrator and Control Tower to manage and deploy AI agents across enterprises. This will be introduced very soon,” he said.
Some of the biggest Indian MNCs are partnering with the ServiceNow platform to drive business-wide service transformation. Wipro and Cognizant are building $1 billion plus businesses on the platform, he said.
A notable success story is Wipro, which improved its IT asset management by consolidating five legacy systems into a single platform with ServiceNow. This transformation increased efficiency by automating 50% of manual tasks, boosting productivity by 25%, and saving approximately $1 million annually.
LTIMindtree reported a 30% increase in developer productivity by using Now Assist for IT Service Management (ITSM). This highlights how GenAI can automate routine tasks, allowing employees to focus on higher-value work.
“If you look at how we and the industry have evolved with AI, we’re entering a new phase.
There was a time when what we now call ‘traditional machine learning’ was the norm. Whether it was recommendation engines on Netflix or Amazon suggesting movies and products, or in the enterprise world where I work, it was about auto-categorising incidents and customer requests.
It also included providing the next best action for agents, enabling virtual chatbots, and using NLP to help employees, customers, or requesters interact seamlessly with chatbots. That was the traditional machine learning space,” Mathur said.
With these new AI-based offerings, ServiceNow aims to usher in the next phase of enterprise automation, moving from generative AI to a model where AI agents can work collaboratively with humans to enhance business operations. The launch is expected to drive further AI adoption across industries, reinforcing ServiceNow’s position as a leader in enterprise workflow solutions.
