Following its acquisition of Moveworks in late 2025, ServiceNow has integrated the company’s conversational AI and enterprise search capabilities into its AI Platform, creating what the company calls an “AI-native front door” that transforms employee conversations into completed work. The integration combines Moveworks’ AI Assistant with ServiceNow’s agentic platform, available as either a standalone product or an integrated component.
ServiceNow’s acquisition of Moveworks creates an AI-native front door that transforms employee conversations into completed work through integrated conversational AI and enterprise search.
ServiceNow EmployeeWorks serves as the conversational front door for enterprises, accessible through Teams, Slack, and web browsers. The platform connects Moveworks chat and search functionality with ServiceNow’s portal and autonomous workflows. It understands organizational structures, approvals, and authorizations while executing multi-system tasks with built-in governance and audit trails. The service is generally available to customers immediately.
The company has also introduced the Level 1 Service Desk AI Specialist, the first out-of-the-box AI specialist for the Autonomous Workforce. This specialist autonomously diagnoses and resolves IT requests end-to-end, handling tasks like password resets, software access requests, and network troubleshooting. It leverages enterprise knowledge bases, historical data, and proactive workflows. Currently in controlled availability, the Level 1 AI Specialist will reach general availability in Q2 2026.
The Autonomous Workforce platform enables 200 million employees to automate end-to-end workflows with built-in governance for agentic AI. The system shifts from a management platform to autonomous operations, with AI specialists operating 24/7 and escalating issues when necessary. The platform coordinates actions across systems like Salesforce and Workday, routing requests to the appropriate data sources, AI agents, or workflows while indexing forms and knowledge articles with proper permissions.
ServiceNow CEO Bill McDermott reports the company runs 450,000 internal AI agents with 80% autonomous support. Bhavin Shah, President of AI Platform, emphasizes that EmployeeWorks completes work rather than simply summarizing it. The integration accelerates ServiceNow’s AI roadmap, creating a unified architecture combining the workflow engine, conversational interface, and search capabilities with the combined strength of several hundred AI specialists. This integration also supports hybrid enterprise architectures and can connect cloud and on-premises systems via Integration Platform capabilities.
