"The centerpiece announcement was a major expansion of ServiceNow's Autonomous Workforce: a suite of AI 'specialists' that don't just assist human workers but complete entire business processes from start to finish, without human intervention."
"Early results include ServiceNow's internal AI specialist resolving IT service desk cases 99% faster than human agents. Docusign is targeting autonomous resolution of 90% of all IT tickets."
"'Advisory AI has run its course,' said Amit Zavery, ServiceNow's president and chief product officer. 'Enterprises need AI that senses, decides, and securely acts.'"
ServiceNow announced a significant shift in AI's role at Knowledge 2026, emphasizing AI as a worker rather than a helper. The company introduced its Autonomous Workforce, a suite of AI specialists capable of completing entire business processes autonomously across various functions, including IT, HR, and finance. These specialists are integrated into existing workflows and have demonstrated impressive results, such as resolving IT service desk cases 99% faster than humans. ServiceNow's president stated that enterprises require AI that can sense, decide, and act securely.
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