ServiceNow expands Autonomous Workforce AI specialists across IT, CRM, employee services, and security
ServiceNow announced at Knowledge 2026 a major expansion of its Autonomous Workforce, launching new AI specialists for IT, customer relationship management, employee service teams, and security and risk. The L1 IT Service Desk AI Specialist is already available and resolving assigned IT cases 99% faster than human agents. New IT AI specialists are expected in June 2026, while security and risk AI specialists are expected for preview in June 2026 and generally available in September 2026. The company expanded par...
Key takeaways
L1 IT Service Desk AI Specialist is now available and resolving assigned IT cases 99% faster than human agents
New AI specialists launching for IT, CRM, employee service teams, and security and risk
IT AI specialists expected to be available in June 2026
Security and risk AI specialists expected for preview in June 2026 and generally available in September 2026
Partnership expanded with AWS, Google Cloud, Microsoft, and NVIDIA for AI specialist deployment across customer infrastructure
23 million employees use ServiceNow's employee portal monthly, generating an estimated 40 million-plus cases annually
Customer base resolves 91% of cases without reassignment; Autonomous CRM resolves over 100 million customer cases, orchestrates over 16 million orders, and configures more than seven million quotes monthly
Key metrics
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