Dive Brief:
- ServiceNow plans to roll out several enhancements to its AI agent portfolio that target enterprise roadblocks to adoption, the technology vendor said Wednesday.
- An AI Agent Orchestrator will enable better communication and centralized coordination, easing information sharing and complex workflow management between agents, the company said. ServiceNow will add thousands of pre-built AI agents to its platform, in addition to an AI agent studio where customers can tailor solutions.
- The agentic features will go live in March, and Enterprise Plus customers can access them at no additional cost, according to the announcement.
Dive Insight:
ServiceNow has long been a proponent of enterprise automation — even before agentic AI was the industry’s buzzword. But as technologies have come around to enhance business process automation, the vendor has worked to keep its portfolio up-to-date.
ServiceNow initially introduced customers to agents in September 2024. Now, the vendor has nearly 1,000 customers using AI agents. Enterprises such as EY and Rolls-Royce have been among the first to try out the solutions.
“By integrating ServiceNow AI Agents, we are streamlining operations, reducing manual effort, and enabling faster, data-driven decision-making,” Rolls-Royce Head of Transformational Programmes Rachel Cameron said in the announcement.
ServiceNow also announced plans to acquire conversational AI platform Cuein earlier this month in an effort to advance its AI agent roadmap.
The company saw subscription revenue increase 21% year-over-year in Q4, for the period ending Dec. 31. CFO and President Gina Mastantuono said generative AI deals "stepped up meaningfully," in the Wednesday release.
Enterprise vendors, at large, are positioning themselves to capitalize on the latest wave of AI innovation.
Salesforce is adding 2,000 sales workers to promote its Agentforce platform, which lured 200 deals in a week with thousands more in the pipeline. The hyperscalers and many other tech vendors are working to increase agent adoption, too. Forrester found around 400 vendors are already offering agent platforms during a recent market analysis, though the degree of autonomy varies.
CIOs will want to navigate adoption plans with an eye out for potential negative impacts on workforce and security. Gartner predicted in October that AI agent abuse will be to blame for 1 in 4 enterprise breaches by 2028.
