ServiceNow has continued its commitment to deploying and leveraging agentic AI with new offerings announced in conjunction with its earnings call in late January. The company also unveiled new partnerships following recent changes to its partner program.
Agentic AI ‘control tower’ built to centralize a slew of custom and pre-built agents
The key piece of the company’s latest announcement is its new AI Agent Orchestrator. The tool will aggregate an organization’s deployed AI agents across various departments and tasks to ensure all work together on a shared goal.
In a press release announcing the orchestration tool, ServiceNow highlighted employee onboarding as a prime use case for the new tech.
“AI Agent Orchestrator helps ensure the specialized AI agents handling each of these tasks work together to achieve the broader goal — getting a new customer up and running smoothly,” the release noted.
ServiceNow has built agentic AI capabilities directly into its platform, meaning users who deploy agents can leverage all of their data within their organization’s system within the platform.
“At EY, we are committed to being both a pioneer and practical leader in AI development and deployment, creating frameworks that blend ethical governance, innovation with execution,” said Raj Sharma, EY Global Managing Partner – Growth and Innovation. “AI agents are critical to empower teams with intelligent capabilities working in collaboration between humans and AI. This is why we are working with ServiceNow and our Ecosystems partners to harness the full potential of agentic AI across our AI platforms at enterprise-scale, enabling us to integrate and contextualize data across our entire organization in real time, with the high levels of trust and transparency we need built in.”
This comes as ServiceNow also announced the availability of its AI Agent Studio, a program that allows businesses to custom-build agents for specific use cases. The custom option complements the thousands of pre-built agents focused on HR, IT, customer service, and other business areas. Additionally, several of ServiceNow’s partners, including Cognizant, Deloitte, and Accenture, build agents that are then available through the ServiceNow Store.
ServiceNow said in a statement that beginning in March, the full suite of intelligent capabilities within ServiceNow AI Agents — including AI Agent Orchestrator and AI Agent Studio — will be included at no additional cost for all Pro Plus and Enterprise Plus customers.
Oracle & Google integrations provide new ways to leverage data
Agentic AI, and other forms of the increasingly popular generative AI technology that power much of the recent automation announcements, rely on vast amounts of data to function properly. ServiceNow’s Workflow Data Fabric technology connects disparate sources of data to allow people and AI agents to better access and action insights.
ServiceNow will integrate with Oracle’s Autonomous Database and its Database 23ai offering beginning in the “second-half of this calendar year.” The integration will allow those utilizing Oracle to also leverage that data within the ServiceNow platform, allowing real-time data to impact opportunities for human and agentic AI users.
“Oracle has long been the backbone of the most demanding enterprise applications. The innovations in Oracle Database 23ai allow a single database to support vector processing and similarity searches qualified by private enterprise data,” said George Lumpkin, vice president, Autonomous Database Product Management at Oracle. “This new integration with Oracle enables ServiceNow Workflow Data Fabric to include and be conditioned by unstructured and structured data essential for next-generation agentic AI processes.”
As part of its wide-reaching agreement with Google Cloud, ServiceNow will also integrate Workflow Data Fabric with BigQuery to provide users of both new ways to access and utilize data to inform business decisions.
ServiceNow also said in a statement that it will make it easier for users to access their ServiceNow data directly within Google Workspace tools such as Sheets, and Chat integrations will allow users to troubleshoot without leaving the productivity tool they are using.
“ServiceNow and Google Cloud are fundamentally rethinking the way the enterprise runs,” said Bill McDermott, the chairman and CEO of ServiceNow. “Agentic AI is a revolution! Bringing together the incredible strengths of two of the world’s leading innovators will redefine enterprise technology. We’re putting AI to work to eliminate boundaries in any industry, anywhere in the world.”
Enhanced Google Cloud partnership brings ServiceNow to the marketplace
ServiceNow also announced a new agreement with Google Cloud to bring the platform and its full suite of workflows onto the Google Cloud Marketplace beginning later this year. Additionally, ServiceNow will make its customer relationship management (CRM), IT service management (ITSM), and security incident response (SIR) solutions available on Google Distributed Cloud (GDC).
“Businesses are seeking new ways to innovate with generative AI, optimize important workflows, and improve everyday experiences for customers,” said Thomas Kurian, the CEO of Google Cloud. “Through our expanded strategic partnership with ServiceNow, customers will now have the data foundation, development platforms, and leading foundation models to easily build gen AI applications that leverage the context and knowledge in ServiceNow– all on top of Google Cloud’s AI-optimized infrastructure.”
ServiceNow and Visa build on partnership that brought payment disputes management tech to market last year
ServiceNow also announced a new development in its strategic partnership with Visa. Now, Visa will use the ServiceNow Disputes Management, Built with Visa solution to power Visa Dispute Management Service (VDMS) and Visa DPS Dispute Analysis and Support (DAS).
The solution was the result of last year’s agreement between the two companies to leverage ServiceNow’s extensive platform to automate the management of transactional disputes. While Visa supported the development of the tool last year, it is now planning to use it to bolster its own VDMS and DAS offerings.
“Harnessing the advanced capabilities of ServiceNow’s platform will improve how we manage disputes for issuers,” said Neil Mumm, SVP & general manager at Visa DPS. “This engagement should accelerate the disputes resolution process, offering an unmatched level of service and speed to customers, building on the enhanced risk and compliance capabilities within our global managed disputes framework.”
ServiceNow kicked off January with several strategic announcements. Catch up on the changes it recently made to its partner program.