In a major announcement poised to redefine enterprise operations across the Middle East and Africa (MEA), ServiceNow has launched its Autonomous Workforce, a new class of AI specialists capable of performing full‑scope enterprise work with embedded governance, security, and workflow integrity. The company also introduced ServiceNow EmployeeWorks, a combined solution integrating Moveworks’ conversational AI with ServiceNow’s autonomous workflows aimed at transforming natural language requests into end‑to‑end, governed execution for nearly 200 million employees worldwide.
The launch comes just two months after ServiceNow completed its acquisition of Moveworks, marking one of the fastest product integrations in the AI platform race. As organizations in MEA accelerate digital reinvention, ServiceNow positioned itself distinctly against fragmented AI bolt-ons by championing a unified, workflow‑driven platform approach.
“Businesses don’t need more pilots they need AI that gets real work done.”
— Amit Zavery, President, Chief Product & Operating Officer, ServiceNow
Autonomous Workforce: AI Specialists Built for Real Enterprise Jobs
Unlike traditional AI agents that complete isolated tasks, ServiceNow’s Autonomous Workforce operates as a coordinated team of AI specialists with defined roles such as Level 1 Service Desk AI Specialist, Employee Service Agent, and Security Operations Analyst. These AI teammates work side‑by‑side with employees, follow organizational policies, learn from outcomes, and continuously improve.
ServiceNow’s first out-of-the-box specialist the Level 1 Service Desk AI Specialist is already in controlled availability. It autonomously resolves high‑volume IT issues including password resets, application access, and network troubleshooting using enterprise knowledge bases and historical incident data. Early internal results show the AI specialist is resolving more than 90% of IT requests at ServiceNow and performs tasks 99% faster than human agents.
EmployeeWorks: Conversational AI Meets Enterprise Workflow Execution
With the introduction of ServiceNow EmployeeWorks, the company has integrated Moveworks’ natural language capabilities, enterprise search, and chat interface into the ServiceNow AI Platform. Accessible across Teams, Slack, and any browser, EmployeeWorks acts as a “conversational front door,” turning employee intent into orchestrated action across multiple systems while honoring organizational policy, authorization flows, and compliance requirements.
Bhavin Shah, SVP and GM of Moveworks and AI for ServiceNow, said the integrated platform brings “consumer-level simplicity with enterprise-grade reliability,” ensuring that employee requests are not just answered but completed.
Availability
- ServiceNow EmployeeWorks is generally available today.
- The Level 1 Service Desk AI Specialist is in controlled availability, with general availability expected in Q2 2026.
- Moveworks will continue as a standalone product while also being offered as an integrated component of the ServiceNow portfolio.
