LAS VEGAS–(BUSINESS WIRE)–Knowledge 2026 – Today at Knowledge 2026, ServiceNow’s annual event for customers and partners, ServiceNow (NYSE: NOW), the AI control tower for business reinvention, announced ServiceNow Otto, a new AI experience that combines intelligence from Now Assist, Moveworks, and AI Experience to complete work across all departments and systems. Employees, partners, and customers ask. ServiceNow Otto takes care of the rest.
Enterprise AI has a completion problem. Other large software providers have AI within their applications that operate in compartmentalized isolation and cannot cross departments or systems to complete work. Large language models provide intelligence on problems, but they don’t connect to a managed platform with the approval chains, permissions, audit trails, and cross-system workflows required for enterprise operations. As a result, the AI can answer questions but not complete the job. Employees are still switching between applications, tracking approvals, and routing their own requests. The cost of AI continues to rise, and productivity gains remain challenging.
ServiceNow Otto is built with this very gap in mind. Rather than residing within a single application, ServiceNow Otto exists across the enterprise to understand intent and route work to the right agent to complete it. Employees, customers, and support teams talk, chat, search, browse, analyze, and build. ServiceNow Otto is designed to adapt to each employee’s role and location to handle the rest, without requiring employees to know which system will handle their request. Actions are managed by AI Control Tower, which logs each AI interaction, enforces corporate policies, and provides explainability for every decision.
“Moveworks knew what employees needed, and ServiceNow could do the job. Together, we built ServiceNow Otto, an AI experience that gets work done across any system, department, or workflow.” Bhavin Shah, Senior Vice President and General Manager, Employee Experience and AI, ServiceNow. “Employees no longer need to know where to go or who to ask. They just ask ServiceNow Otto and the rest is handled within the guardrails the company needs.”
ServiceNow Otto processes requests to completion across any department or system.
ServiceNow Otto enables multimodal interactions across any channel and autonomous orchestration of complex cross-system workflows through:
- Conversational AI: Submit your request in natural language. ServiceNow Otto is designed to understand intent and resolve it cross-functionally, without switching tools or navigating portals.
- Enterprise search: Search across documents, wikis, databases, and SharePoint to deliver personalized answers directly to your role, location, or department.
- AI voice agent: Requests are processed through natural conversation in multiple languages. There is no menu tree. There are no pending queues.
- AI data explorer: Query enterprise data in plain language and receive powerful insights and comprehensive analysis.
ServiceNow Otto is already live across the platform, including AI-driven experiences managed through ServiceNow EmployeeWorks and AI Control Tower. ServiceNow EmployeeWorks is one of the first ways organizations can experience ServiceNow Otto in action, using conversational AI to solve jobs end-to-end. After just one month of service, ServiceNow EmployeeWorks generated six deals each exceeding $1 million in new annual net new business value (NNACV). This shows that people will adopt AI when it completes real-world tasks based on a company’s context.
ServiceNow Otto provides an integrated AI experience for engaging execution across systems and workflows. Actions are based on customer data, policies, approval chains, and organizational structures to help users not only get work done faster, but also get it done right.
availability
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You can first experience ServiceNow Otto in ServiceNow EmployeeWorks and AI Control Tower.
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ServiceNow Otto will be rolled out to all products within the next year.
What customers are saying about conversational AI that gets the job done
siemens
“At Siemens, operational excellence depends on the productivity and concentration of our employees.” said Elmar Spreitzer, Head of IT Digital Infrastructure at Siemens AG: “By leveraging ServiceNow, we brought conversational AI directly to our employees, delivering seamless IT support and instant internal communications. This eliminates administrative friction, preserves knowledge within the organization, and ensures that our employees remain focused on what matters most: delivering great outcomes for Siemens customers.”
medtronic
“Empathy inspires every aspect of our work. Using ServiceNow, we completely transformed our complex internal processes and improved the employee experience.” Louise Ernewein, Principal Content Management Specialist at Medtronic. “We introduced new capabilities to our platform and built over 100 custom use cases with Moveworks and ServiceNow to help our employees quickly find what they need and focus on providing the great care our patients deserve.”
About ServiceNow
ServiceNow (NYSE: NOW) is the AI command center for business reinvention. The ServiceNow AI platform integrates with any cloud, any model, and any data source to orchestrate work flows across your enterprise. ServiceNow integrates legacy systems, departmental tools, cloud applications, and AI agents to provide a single pane of glass that connects intelligence to execution across every corner of your business. With more than 100 billion workflows running on the platform every year, ServiceNow helps organizations transform fragmented operations into coordinated, autonomous workflows that deliver measurable results. Learn how ServiceNow puts AI to work for people at www.servicenow.com.
Forward-looking statements
This press release contains “forward-looking statements” regarding expectations, beliefs, plans and intentions regarding ServiceNow Otto. Such statements include statements regarding future product features and services and the expected benefits of ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those anticipated or implied by the forward-looking statements. If any such risks or uncertainties materialize, or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from those expressed or implied by the forward-looking statements. ServiceNow assumes no obligation and does not intend to update any forward-looking statements. Factors that could cause actual results to differ materially from forward-looking statements include (i) delays, unanticipated difficulties and costs in product functionality and product implementation, (ii) changes in the regulatory environment related to AI, and (iii) uncertainty as to product functionality and whether sales will justify investments in the product. Further information regarding factors that may affect ServiceNow’s financial and other results is contained in ServiceNow’s filings with the Securities and Exchange Commission from time to time.
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