Enterprise service giant ServiceNow recently announced that its internally developed AI agent "Autonomous Workforce" has been put into use within the company and has achieved breakthrough progress: the agent can now independently handle 90% of employee IT service tickets.

This AI agent is not a simple chatbot, but a "digital expert" deeply integrated into the company's configuration management database (CMDB), workflow engine, and permission chain. It is capable of handling high-frequency Level 1 operational issues end-to-end, including password resets, account unlocks, software access requests, and email failures.

ServiceNow revealed that the agent has a resolution rate of over 99% for specific types of tasks, and it works much faster than traditional manual workflows. Its core advantages include:

  • Data-driven decision making: It operates based on structured workflow logic accumulated over the past 20 years, rather than just reading documents.

  • Rejecting hallucinations, precise escalation: When encountering complex issues beyond predefined permissions or knowledge, the agent actively identifies and escalates them to human experts, rather than fabricating answers.

  • Closed-loop feedback: The system monitors in real time whether tasks are truly completed (e.g., whether approvals are granted or processes are closed), ensuring the reliability of results.

Currently, some of ServiceNow's core customers have begun testing this feature. The company expects that the "Autonomous Workforce" agent will be widely available globally in the second half of 2026. With competitors like Salesforce also investing heavily in the AI operations market, ServiceNow's move undoubtedly strengthens its leadership position in the enterprise IT service management (ITSM) field.