SaaS giant ServiceNow want to move from being the ‘platform of platforms’ to the ‘AI agent of agents’ with launch of Otto and wider AI suite.

ServiceNow, the New York-listed workflow automation company whose platform processes more than 100bn transactions annually for enterprise customers, has used its Knowledge 2026 conference in Las Vegas to make a sweeping series of AI announcements it is framing as the next step in business transformation. The software giant unveiled a raft of AI-driven products it says will help enterprises move from “AI ambition to AI execution”.

The centrepiece of the announcements is ServiceNow Otto, a new enterprise AI experience that brings together conversational AI, autonomous workflows and enterprise search into a single interface. The aim is to let employees complete work end to end across systems without switching between tools.

The broader platform push spans four areas the company calls ‘sense, decide, act and secure’.

On the governance side, ServiceNow expanded its AI Control Tower, which now covers more than 30 enterprise integrations and offers real-time observability into agent behaviour, automated compliance controls and financial dashboards for tracking AI spend. New identity governance capabilities, delivered in partnership with Veza, extend oversight to human, machine and AI agent identities simultaneously.

On the execution side, the company introduced a new generation of AI specialisms for CRM, IT operations, employee experience and security. ServiceNow claims its own internal deployment of the technology already handles more than 90pc of employee IT requests, with cases resolved 99pc faster compared to human agents.

CEO Bill McDermott framed the announcements in ambitious terms, describing ServiceNow as moving from a “platform of platforms” to what he called “the AI agent of agents”. The company is targeting more than $30bn in subscription revenues by 2030, with AI expected to account for more than 30pc of annual contract value.

Customers including Honeywell, PayPal, Booking.com and the NHL were cited as live deployments of the platform.

Separately, ServiceNow announced that its university learning platform has grown to nearly 2m learners in the year since launch, up 80pc year on year, as demand for AI skills certification accelerates.

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