ServiceNow (NYSE: NOW) announced an expansion of its Autonomous Workforce platform, introducing new AI specialists for IT, customer relationship management, employee services, and security and risk functions at its Knowledge 2026 conference.

The company launched multiple AI specialists designed to complete end-to-end processes alongside humans. These include specialists for IT infrastructure monitoring, site reliability engineering, CRM case management, HR services, and security incident response. The L1 IT Service Desk AI Specialist is now available, with additional IT specialists expected in June 2026.

According to the company, the L1 IT Service Desk AI Specialist resolves assigned IT cases 99% faster than human agents within ServiceNow's own help desk. The AI specialists for employee services demonstrate a 91% case resolution rate without reassignment across ServiceNow's customer base.

"Advisory AI has run its course; enterprises need AI that senses, decides, and securely acts in accordance with organizational guardrails," said Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow.

The AI specialists operate on ServiceNow's platform and share operational intelligence through the Configuration Management Database and Workflow Data Fabric with Context Engine. ServiceNow stated that these capabilities are included across every product and package by default, not as add-ons.

The company has partnered with Amazon Web Services, Google Cloud, Microsoft, and NVIDIA to enable AI specialists to deploy across existing enterprise infrastructure. The specialists can leverage NVIDIA Agent Toolkit software and the NVIDIA AI-Q Deep Research specialist agent blueprint.

ServiceNow Autonomous CRM processes over 100 million customer cases monthly, orchestrates over 16 million orders, and configures more than seven million quotes, according to the company. The platform serves an estimated 23 million employees monthly through ServiceNow's employee portal.

The City of Raleigh reported a 98% deflection rate with its virtual agent implementation. Security and risk AI specialists are expected to be available for preview in June 2026 and generally available in September 2026.