ServiceNow launches Flow, a chat-based AI service desk product

ServiceNow (NYSE: NOW) has launched Flow by ServiceNow, a conversational AI service desk product designed to handle employee IT requests through chat platforms such as Slack and Microsoft Teams, according to a company press release.

Flow is described as a standalone product that requires no infrastructure setup, implementation project, or employee training, with the company claiming it can be deployed and operational within a day. New customers can purchase and activate Flow without an existing ServiceNow relationship.

The product allows teams to resolve common requests — such as password resets, access requests, and policy questions — through chat conversations. When a request is resolved, users can automate that workflow with a single click so that Flow handles the same request automatically in the future.

Existing ServiceNow customers on AI-native pricing plans can deploy Flow at no additional procurement cost through consumption-based usage. Teams running full-scale IT service management deployments can also use Flow for specific departments or newly acquired business units.

"Flow is for companies that want to work in a completely new way. It's automation built for speed and simplicity," said Amit Zavery, president, chief operating officer, and chief product officer at ServiceNow. "We are meeting companies where their employees work every day — in conversational channels like Slack and Teams."

Flow is currently in controlled availability. General availability for North America and EMEA is expected in the fourth quarter of 2026. Customers in North America receive priority access during the initial rollout period.

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