Enterprise Knowledge Search · IT Operations Automation
ServiceNow wanted HR and IT support to feel like one intelligent employee experience instead of a patchwork of tools, handoffs, and repetitive questions that slowed onboarding, benefits help, learning, and day-to-day employee support.
Reported impact
ServiceNow resolves HR queries 20 times faster, saves 410,000 hours annually through AI-powered search and virtual agent capabilities, avoided $17.7 million annually through self-service HR services, achieved 81% employee digital experience satisfaction, and reached 81% employee engagement in AI learning and skills development.
ServiceNow rebuilt employee experience by putting HR, IT, and workers on the same ServiceNow AI Platform. Instead of managing requests through separate tools, the company now uses shared workflows where AI Agents and Now Assist answer common questions, route cases, summarize knowledge, and automate approvals across onboarding, benefits, learning, and other employee journeys. AI-powered search and virtual-agent capabilities provide the self-service front end, while coordinated workflows let HR and IT act on the same data rather than pass work back and forth. Manager Hub extends the same platform to supervisors so performance and hiring work stay inside the unified experience. Because playbook automation and AI-generated recommendations are embedded directly into operations, ServiceNow has turned employee support into an AI-augmented system of action that scales both day-to-day service and broader learning engagement.
Employees begin with AI-powered search or Virtual Agent for onboarding, benefits, learning, and everyday questions. AI Agents and Now Assist then route, summarize, and automate the underlying HR and IT workflows on the shared platform, while managers use the same system to act on performance and hiring activities without leaving the unified experience.
410,000 hours saved annually through AI-powered search and virtual agent capabilities.
AI Agents and Now Assist serve as the connective intelligence across this ecosystem.
Resolving HR queries 20x faster, as teams streamline support through shared workflows.
Routine requests, onboarding, and learning now draw from the same system of record.
Today, HR, IT, and employees work side-by-side on the ServiceNow AI Platform, sharing data, workflows, and insights to solve problems as a team.
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