A New Agentic AI User Interface for the Now Platform

ServiceNow has introduced the AI Experience (AIx), a contextually aware, multimodal AI-driven user interface for its Now Platform. This launch marks a significant step forward in ServiceNow’s commitment to intelligent automation and user-centric ITSM solutions.

What Happened?

On 7 October 2025, ServiceNow announced the general availability of AI Experience (AIx), an innovative user interface designed to transform how users interact with the Now Platform. AIx leverages agentic AI to deliver contextually relevant suggestions, automate routine actions, and provide a seamless, intuitive experience across ITSM workflows.

Why Does It Matter?

For IT departments in medium to large enterprises, especially in Europe and Africa, AIx promises:

• Enhanced productivity through intelligent automation of routine tasks

• Improved decision-making with context-aware recommendations

• A unified, modern interface that adapts to user needs and business processes

ServiceNow’s investment in AI-driven user experience aligns with the growing demand for smarter, more efficient IT service management solutions.

Impact on ITSM:

• Accelerates digital transformation by reducing manual workload

• Supports better service delivery and user satisfaction

• Positions ServiceNow as a leader in AI-powered ITSM innovation

What Should Organisations Do?

• Evaluate the new AIx interface as part of your ongoing ServiceNow deployment

• Engage with ServiceNow representatives to explore how AIx can be tailored to your organisation’s needs

• Monitor upcoming releases and enhancements to maximise the value of your ITSM investment