- ServiceNow adds an agentic AI to its CRM platform
- The company criticized the market to be “exceeded” and “over-constructed”
- AI agents promise compatible resolutions with happier customers
ServiceNow seeks to face the Salesforce industry giant with its new generation CRM platform, improved with an agency AI, in order to help to considerably improve efficiency at all levels.
ServiceNow agents will connect with third-party tools and systems using open source protocols like A2A from Google and MCP from Anthropic to make the platform even more powerful.
Referring to the CRM industry as one, “dominated by over-constructed obsolete systems”, the company affirms that its updated platform will allow it to better use data that was previously corkendered, such as “calculation sheets, shared reception boxes and human middlewares”.
ServiceNow criticizes CRM
In a press release, the company revealed that the CRM is its workflow which is rapidly growing, reaching $ 1.4 billion in annual contract value and increases by 30% from one year to another. During the year 2024, the company made income of $ 10.98 billion, marking a healthy growth of 22% compared to 2023.
“ServiceNow offers a new revolutionary vision for the CRM which transforms all the customer experience around the powerful capacities of the AI,” said John Ball, the EVP and the general manager of the CRM company and the workflow of the industry.
The company has added that customer service has evolved in recent years, and customers are now expecting “personalized proactive experiences that anticipate their needs and solve problems without friction”.
ServiceNow has also compared the new generation agency agency with existing automation solutions, detailing how AI agents can dynamically determine the best action plan while taking into account a wider context for faster and more precise resolutions.
“Well beyond the renamed chatbots, we allow our customers to orchestrate sales and final services on a single platform powered by AI, helping organizations to manage the entire customer’s life cycle with greater efficiency,” added Ball.
