Moveworks Advances ServiceNow AI

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Moveworks Advances ServiceNow AI

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ByDawn Christine Simmons

Moveworks Advances ServiceNow AI by transforming conversational requests into governed, executable outcomes—and I saw that future early. Years ago, through itSMF and HDI events in Silicon Valley, my first exposure to Moveworks came at a time when most organizations still viewed AI as little more than scripted chat. During those conversations, Varun Singh was already articulating possibilities many hadn’t yet imagined—AI that could reason, act, and resolve work end to end, not just answer questions.

Agentic AI, by contrast, promises measurable transformation—yet many enterprises still make a critical mistake. Instead of designing for execution, they deploy chat-only AI and expect real results. Consequently, trust erodes, governance breaks down, and outcomes stall. That is precisely where Moveworks advances agentic AI in ServiceNow—by pairing conversational intent with controlled execution.

Simply put, Now Assist makes agents better, Moveworks makes AI accessible, and together they make ServiceNow truly agentic. Therefore, organizations that continue to invest in world-class workspaces and Now Assist—while advancing them with Moveworks—move decisively from conversation to accountable action. As a result, ServiceNow evolves from a system of record into a system of action, ready for enterprise-scale agentic AI.

Databricks achieved 73% ticket deflection using Moveworks-powered AI. This outcome clearly proves that agentic AI succeeds when intent capture connects directly to execution layers.

What Agentic AI Really Means in ServiceNow

Agentic AI does more than respond. Instead, it acts, orchestrates, and learns. Within ServiceNow, this capability means AI can:

  • Interpret user intent
  • Trigger workflows automatically
  • Recommend next-best actions
  • Escalate exceptions intelligently
  • Improve continuously through feedback

Ultimately, agentic AI succeeds only when humans can see, trust, and govern those actions.

High-Value Agentic AI Opportunities by Domain

Moveworks Advances Servicenow AI. Moveworks handled intent and intelligence. Customers and internal agents described issues in natural language. Moveworks used GenAI and reasoning to: Identify intent (e.g., credit dispute, fraud inquiry, data correction) Gather missing context automatically Route requests correctly the first time ServiceNow CSM handled execution and governance. Once intent was clear, ServiceNow: Created or enriched CSM cases Applied entitlements, SLAs, and compliance rules Routed work to the correct queues Managed approvals, escalations, and audit trails in workspaces

Because agentic AI thrives on structure and scale, several ServiceNow domains deliver immediate ROI:

  • ITSM: 50–70% ticket deflection; 30–40% MTTR reduction
  • HRSD: 80–90% automation of common employee inquiries
  • CSM: Faster case resolution with SLA confidence
  • SPM: AI-driven portfolio insights with executive accountability

Why Chat-Only AI Fails at Enterprise Scale

Chat alone breaks down quickly because it:

  • Lacks ownership and accountability
  • Hides AI decision logic
  • Cannot manage SLAs or compliance
  • Offers no audit trail

According to Everest Group research, over 60% of AI initiatives fail to scale without governance. Therefore, while chat drives engagement, workspaces deliver outcomes.

The Proven Architecture: Front Door + Control Plane

Moveworks Advances ServiceNow AI. CVS Health, Moveworks advances ServiceNow AI by turning employee conversations into fast, governed outcomes at enterprise scale. By using Moveworks as the conversational front door and ServiceNow as the execution and workflow engine, CVS dramatically reduced IT support friction while maintaining compliance and control across a highly regulated environment. https://www.moveworks.com/us/en/customers

This winning model relies on three layers:

  • Moveworks captures intent conversationally
  • ServiceNow executes workflows reliably
  • Workspaces provide visibility, override, and trust

Together, this architecture accelerates work without bypassing governance.

Now Assist Chat vs. Moveworks GenAI (At a Glance)

DimensionNow Assist (ServiceNow)Moveworks GenAI
Primary roleIn-platform AI assistantEnterprise AI front door
Best forHelping agents work fasterHelping employees start work
Where it livesServiceNow workspacesTeams, Slack, Portal, Mobile
AI styleTask-assistive, workflow-awareIntent-driven, reasoning-based
ExecutionRuns inside workflowsRoutes work to ServiceNow
GovernanceNative platform controlsInherits governance via ServiceNow
Not designed to doUniversal intakeReplace workspaces

Best Practices: Designing Agentic AI That Scales

First, successful agentic AI depends on clarity, control, and confidence. Therefore, teams must:

  • Use chat for intent and workspaces for action
  • Design human-in-the-loop controls
  • Surface AI confidence and reasoning
  • Start with structured, repeatable workflows

What to Avoid: Design Mistakes That Undermine AI

Conversely, many AI programs fail due to avoidable shortcuts:

  • Replacing workspaces with chat eliminates governance
  • Hiding AI decisions destroys trust
  • Automating broken processes amplifies dysfunction
  • Over-customizing early slows adoption and ROI

Final Takeaway

  • Chat starts the conversation.
  • Workspaces deliver the outcome.
  • Moveworks Advances ServiceNow AI when both work together.

Other Moveworks Advances ServiceNow AI Resources

Association-of-Generative-AI https://www.linkedin.com/groups/13699504/
Association-of-Generative-AI https://www.linkedin.com/groups/13699504/
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