Servicely expands agentic AI for enterprise service teams

Servicely has expanded its agentic AI functions for mid-sized enterprise service teams, with the update aimed at automating service work from start to finish.

The move comes as the IT service management market shifts toward AI systems that act on requests rather than simply assist staff. That shift has accelerated since ServiceNow bought agentic AI specialist Moveworks for USD $2.85 billion, a deal that underscored growing competition around autonomous software in workplace operations.

Founded in Australia, Servicely is positioning itself between large service management platforms and lighter tools for smaller teams. It argues that many mid-sized organisations face a choice between expensive, complex products and systems that are easier to deploy but less suited to larger operational demands.

The expansion builds on a platform that already covers IT service management and broader enterprise service workflows. The new functions include multi-agent orchestration and a conversational AI Agent Creator that lets teams configure specialist software agents through plain-language instructions rather than code.

The platform applies AI across the service workflow, including classifying, routing, resolving and closing requests, then generating knowledge from the outcome. Servicely calls this layer SoFi and describes it as its system of intelligence.

Rather than adding AI to an older software stack, Servicely says the technology is built into the platform architecture from the outset. It says that design lets service teams create and adjust their own AI agents without relying on specialist developers or lengthy implementation programs.

Dion Williams, Founder and Chief Executive Officer of Servicely, linked the update to a broader market shift.

"For thirty years, service management platforms have been systems of record. They take notes while people do the work," said Dion Williams, Founder and Chief Executive Officer of Servicely. "Agentic AI changes that. The platform shifts from recording the work to actually doing it - and that is a far bigger shift than another chatbot bolted onto the side."

Williams said the latest release lets service teams set up AI agents in natural language and have them work together across a request lifecycle.

"What we have released lets a service team describe what they want in plain language and have the platform build the agents to deliver it," Williams said. "Those agents then work together to take a request from start to finish - checking, actioning and closing it - so people are freed up for the work that genuinely needs human judgement."

Market squeeze

Part of the company's pitch rests on dissatisfaction with established vendors. As larger providers move further upmarket, pricing and implementation demands can rise, while simpler software may not support broader service operations across growing teams.

Williams said that gap has left a sizeable section of the market underserved.

"The biggest platforms have drifted upmarket and become expensive and complex to run, while the lighter tools simply aren't deep enough for larger teams," Williams said. "There is a large group of organisations caught in the middle that has been underserved for years. They want enterprise-grade automation that goes live in weeks, not a multi-year project. That is exactly who we built this for."

Williams has a long history in the sector. Before starting Servicely in 2019, he led a business that introduced ServiceNow to the Australian market and completed hundreds of service management implementations.

That background has also shaped the company's argument about control of AI tools and decision-making in service operations. Williams said the question is not just what AI can do, but who owns the platform, controls the roadmap, and determines pricing and integration choices.

"When a global platform swallows an independent AI layer, the customer's roadmap, integrations and pricing stop being their own," Williams said. "Australian organisations shouldn't have to rent that capability from offshore. They should be able to own a platform that is independent, locally accountable and built for them."

Customer result

One early customer has already reduced the time spent on a recurring finance-related service task. BUCS IT used the platform to shorten the process of assessing chargeable tickets and preparing invoices.

"Since deploying Servicely, BUCS IT has cut the time to assess chargeable tickets and prepare invoices by 92% - down from the original two days per team lead each month on the previous system," said Roland Gemmert, Head of Business Development Systems at BUCS IT.