ServiceNow buys Moveworks to build AI ‘front door’

ServiceNow has completed its acquisition of AI workplace assistant specialist Moveworks, in a deal that folds the Californian start-up into the ServiceNow AI platform and extends its front-end assistant, enterprise search and reasoning tools across the workflow vendor's customer base.

The companies will combine ServiceNow's agentic AI and workflow automation with Moveworks' conversational interface and search technology. The aim is an AI-driven entry point for employee requests that feeds directly into automated back-end processes.

AI 'front door'

ServiceNow describes its platform as an AI control layer that connects applications and data across an organisation. Moveworks has built an assistant that employees use through chat tools and other interfaces.

ServiceNow said the deal will allow customers to route more employee interactions through a single conversational interface. It plans to tie those interactions into what it describes as autonomous, end-to-end workflows.

The company said this approach will span IT, HR, customer service and other functions. It expects customers to use the combined tools for tasks such as support tickets, information requests and standard approvals.

ServiceNow said the integration will sit on one architecture. It said this design will connect prompts from employees with relevant data, AI agents or workflows inside the platform.

The company did not disclose financial terms of the transaction.

ServiceNow executives said the acquisition supports a longer-term AI product strategy based on its existing workflow software.

"Moveworks accelerates ServiceNow's vision to put AI to work for people across every corner of every business," said Amit Zavery, President, Chief Operating Officer, and Chief Product Officer, ServiceNow. "With two decades of workflow intelligence built into a single architecture, we're powering the agentic AI operating system for the enterprise. Moveworks' AI Assistant plus ServiceNow's agentic platform will create an AI-native front door that turns conversations into completed work, allowing customers to resolve issues autonomously, trigger intelligent workflows, and get results - securely, responsibly, and at scale."

Customer overlap

ServiceNow and Moveworks already share around 250 mutual customers, according to the companies. The Moveworks platform integrates with more than 100 systems, including ServiceNow.

Moveworks said its tools are in use at global groups such as Siemens, Toyota and Unilever. It said its assistant and enterprise search reach 5.5 million employee users.

The company said almost 90% of its customers have deployed the assistant to their entire workforce. It positions this as evidence of broad employee usage once the system is live.

Moveworks founder and Chief Executive Bhavin Shah said the deal extends that model.

"Moveworks was founded to make work effortless, building a powerful AI assistant platform that gets work done," said Bhavin Shah, CEO of Moveworks. "By joining ServiceNow, we can now scale this agentic strategy for any organization by connecting our AI Assistant and enterprise search, powered by our Reasoning Engine, with ServiceNow's trusted workflow automation and AI governance. Together, we'll deliver secure, fast, end-to-end resolution for employees everywhere."

Existing AI usage

ServiceNow said agent-based AI is already in wide use among its customer base. It said customers use AI to shorten response times and reduce manual work on the platform.

The company also uses its own tools internally. It said AI agents at ServiceNow now resolve 90% of IT support and 89% of customer support requests without human intervention.

ServiceNow said this has cut resolution times by almost a factor of seven. It said the internal deployment serves as a reference for customers.

The combination with Moveworks will add a conversational layer on top of these workflows. It will also extend enterprise search across the data that sits in ServiceNow and connected applications.

Talent and roadmap

ServiceNow said hundreds of AI specialists from Moveworks will join its workforce. It expects them to work on product development across the AI platform.

The company said the new teams will contribute to its AI roadmap. It plans further features that interpret employee prompts, map them to the right process and complete tasks without manual steps.

ServiceNow positions its AI platform as a hub that connects legacy software, departmental applications, cloud services and AI agents. It said more than 75 billion workflows run on the platform each year.

The vendor said the Moveworks acquisition strengthens this position. It plans to roll out new joint features for employees, customers, developers and IT teams as it integrates the technology stack over time.