ServiceNow has revamped its marketplace of “ready-to-use” applications and integrations: the ServiceNow Store.
Now, it will include a new category of listings: AI agents.
Like the others, the AI agents category will include solutions from both ServiceNow and its partners.
At launch, those partner AI agents include offerings from Accenture, Delloite, and HCLTech, alongside many other brands.
These AI agents can perform various tasks, from predicting customer churn and improving knowledge articles to optimizing renewals and generating monthly newsletters.
Industry-specific agents are also available across healthcare, financial services, and beyond.
Yet, this is just the beginning, and ServiceNow will rapidly expand its listings as it security-certifies all agents to ensure they don’t introduce risk to any ServiceNow instance.
As the reviews roll in, it may also spotlight those agents driving the most meaningful results across its deep install base.
Alongside the new marketplace category, ServiceNow is adding a native store assistant that provides personalized, AI-generated recommendations.
These recommendations consider a user’s existing applications, integrations, and agents alongside customer prompts as to what they are looking for.
Lastly, ServiceNow is introducing an “elevated” interface, as pictured below.
The refreshed UI aims to further improve searchability so customers can – again – better isolate the best-placed solutions for them.
Celebrating the announcement, Alix Douglas, Group VP of Global Technology Partnerships at ServiceNow, wrote in a company blog:
With the improved ServiceNow Store, it’s easier than ever to tap into our partners’ business, industry, and technology expertise—and get even more from your investment in ServiceNow.
Douglas went on to share many examples of apps and integrations that have proven powerful in extending the ServiceNow platform.
For instance, she spotlighted how IT departments may tap AutomatePro to accelerate key phases of the DevOps cycle, including documentation, testing, and upgrades.
Another example is Nicus, which allows access to “enterprise-scale IT financial management” tools.
Yet, perhaps most interestingly – from a CX perspective – Douglas highlighted Tenon.
Built on the ServiceNow platform, Tenon offers a solution that combines marketing workflows and automation in a single system.
The solution plugs a gap within the ServiceNow CRM ecosystem, which includes rapidly advancing customer service, sales, and order management solutions.
Now, Ben Person, CEO and Co-Founder of Tenon, hopes the reimagined marketplace will introduce more of ServiceNow’s burgeoning CRM base to his brand. He said:
With a more intuitive interface and new industry- and department-specific organization, teams can quickly discover the apps that drive efficiency and maximize their investment in ServiceNow.
On CRM, ServiceNow is plotting to make more big moves in the space.
Indeed, CEO Bill McDermott shared his intention to be the CRM “market leader” when announcing the recent $2.8BN Moveworks acquisition.
Meanwhile, the ITSM giant is also building out its relationships with partners that have close relationships with front-office leaders and initiating itself with this type of buyer.
Most recently, ServiceNow teamed up with Genesys to announce a unified CRM-CCaaS offering.
More on ServiceNow’s Agentic AI Story (So Far!)
With deep experience in supporting enterprises in building out cross-functional workflows, ServiceNow is well-positioned to seize the opportunity presented by AI agents.
Already, it has let thousands of customizable agents loose across its ecosystem and launched an AI Agent Studio so customers can create their own.
The tech giant also released an AI Agent Orchestrator to coordinate multiple agents and automate multi-step enterprise flows.
Yet, central to its vision is the idea of ServiceNow being a “control tower” from which its customers can monitor, optimize, and extend the AI workforce.
That vision culminated in the launch of ServiceNow’s Yokohama Platform last month.
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