ServiceNow and Microsoft Expand Strategic Alliance to Modernize the Front-Office With Copilot and AI Agents
ServiceNow (NOW) announced an expanded strategic alliance with Microsoft to modernize front-office business processes through AI integration. The partnership builds on their existing collaboration of ServiceNow Now Assist and Microsoft 365 Copilot, which enables self-service capabilities within Microsoft applications. The integration allows employees to search ServiceNow knowledge base, request services, and escalate cases through Microsoft Teams. Now Assist provides contextual responses and recommendations based on enterprise domain knowledge and Microsoft 365 data. The expanded partnership aims to create an AI-first business process transformation, with availability expected by Q1 2025.
ServiceNow (NOW) ha annunciato un'alleanza strategica ampliata con Microsoft per modernizzare i processi aziendali front-office tramite integrazione dell'IA. Questa partnership si basa sulla loro collaborazione esistente con ServiceNow Now Assist e Microsoft 365 Copilot, che consente capacità di self-service all'interno delle applicazioni Microsoft. L'integrazione permette ai dipendenti di cercare nella base di conoscenze di ServiceNow, richiedere servizi e escalare casi tramite Microsoft Teams. Now Assist fornisce risposte contestuali e raccomandazioni basate sulla conoscenza del dominio aziendale e sui dati di Microsoft 365. L'alleanza ampliata mira a creare una trasformazione dei processi aziendali incentrata sull'IA, con disponibilità prevista per il Q1 2025.
ServiceNow (NOW) anunció una alianza estratégica ampliada con Microsoft para modernizar los procesos de negocio de фронт-офіс a través de la integración de IA. La asociación se basa en su colaboración existente con ServiceNow Now Assist y Microsoft 365 Copilot, que permite capacidades de autoservicio dentro de las aplicaciones de Microsoft. La integración permite a los empleados buscar en la base de conocimientos de ServiceNow, solicitar servicios y escalar casos a través de Microsoft Teams. Now Assist proporciona respuestas contextuales y recomendaciones basadas en el conocimiento del dominio empresarial y los datos de Microsoft 365. La asociación ampliada tiene como objetivo crear una transformación de los procesos empresariales centrada en la IA, con disponibilidad esperada para el primer trimestre de 2025.
ServiceNow (NOW)는 Microsoft와 인공지능 통합을 통해 프론트 오피스 비즈니스 프로세스를 현대화하기 위한 확장된 전략적 동맹을 발표했습니다. 이 파트너십은 ServiceNow Now Assist와 Microsoft 365 Copilot의 기존 협력을 기반으로 하며, 이는 Microsoft 애플리케이션 내에서 셀프 서비스 기능을 가능하게 합니다. 통합은 직원들이 ServiceNow 지식 기반을 검색하고, 서비스를 요청하며, Microsoft Teams를 통해 사건을 에스컬레이션할 수 있도록 합니다. Now Assist는 기업 도메인 지식 및 Microsoft 365 데이터에 기반한 맥락적 응답과 추천을 제공합니다. 확장된 파트너십은 인공지능 중심의 비즈니스 프로세스 변환을 목표로 하며, Q1 2025에 제공될 예정입니다.
ServiceNow (NOW) a annoncé une alliance stratégique élargie avec Microsoft pour moderniser les processus métiers en front-office grâce à l'intégration de l'IA. Ce partenariat s'appuie sur leur collaboration existante avec ServiceNow Now Assist et Microsoft 365 Copilot, qui permet des capacités de libre-service au sein des applications Microsoft. L'intégration permet aux employés de rechercher dans la base de connaissances de ServiceNow, de demander des services et d'escalader des cas à travers Microsoft Teams. Now Assist fournit des réponses contextuelles et des recommandations basées sur la connaissance du domaine d'entreprise et les données de Microsoft 365. Le partenariat élargi vise à créer une transformation des processus métiers axée sur l'IA, avec une disponibilité prévue pour le premier trimestre 2025.
ServiceNow (NOW) hat eine erweiterte strategische Allianz mit Microsoft angekündigt, um die Geschäftsprozesse im Front-Office durch KI-Integration zu modernisieren. Die Partnerschaft baut auf ihrer bestehenden Zusammenarbeit mit ServiceNow Now Assist und Microsoft 365 Copilot auf, die Selbstbedienungsfunktionen innerhalb der Microsoft-Anwendungen ermöglicht. Die Integration ermöglicht es den Mitarbeitern, in der ServiceNow-Wissensdatenbank zu suchen, Dienstleistungen anzufordern und Fälle über Microsoft Teams zu eskalieren. Now Assist liefert kontextbezogene Antworten und Empfehlungen basierend auf Unternehmenswissen und Microsoft 365-Daten. Die erweiterte Partnerschaft zielt darauf ab, eine transformation der Geschäftsprozesse mit Fokus auf KI zu schaffen, die voraussichtlich im ersten Quartal 2025 verfügbar sein wird.
- Strategic alliance expansion with Microsoft strengthens market position
- Integration of AI capabilities enhances product offering and competitive advantage
- New partnership could drive additional revenue through expanded service offerings
- Extended timeline for implementation (Q1 2025) may delay potential revenue benefits
- Heavy dependence on Microsoft partnership for AI capabilities
Insights
This strategic alliance marks a significant evolution in enterprise AI integration. The partnership combines ServiceNow's workflow automation expertise with Microsoft's Copilot technology to create a powerful front-office transformation solution. The integration enables seamless knowledge base access, service catalog interactions and live agent escalations directly within Microsoft Teams.
The technical architecture leverages both platforms' strengths - Copilot handling user interactions and task automation, while ServiceNow AI agents manage complex workflow orchestration. This creates a comprehensive solution for enterprise process automation. The planned Q1 2025 release timeline gives both companies adequate development runway while allowing enterprises to prepare their infrastructure and training protocols.
For enterprises heavily invested in Microsoft's ecosystem, this integration reduces friction in adoption and provides a natural extension of existing workflows. The focus on governance and human oversight addresses critical enterprise concerns about AI deployment.
This partnership significantly strengthens ServiceNow's competitive position in the enterprise AI market. By integrating with Microsoft's dominant enterprise software ecosystem, ServiceNow gains access to a massive installed base and creates substantial barriers to entry for competitors. The focus on front-office transformation addresses a high-value market segment where enterprises are actively seeking AI solutions.
The timing aligns with the broader enterprise AI adoption curve, as organizations move from experimentation to implementation of AI solutions. The emphasis on customizable, interoperable solutions demonstrates understanding of enterprise needs for flexible, scalable AI implementations. This positions both companies to capture significant market share in the rapidly growing enterprise AI segment.
Enhanced alliance builds on existing ServiceNow Now Assist and Microsoft 365 Copilot integration that streamlines workflows and enables self-service capabilities within Microsoft apps
Microsoft Copilot and ServiceNow AI agent collaboration will bring together two leading AI offerings to drive maximum value across every corner of a business
The news builds on years of partnership bringing new advanced cloud and AI capabilities to customers in their flow of work. Most recently, both companies introduced ServiceNow Now Assist and Microsoft 365 Copilot integration which streamlines workflows and enables self-service capabilities within Microsoft applications. Initial use cases include employee and IT scenarios where employees working in Microsoft Teams can use Copilot to search the ServiceNow knowledge base, request service catalog items through a guided, conversational experience, and ask to chat with a live agent when a case needs to be escalated. Now Assist provides employees with responses to questions as well as recommended actions and next steps in a conversational manner based on domain knowledge of the enterprise and awareness of the user’s context and organizational data from Microsoft 365 chats, email, calendar, and files.
AI-enhanced products and services are rapidly becoming a central theme for C-suite executives looking to digitally transform their businesses. With this expanded partnership, ServiceNow and Microsoft will advance their vision to reimagine the front-office with a Microsoft Copilot and ServiceNow AI agent collaboration that leverages the unique strengths of both platforms. Guided by strong governance and human oversight, these front-end agents will solve customer problems in Copilot to seamlessly connect back-end workflows. Copilot will streamline user tasks through intelligent automation, while ServiceNow AI agents orchestrate workflows, providing real-time responses to complex issues, ultimately collaborating to execute tasks on behalf of employees.
As AI transforms every corner of work, customers are migrating from legacy systems of record. Together, Microsoft and ServiceNow are innovating to help customers drive maximum value with GenAI, including through a new shared initiative to modernize their front-office. With this joint commitment, customers will benefit from customizable, interoperable solution offerings spanning ServiceNow and Microsoft products, which move customers to AI-first business processes across the enterprise.
“A strong partnership between ServiceNow and Microsoft means customers gain the best of both worlds: seamless, secure, and smart workflows,” said Jon Sigler, senior vice president, Platform and AI at ServiceNow. “By combining our strengths, we're enabling organizations to harness AI and automation in ways that fundamentally change how they work—reducing complexity, driving productivity, and helping teams move faster. This partnership isn’t just about technology; it's about setting customers up for long-term success in a digital world.”
“With Copilot as the user interface for AI, we're ushering in a new ecosystem of AI agents that allow for increased interoperability with partners like ServiceNow,” said Charles Lamanna, Corporate Vice President, Business & Industry Copilot, Microsoft. “Our strong partnership and shared vision with ServiceNow provides an opportunity to help customers transform their business processes with Copilot and agents.”
Availability
- The Now Assist integration with Microsoft 365I Copilot will be available by Q1 of calendar year 2025
- ServiceNow on Microsoft Azure is available on Azure Marketplace
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
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Media Contact
ServiceNow
Jacqueline Velasco
408-561-1937
press@servicenow.com
Source: ServiceNow
FAQ
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