ServiceNow expands AI specialists into CRM, employee service and security

ServiceNow added AI specialist agents at Knowledge 2026 beyond its IT service desk, covering CRM, employee service, and security and risk. The L1 IT Service Desk, CRM and employee service specialists are available now, IT specialists are due in June 2026, and security and risk specialists go to preview in June with general availability in September 2026. The company said its own IT help desk resolves assigned cases 99% faster than human agents.

• L1 IT Service Desk, CRM and employee service specialists available now
• IT specialists expected in June 2026
• Security and risk specialists: preview June 2026, general availability September 2026
• Claimed 99% faster case resolution for the L1 IT Service Desk specialist in ServiceNow's own help desk