ServiceNow has announced major enhancements to ServiceNow EmployeeWorks, introducing new capabilities that enable employees to build and deploy AI agents without coding expertise. The developments include Productivity Assistants, automated Productivity Routines and ToolSmith, a developer environment designed to accelerate the creation of enterprise AI tools.
ServiceNow has announced major advances to ServiceNow EmployeeWorks that give employees the ability to build the AI agents their jobs demand.
These agents can complete daily tasks without human intervention and enable deep persona-based work across critical business functions. Additionally, ToolSmith, a new agentic developer environment for ServiceNow EmployeeWorks, takes complex tool-building from days to minutes, securely and at enterprise scale.
ServiceNow EmployeeWorks is powered by a third-generation employee-centric AI harness, which provides employees with intelligent context, trusted decision making and robust enterprise actions to orchestrate AI safely.
Employees build AI without code, powered by an employee-centric AI harness
While enterprise AI investment is rising, most employees still can’t build the AI their job needs. IT backlogs, developer constraints, vendor lock-in and fragmented tools mean that the people closest to the work – the ones who understand the problems best – can’t build AI solutions that take secure actions. ServiceNow EmployeeWorks helps change that.
Jacqui Canney, Chief People and AI Enablement Officer at ServiceNow, said: “AI’s real promise is to close the gap between intention and action. This era demands that business leaders redesign work around their customers’ needs. When your technology supports that goal, your employees spend less time on coordination and more time solving customer problems that require human judgement. ServiceNow EmployeeWorks makes that shift possible.”
Bhavin Shah, Senior Vice President, Employee Experience Group at ServiceNow, said: “ServiceNow combines agentic planning with governed and auditable workflows for any employee use case with intelligent employee context as the foundation. The result is an operating system for the employee experience, connecting employees to the full power of the ServiceNow AI platform across any business application or channel, in any language, which can be ready for the enterprise on day one.”
Productivity Assistants: AI assistants for contextual persona-based work
Productivity Assistants are specialised AI assistants for contextual, nuanced or persona-based work. These assistants run on the third-generation employee-centric AI harness, which combines reasoning, memory and tool interoperability, so assistants can own deep research, long-running tasks and cross-system and agent work with durable memory.
Non-coding employees can easily build the Productivity Assistants they need with admin-defined guardrails. They can tailor behaviour, content, tools and access. Pre-built assistants are also available.
HR Service Delivery: Productivity Assistants will be available for different ServiceNow products, starting with HR Service Delivery, extending service directly to managers for HR, talent, growth and hiring.
- Talent Insights Assistant: Surfaces candidate fit, hiring and organisational talent insights directly to managers, powered by integrations with Findem and Phenom.
- HR Business Partner Assistant: Handles HR needs, including approvals, case management and employee programmes, conversationally. HRBP Assistant acts as a digital twin to help scale HR teams.
- Manager Assistant: Equips managers with timely coaching, insights and team-performance visibility, unlocking information and capabilities that normally sit behind HR people and process.
ServiceNow EmployeeWorks: Two foundational Productivity Assistants are available out of the box, with the option to build more.
- Research Assistant: Investigates complex questions across internal and external sources in real time, delivering personalised answers based on role and access through a rich artefact, document or deck.
- Calendaring Assistant: Integrates directly with calendar systems, serving as a smart scheduler that can decipher complex calendars, resolve conflicts, reserve rooms, add conferencing links and more. It goes beyond typical calendar booking solutions by orchestrating nuanced requests like scheduling quarterly one-on-ones with an entire team on days that minimise disruption to project work or finding the least hectic day to bring together a team for a full-day workshop.
Productivity Routines: Employees build their own agents for proactive work
For work that’s predictable and repeatable, employees can now build and deploy Productivity Routines that run proactively in the background, helping eliminate the need to manually repeat the same tasks continuously. They execute the same steps every time and deliver finished outcomes without human intervention.
For example, a sales leader can build a Prospecting Agent that can scan their calendar for upcoming account meetings, research the account via internal and external resources and assemble a tailored asset or pitch that marries the company’s value props to the problems and pains experienced by the prospect – all before they sign on for the day.
Employees don’t need to understand backend systems, API integrations or data models. They describe what they want to automate, select the tools they need and deploy. This democratises AI, shifting the power to automate from IT and into the hands of the people who understand the work best, with governance built in.
ToolSmith: Developers vibe code enterprise-grade AI tools in minutes
ToolSmith is a new agentic developer environment that builds any automation for ServiceNow EmployeeWorks AI assistants. Developers describe what they want to accomplish in natural language and ToolSmith handles the end-to-end build of the tool.
ToolSmith is trained on over 75,000 APIs. It aligns on a plan with developers, implements integrations following the best practices and builds tools for AI agents that are optimised for token efficiency and reliability. If something breaks, it can pull the relevant logs and propose a fix. Developers can then test and refine all through the same conversational experience.
ToolSmith also identifies what to build next. It scans through logs to identify opportunities to fix, improve or invent the next best workflow. What used to take weeks, now takes minutes.
Conversations API: ServiceNow EmployeeWorks everywhere employees work
With the new Conversations API, organisations can bring ServiceNow EmployeeWorks capabilities – including Productivity Assistants, Productivity Routines and ToolSmith – directly into the tools employees already use, including custom internal applications, kiosks and other AI applications.
One unified platform, available across every channel, with no rearchitecting required.
Productivity Assistants, Productivity Routines, the employee-centric harness, ToolSmith and Conversations API are all in controlled availability.
