At its annual Government Forum, ServiceNow unveiled a series of new AI-driven solutions designed to help public sector organizations deliver mission-critical outcomes more efficiently. The announcements include ServiceNow EmployeeWorks, a new AI-powered employee experience platform, and Autonomous Workforce, a system of AI specialists designed to perform complex operational tasks within secure government environments.
The launch comes shortly after ServiceNow completed its acquisition of Moveworks, whose conversational AI and enterprise search capabilities now play a central role in the new offerings. By integrating Moveworks’ technology with the ServiceNow Employee Center, the company has created EmployeeWorks an “AI front door” that enables government employees to interact with systems, request services, and trigger workflows using natural language.
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Public sector organizations often rely on multiple disconnected systems while managing workforce transitions and increasing service expectations from citizens. These fragmented systems can slow critical processes such as procurement, personnel management, and emergency response. ServiceNow’s AI platform aims to address these challenges by connecting AI directly to enterprise workflows, enabling agencies to coordinate actions across systems, departments, and cloud environments while maintaining strict governance and compliance standards.
Chris Bedi, ServiceNow’s Chief Customer Officer and Enterprise AI Advisor, said agencies are under growing pressure to improve efficiency and innovation while implementing AI solutions that deliver real results. He explained that ServiceNow’s platform enables organizations to orchestrate AI across multiple systems while maintaining oversight and governance.
ServiceNow EmployeeWorks allows government employees to submit requests, access information, and initiate workflows using conversational interfaces embedded within the collaboration tools they already use. By eliminating manual steps and reducing the need to switch between applications, the platform aims to improve productivity and deliver a more intuitive, consumer-grade digital experience for public sector employees.
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ServiceNow also introduced Autonomous Workforce, which deploys AI specialists that work alongside human teams to handle routine and high-volume tasks. These AI specialists operate within secure environments such as Government Community Cloud (GCC) and National Security Cloud (NSC) while adhering to public sector governance requirements.
The first AI specialist available through the platform is a Level 1 IT Service Desk AI Specialist capable of resolving common support requests such as password resets, software access issues, and network troubleshooting. The system uses organizational knowledge bases and historical data to resolve issues autonomously while escalating complex cases to human staff when needed.
ServiceNow is also offering public sector organizations additional implementation support through its Autonomous FastStart program, available to the first 50 government and education customers through April 2026. The initiative includes AI deployment assistance and strategic workshops to help agencies identify opportunities for automation.
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