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ServiceNow continues its AI transformation with an integrated experience
ServiceNow has unveiled updates to its workflow management platform advancing its redefinition of itself as the “AI control tower for business reinvention” at its Knowledge customer event this week.
The AI Control Tower product itself, introduced at last year’s event, gets new integrations with Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform (GCP) and other LLM providers to extend governance and observability of enterprise infrastructure, adding to its existing links with OpenAI and Anthropic. The integrations also span applications such as SAP, Oracle, and Workday. In addition, Control Tower can now discover non-human identities and connected devices to bring OT and IoT under the same governance as AI agents and cloud services.
All this ties in to the ServiceNow Action Fabric, which opens the platform to any AI agent, whether built on ServiceNow or from another source, via a Model Context Protocol (MCP) server, the company said.
And thanks to the recent acquisition of Traceloop, Control Tower now provides more extensive observability into agent behavior at runtime. Five new risk frameworks aligned with NIST and EU Act standards offer compliance controls.
Autonomous workforceTo expand the reach of what ServiceNow calls the Autonomous Workforce, a group of specialist AI agents announced in February that began with a single L1 IT service desk agent, it has added “AI teammates” that work alongside humans in CRM, IT, employee services, and security and risk management.
The autonomous IT cohort includes an AIOps agent that detects anomalies, correlates events, and triggers remediation, and a specialist for site reliability engineering (SRE) that performs incident triage and postmortem documentation. Other new agents assist with asset lifecycle management and portfolio planning.
Autonomous CRM offers specialist agents for sales qualification and quoting, order fulfillment, managing invoice disputes, and service and renewal, and in the world of employee services, AI specialists act as digital employees with role-specific skills in HR, workplace services, legal, finance, procurement, supplier management, and health and safety.
To round out the offerings, ServiceNow announced Autonomous Security & Risk, designed to span the entire threat landscape from finding and remediating vulnerabilities through examining third party vendor risk.
Employee experienceServiceNow EmployeeWorks, the previously announced “conversational front door for the enterprise”, is now generally available. In addition, ServiceNow announced Otto, an AI assistant that unifies Now Assist, Moveworks, and AI Experience, and operates across the enterprise.
“Rather than living inside a single application, ServiceNow Otto sits across the entire enterprise, understanding intent, routing work to the right agent, and executing it to completion,” the company said. “Employees, customers, and support teams talk, chat, search, browse, analyze, and build. ServiceNow Otto is designed to handle the rest, adapting to each employee’s role and location without requiring them to know which system handles their request. Actions are governed by AI Control Tower, which can log each AI interaction, enforce enterprise policies, and provide explainability for every decision.”
Otto is already available in EmployeeWorks and the AI Control Tower, and will be rolled out in all other products “in the year ahead.”
According to Nenshad Bardoliwalla, ServiceNow’s group VP of AI products, all this means that “together with a new commercial model that bundles everything customers need to deploy AI quickly, we’ve made it clear the era of sidecar AI is over.”
What technology analyst Carmi Levy finds most interesting in these announcements is how quickly we’re seeing AI-enabled workflows extend beyond their initial entry point in IT.
“What was once the exclusive domain of senior IT leaders and planners is now filtering across all operational areas of the typical organization, including CRM, HR, IT operations, security and risk,” he said. “AI is also deeply embedded in the average worker’s desktop and is rewriting their work experiences in the process. Likewise, it puts highly autonomous tools in the hands of organizations intent on improving productivity, sharpening customer responsiveness, and driving operational efficiencies.”
Stephen Elliot, group VP at IDC, added, “The agentic focus is critical as the company continues to expand its specialist agent library. Customers can adopt these across core workflows to realize business value and increase productivity. The recent commercial pricing model complements the agentic capabilities. It meets customers where they are in their AI maturity journey enabling a pragmatic approach to adoption.”
But, he added, “Customers should consider the combination of workflows, AI, data, governance, and security as they deploy AI capabilities. No one model can do it all.”
Indeed, he said, “We are hearing from some CIOs that they are pausing some AI use cases because of the security and governance risks.”
Charles Betz, VP principal analyst at Forrester, said that ServiceNow is on the right track, especially with its continued focus on data. “The data governance, provenance, and currency issues are not trivial. Agents reasoning at machine speed over a stale graph are going to produce wrong outputs, and it’ll be data-quality-based hallucination,” he said. In addition, “documenting decision traces within the AI domain is super important.”
Levy agreed. “ServiceNow’s offerings reflect a keen understanding of where AI can drive optimal benefit throughout all areas of the business, what those workflows might look like, and how the tools and supports need to evolve,” he said.
This story originally appeared on CIO.com.
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Apple Intelligence hype cost the company $250M
The mishaps around Apple Intelligence have gone beyond denting Apple’s reputation – they have also cost the company $250 million in damages over smarter Siri delays.
Think back to the original introduction of Apple Intelligence and you might recall a promotional video that explained how a new and smarter Siri would act as your contextually-smart AI companion, helping you get things done. Almost two years later, that smarter Siri still hasn’t shipped — and while Apple has made major changes in management, AI strategy, and approach, this contextual companion isn’t now expected until later this year.
Hopefully.
Apple Intelligence can be seen as a Maps-launch style debacle on the part of the company. (Apple even had to deny that the video presentation for those features shown at WWDC 2024 (no longer officially available) was made up.)
Apple Intelligence’s $250M punishmentThe entire affair left some iPhone users unhappy, so they launched a class action lawsuit against the company for delaying introduction of the “more personalized Siri.” Apple agreed to pay $250 million to settle the case last December – a figure that works out to between $25 and $95 per device, depending on how many iPhone customers submit claims.
(Compensation is available to US customers who purchased an iPhone 15 Pro, 15 Pro Max or the iPhone 16 family of devices between June 2024 and March 2025.)
The case against the company claimed it “Promoted AI capabilities that did not exist at the time, do not exist, and will not exist for two or more years.”
To make matters worse, Apple pushed these new features after their introduction at WWDC — even linking a later iPhone update to its AI. Looking back now, this wasn’t a great idea since it made things much more embarrassing once Apple failed to deliver. That’s why the class action succeeded.
Don’t promise too muchThe lesson here is that, in general, even a snake oil salesman needs to kill a couple of snakes before putting the essence in a bottle; in this case, the snake hadn’t yet been located. Apple has not admitted any wrongdoing as part of the settlement, saying it acted in “good faith” and “reasonably” thought it had complied with all applicable rules and regulations.
Apple now appears committed to a new partner-based strategy in which it builds the very best hardware on which to run AI, allowing users to choose whichever brand of AI they want to use on-device. At the same time, Apple is focused on building Apple Intelligence as a viable alternative. This will take time, but Apple will no doubt press ahead until it gets Apple Intelligence right.
In a statement, the company told 9to5Mac: “Since the launch of Apple Intelligence, we have introduced dozens of features across many languages that are integrated across Apple’s platforms, relevant to what users do every day, and built with privacy protections at every step.”
The plot thickens (intelligently)That statement also stressed Apple’s continued focus on building those Apple Intelligence features. You could see that claim as an inevitable reaction to the criticism the company faces. I prefer to see it as confirmation that Apple has adopted the AI+ strategy, (best hardware and a choice of AI, including its own increasingly competitive Apple Intelligence brand). During last week’s earnings call, Apple CEO Tim Cook described the sheer importance of AI to its ecosystem.
“What truly sets Apple apart is how Apple Intelligence is woven into the core of our platforms, powered by Apple Silicon, and designed from the ground up to deliver intelligence that is fast, personal, and private,” he said. “This is not AI as a standalone feature, but AI as an essential intuitive part of the experience across our devices.”
More importantly, in the long run, Apple believes that by providing the best development platform it can also attract the AI developers and services it needs on which to build its future. I think this approach will succeed.
Still, as the class action settlement shows, the original introduction of Apple Intelligence may enter the history books as a classic case of hype over substance. Under internal and external pressure to regain the initiative in AI development, the company abandoned its usual conservative approach to making big claims, in which it tends to under-promise then over-deliver. Customers like nice surprises more than they enjoy empty promises; Apple usually knows that.
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Ars Asks: Share your shell and show us your tricked-out terminals!
I spend more time today than ever before interacting with terminal windows, which is something I don't think Past Me would have believed in the early '90s. Back then, poor MS-DOS was the staid whipping boy of the industry, and at least on the consumer side, graphical environments like Windows (and maybe even odder creatures like AmigaOS) seemed poised to stamp the command line into oblivion, leaving text interfaces behind as we all blasted into the ooey-GUI future.
As it turns out, though, the command line is still the best tool for some jobs—many jobs, in fact. I read a wise post some years ago (probably on Slashdot) arguing that a mouse-driven point-and-click interface essentially reduces the user to pointing at something on the screen and grunting, "DO! DO THAT!" at the computer. (The rise of right-click context menus adds the ability for the user to also grunt "MORE THINGS!" but doesn't otherwise add vocabulary.)
The command line, by contrast, gives the user the opportunity to precisely tell the computer what they want done, using words instead of one or two gestalts that the computer must interpret based on context.
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