New Productivity Assistants, Productivity Routines and ToolSmith enable employees and developers to create enterprise-ready AI solutions with built-in governance
ServiceNow has announced major enhancements to ServiceNow EmployeeWorks, enabling employees to build and customise AI agents for their specific roles without coding. The latest capabilities also introduce ToolSmith, an agentic development environment that helps developers build secure, enterprise-ready AI tools in minutes.
Powered by a third-generation employee-centric AI harness, ServiceNow EmployeeWorks combines intelligent context, reasoning, memory and governed workflows to help AI agents execute tasks across business applications and systems.
“AI’s real promise is to close the gap between intention and action,” said Jacqui Canney, chief people and AI enablement officer at ServiceNow. “ServiceNow EmployeeWorks enables employees to spend less time on coordination and more time solving customer problems that require human judgement.”
AI assistants tailored to employee needs
Productivity Assistants enable employees to create and customise AI assistants for specialised, role-based work, with administrator-defined guardrails. Two assistants are available out of the box:
- Research Assistant gathers information from internal and external sources to deliver personalised insights and create documents, reports and presentations.
- Calendaring Assistant manages complex scheduling, resolves calendar conflicts, books rooms and coordinates meetings across teams.
For HR Service Delivery, planned assistants include Talent Insights Assistant, which provides hiring and talent insights through integrations with Findem and Phenom; HR Business Partner Assistant, which supports HR requests, approvals and employee programmes; and Manager Assistant, which delivers coaching, workforce insights and team performance information.
Automating routine work with AI agents
Productivity Routines allow employees to build AI agents that proactively execute repeatable tasks in the background without manual intervention. For example, a sales leader can automate account research ahead of client meetings, generating tailored presentations and recommendations before the meeting begins.
Employees can create these routines by describing the task and selecting the required tools, without needing to understand APIs, backend systems or data models.
ToolSmith accelerates enterprise AI development
ToolSmith is a new agentic development environment that enables developers to build and refine tools for EmployeeWorks AI assistants using natural-language instructions. Trained on more than 75,000 APIs, it supports integration planning, implementation, testing, troubleshooting and optimisation, reducing development cycles from weeks to minutes.
ToolSmith can also analyse logs to identify opportunities to improve existing workflows or create new automations.
Bringing EmployeeWorks to existing work environments
The new Conversations API enables organisations to integrate EmployeeWorks capabilities, including Productivity Assistants, Productivity Routines and ToolSmith, into existing applications, kiosks and other AI environments without rearchitecting their systems.
Customer impact
The Salvation Army Australia has deployed its AI specialist, Goldie, to resolve nine out of ten questions without escalation, returning more than 5,000 hours to its workforce.
INRY, a Cprime company, reported a 60% reduction in internal request submission times and a 97% completion rate after replacing its legacy portal with a conversational interface powered by ServiceNow EmployeeWorks.
Availability
Productivity Assistants, Productivity Routines, the third-generation employee-centric AI harness, ToolSmith and the Conversations API are currently available in controlled availability.
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