- ServiceNow adds Agentic AI to its CRM platform
- The company criticized the market for being “outdated” and “over -up”
- AIA agents promise contextually attentive decisions for happier customers
ServiceNow seeks to take on the industrial giant Salesforce with its next generation CRM platform, improved with Agentic AI, in an attempt to help help improve efficiency everywhere.
Service’s agents will connect with third-party tools and systems using Open Source protocols such as Google’s A2A and Anthropic’s MCP to make the platform even more powerful.
With reference to the CRM industry as one, “dominated by outdated, over -built -up systems,” the company says the updated platform will enable it to make better use of data that was previously dampened, such as “spreadsheets, shared inboxes and human middleware.”
ServiceNow criticizes CRMs
In a press release, the company revealed the CRM is its fastest growing workflow and reached $ 1.4 billion in annual contract value and grows 30% year-over years. In the financial year 2024, the company earned $ 10.98 billion in revenue and marked a healthy growth of 22% compared to 2023.
“ServiceNow delivers a groundbreaking new vision for CRM that transforms the entire customer experience around AI’s powerful abilities,” explained John Ball, the company’s EVP and GM for CRM and industry work.
The company added customer service has evolved in recent years, and customers now expect “personalized, proactive experiences that expect their needs and solve problems without friction.”
ServiceNow also compared the next generation Agentic AI with existing automation solutions in which AI agents can dynamically determine the best course of action while taking into account wider context for faster and more accurate solutions.
“Far beyond the Ommarked Chatbots, we enable our customers to orchestrate end -to sales and service on a single AI -driven platform, which helps organizations manage the entire customer’s life cycle with greater efficiency,” Ball added.
