Frequently asked questions Expand All Collapse All What are the benefits of AI for employees?

AI helps employees work faster and more efficiently by automating repetitive and manual tasks. It can find information, automate routine requests, generate insights and documents, and route approvals without manual follow-ups. With ServiceNow EmployeeWorks, AI goes beyond answering questions. It completes tasks across departments and business systems, follows company rules and permissions, and proactively highlights what needs attention. By reducing time spent on everyday operational work, AI gives employees more capability to focus on higher-impact, strategic priorities.

What is a conversational AI chatbot?

A chatbot is an AI-powered tool that lets people ask questions or complete tasks using natural language. Unlike basic rule-based bots, conversational AI uses machine learning and natural language processing (NLP) to understand intent, respond intelligently, and take action. In the workplace, chatbots help employees find information, request support, and handle routine tasks across systems–all within a single conversation and in plain language. ServiceNow EmployeeWorks is a conversational AI experience that works from any device. It doesn’t just point you to answers, but it gets work done. It provides answers in real-time, routes approvals, updates records, and triggers workflows while respecting company rules and permissions.

What is enterprise search?

Enterprise search connects different content systems into one unified search experience, bringing together company knowledge like IT and HR policies, as well as employee content like chat messages, emails, or shared documents. With ServiceNow EmployeeWorks, employees have one place to find everything, no matter where answers live or what format it takes. And, search results are context-aware and tailored to each employee, surfacing the most relevant and accurate results each time. 

What is an AI agent?

An AI agent can take action on a user’s behalf to complete tasks. AI agents can understand intent, make decisions, and execute multi-step workflows across systems. With ServiceNow EmployeeWorks, requests can be handed off to AI agents that execute work from start to finish. Built on decades of ServiceNow workflow experience, these agents follow business rules, approval paths, and role-based permissions to complete actions accurately and in compliance with company policy.

What is an AI front door?

An AI front door is a single, conversational entry point connecting employees to the information, tools, and workflows they need to get work done. Instead of jumping between multiple systems and applications, employees can search and take action in one unified interface. With ServiceNow EmployeeWorks, the AI front door becomes the primary way for employees to search and act across all business systems.