ServiceNow & Moveworks: Driving Enterprise AI Adoption

ServiceNow has signed a definitive agreement to acquire Moveworks for US$2.85bn – combining ServiceNow's AI-powered workflow automation technology with Moveworks' enterprise AI assistant and search capabilities to accelerate AI adoption across organisations.

The transaction is expected to close in the second half of 2025, subject to regulatory approvals and customary closing conditions.

The acquisition builds on existing collaboration between the two companies.

ServiceNow is already among Moveworks' more than 100 technology integrations and the companies share approximately 250 mutual customers.

Now, ServiceNow sees the acquisition as a strategic move to extend its AI capabilities to more employees across organisations.

ServiceNow and Moveworks integration to transform enterprise AI adoption

Whilst ServiceNow's AI technologies allow businesses to automate repetitive tasks and streamline processes across departments such as human resources, customer relationship management, finance and IT – Moveworks brings advanced AI assistant technology that provides employees with an intuitive interface to search for information and perform actions across enterprise systems.

This front-end technology complements ServiceNow's strengths in back-end workflow automation.

“With the acquisition of Moveworks, ServiceNow will take another giant leap forward in agentic AI-powered business transformation,” says Amit Zavery, President, Chief Operating Officer, and Chief Product Officer at ServiceNow.

“As agentic AI and enterprise-grade search forever change how we work, ServiceNow moved early to empower employees through AI.

“Moveworks' talented team and elegant AI-first experience, combined with ServiceNow's powerful AI-driven workflow automation, will supercharge enterprise-wide AI adoption and deliver game-changing outcomes for employees and their customers."

Moveworks AI assistant technology expands ServiceNow platform capabilities

Moveworks, founded in 2016, has developed AI technology that helps employees navigate corporate systems and find information quickly.

Its AI assistant technology serves as a universal interface for employees to access information and services across an organisation.

“Moveworks hides the complexity employees face at work by giving them an intuitive, engaging starting place to search and drive action across any enterprise system,” says Bhavin Shah, Co-founder and Chief Executive Officer of Moveworks.

“Becoming part of ServiceNow presents an opportunity to accelerate our innovation and deliver on our promise through their AI agent-fuelled platform to redefine the user experience for employees and customer service teams.”

Moveworks has seen strong adoption among Fortune 500 and Global 2000 companies, including Hearst, Instacart, Palo Alto Networks, Siemens, Toyota and Unilever.

The company's platform has grown to nearly 5 million employee users in approximately 18 months, with nearly 90% of its customers deploying the technology to all employees.

Meanwhile, ServiceNow has reported that its AI solution is the fastest-growing product in the company's history, with nearly 1,000 AI customers and more than US$200m in annual contract value for its Pro Plus AI solution as of December 31, 2024.

The combined capabilities will allow companies to implement a unified search and self-service experience for employees across workflows from a single entry point. 

ServiceNow expands CRM and employee service capabilities through acquisition

The acquisition positions ServiceNow to expand in customer relationship management (CRM) and employee services.

Moveworks' AI assistant can support sales teams by providing access to account information and alerting salespeople when accounts need attention for contract renewals.

This means that for customer service, the technology can provide agents with instant access to customer insights, including contact details, order history, and support tickets.

Meanwhile, in human resources, the AI assistant can automate routine tasks such as answering payroll and compensation questions or simplifying recruiting by surfacing job openings and suggesting interview questions.

ServiceNow plans to integrate these capabilities to create a cohesive sales, fulfilment and service experience on a single platform – helping organisations improve customer interactions using AI-powered solutions.

The majority of Moveworks' current customer deployments already use ServiceNow as a system of action to access enterprise AI, data and workflows, which the companies believe will facilitate integration.

“With a team of more than 500 AI experts at the forefront of agentic AI architecture and experience, Moveworks has also seen exceptional adoption of its AI assistant with leading Fortune 500 and Global 2000 companies,” says Amit.

“Together, ServiceNow and Moveworks will be the best agentic AI platform in the market.”

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