ServiceNow extends agentic AI with Google Cloud

ServiceNow launches secure agentic AI across key industries

ServiceNow is rolling out secure agentic AI capabilities across retail, telecommunications, sales, and IT by extending its Now Platform with new integrations to Gemini Enterprise. The rollout is centered on connecting ServiceNow’s industry workflows and Action Fabric with Google Cloud’s AI assistant so that users can trigger and manage complex workflows in a conversational environment while preserving enterprise security and governance.

The initiative is designed to embed ServiceNow’s operational context directly into Gemini Enterprise, allowing teams to act on mission-critical processes from within the assistant they already use. The approach supports low-latency performance and is intended to help organizations resolve issues and serve customers faster without switching between multiple enterprise systems.

Expanded partnership with Google Cloud and Gemini Enterprise

ServiceNow and Google Cloud have expanded their partnership to integrate ServiceNow’s Action Fabric and industry workflows with Gemini Enterprise. The integration brings the workflow orchestration and governance capabilities of the ServiceNow AI Platform together with Google Cloud’s agentic AI so that teams can execute and resolve mission-critical tasks from a single conversational interface.

The integrations link ServiceNow workflows to Gemini Enterprise through Model Context Protocol servers and Agent2Agent connectivity. ServiceNow plans to publish these connectors as plugins, along with joint demonstrations and reference architectures, in the Google Cloud Marketplace. This is the first time ServiceNow’s industry workflows are being connected to Gemini Enterprise in this way, making AI agents more accessible for global businesses.

Industry-specific workflow use cases

The initial focus for the secure agentic AI rollout is on industry-specific scenarios in retail, telecommunications, sales, and IT. In customer relationship management, Gemini Enterprise can be used to manage deals, update opportunity notes, and create complex configurations and quotes using natural language, while ServiceNow workflows execute the underlying actions.

Sellers can ask Gemini Enterprise for account context and summaries of recent deal activity, then create follow-ups in the same conversational interface, backed by ServiceNow’s CRM capabilities. In retail, teams can report and diagnose equipment failures through Gemini Enterprise, while ServiceNow Field Service Management alerts and dispatches technicians for on-site repairs, tying AI-powered conversations directly to operational field service tasks.

Availability and security-focused design

The new integrations are designed to retain enterprise-level security, governance, and low-latency performance as workflows move between ServiceNow and Gemini Enterprise. By connecting siloed systems and enabling AI-driven workflows, the combined solution aims to enhance operational efficiency for large enterprise customers across multiple industries.

The integration of ServiceNow’s industry workflows with Gemini Enterprise is expected to be generally available to mutual customers in early 2027. Until then, ServiceNow and Google Cloud are preparing plugins, marketplace listings, and reference architectures so organizations can deploy the agentic AI capabilities within their existing Google Cloud and ServiceNow environments once they are released.