ServiceNow EmployeeWorks enhancements include the ToolSmith developer environment and new Productivity Routines to automate enterprise tasks without coding.
ServiceNow has announced enhancements to its EmployeeWorks platform, introducing capabilities that allow employees to build custom AI agents. According to the company, these agents can complete daily tasks without human intervention and manage persona-based workflows across critical business functions.
The update includes ToolSmith, a new agentic developer environment trained on over 75,000 APIs. ServiceNow stated that developers can use natural language to describe desired automations, and ToolSmith handles the end-to-end build. The tool is also designed to scan system logs to identify and propose workflow improvements, which the brand claims reduces tool-building time from weeks to minutes.
The EmployeeWorks platform operates on a third-generation employee-centric AI harness that combines reasoning, memory, and tool interoperability.
“AI’s real promise is to close the gap between intention and action,” said Jacqui Canney, Chief People and AI Enablement Officer, ServiceNow. “This era demands that business leaders redesign work around their customers’ needs. When your technology supports that goal, your employees spend less time on coordination and more time solving customer problems that require human judgement. ServiceNow EmployeeWorks makes that shift possible.”
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“ServiceNow combines agentic planning with governed and auditable workflows for any employee use case with intelligent employee context as the foundation,” said Bhavin Shah, Senior Vice President, Employee Experience Group, ServiceNow. “The result is an operating system for the employee experience, connecting employees to the full power of the ServiceNow AI platform across any business application or channel, in any language, which can be ready for the enterprise on day one.”
ServiceNow EmployeeWorks Enhancements
Productivity Assistants and Routines
The platform now features Productivity Assistants designed for complex research and long-running tasks. Non-coding employees can customize these assistants within admin-defined guardrails. Two foundational assistants are available out of the box: a Research Assistant for investigating complex queries across internal and external sources, and a Calendaring Assistant to manage complex scheduling conflicts.
ServiceNow noted that Productivity Assistants will initially roll out for HR Service Delivery. This includes specific assistants for Talent Insights, HR Business Partners, and Managers to handle hiring data, case management, and team performance visibility.
The company also introduced Productivity Routines, enabling employees to deploy agents for predictable, repeatable background tasks without manual triggering. As an example, the company highlighted a Prospecting Agent that can proactively scan calendars, research accounts, and assemble tailored pitches.
Conversations API and Availability
A new Conversations API allows organizations to integrate EmployeeWorks capabilities directly into existing custom internal applications and kiosks without rearchitecting existing systems.
Productivity Assistants, Productivity Routines, ToolSmith, and the Conversations API are currently in controlled availability.
Disclaimer: This article is based on announcements and materials provided by ServiceNow, edited independently for editorial clarity and tone.
