ServiceNow CEO Bill McDermott said AI agents now handle 90% of the company's customer service, IT service, and HR service, according to CX Foundation, which notes the company had not made layoffs.
Reported outcomes
share of service handled by AI agents
90% (CEO statement)
Source [1] · independently reported
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- ServiceNow runs its own AI agents across customer, IT, and HR service.
- Humans handle the remainder.
Risks & compliance
- CEO claim; methodology for "handled" not disclosed
- Vendor dogfooding its own product
Editor's notes
- Executive claim relayed by trade press; treat as self-reported despite the independent publisher.
Build this yourself
Tools mentioned & how to build it
Disclosure: Some links may earn us a commission; it never affects grades. Tools are listed by fit to this case, never by payment.
Tools mentioned
- ServiceNow AI Agents (ServiceNow)
Agents inside ServiceNow IT and customer workflows.
Build a version yourself
- n8n
Open-source workflow automation with AI agent nodes; self-host or cloud. - Zapier
The default app-to-app automation layer, now with AI agents and AI steps. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support.
Sources
“Bill McDermott, CEO of ServiceNow, has stated that AI agents now handle 90% of the company’s customer service queries.”ServiceNow Claims AI Handles 90% of Its Customer Service Queries, But Hasn’t Made Layoffs
Grade rationale: Named organization with a quantified outcome reported by an independent source. Automated check on Oct 17, 2026: 1/1 quotes and 1/1 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
