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ServiceNow Knowledge 2026: Autonomous Workforce Launches Across 7 Business Functions — IT Specialist Resolves Cases 99% Faster
At Knowledge 2026 (May 5), ServiceNow unveiled autonomous AI specialists spanning IT, CRM, HR, finance, legal, procurement, and security — declaring 'the era of AI as a helper is over.' Internal results: IT specialist resolves cases 99% faster than humans; Docusign targets 90% autonomous ticket resolution; City of Raleigh hits 98% deflection rate. The platform processes 40M+ cases annually across 23M monthly users, with AI specialists already resolving 91% of cases without reassignment. IT specialists ship June, security/risk GA in September.
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