ServiceNow EmployeeWorks GA + Autonomous Workforce: L1 Service Desk AI Specialist Resolves Tickets 99% Faster

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ServiceNow's EmployeeWorks (fusing Moveworks' conversational AI with ServiceNow's workflow engine) is now generally available, serving nearly 200M employees via Teams, Slack, and browser. The first Autonomous Workforce AI specialist — a Level 1 Service Desk agent — is in controlled availability and resolves assigned IT cases 99% faster than human agents, with full GA expected Q2 2026. Unlike single-task AI agents, Autonomous Workforce orchestrates teams of AI specialists (L1 Service Desk, Employee Service Agent, Security Operations Analyst) end-to-end. This is the enterprise IT support category being structurally rebuilt around AI agents.