ServiceNow

What the automated decision is: Otto summarises and classifies cases; AI agents resolve them

WF-P-000036

Made by

ServiceNow, Inc.

About the vendor

• ServiceNow, Inc. is headquartered in Santa Clara, CA.
• ServiceNow, Inc. reported revenue of $13.28bn for 2025.

AI laws

• Bot-disclosure laws (California SB 1001 · Utah · EU AI Act)None found
  Has the vendor published how its AI agents tell customers they are talking to a bot?
• EU AI ActNone found
  Has the vendor published a statement on its duties under the EU AI Act?
• Wiretap and call-recording laws (California CIPA)None found
  Has a lawsuit alleged the vendor's system recorded, transcribed or analysed customers' calls or chats unlawfully?
• Illinois BIPA (voiceprints)None found
  Has a lawsuit alleged the vendor's system collected voiceprints or other biometrics in violation of Illinois' BIPA?

Each law is asked as a question public evidence can answer. “None found” describes our search of the vendor’s own site, news and court reporting on 2026-10-06 — not a finding that the company has or has not complied. A lawsuit is an allegation, not a finding.

Customers

• ServiceNow, Inc.'s 10-K filed 2026-01-29: ServiceNow had approximately 8,700 customers as of 31 December 2025.

In its SEC filings

14 disclosures — 1 regulators · 11 how it says it uses ai · 2 ai risks it names

Regulators

• ServiceNow, Inc.'s 10-Q filed 2026-04-23: The company discloses that the Department of Justice has commenced an investigation into potential compliance issues related to a government contract and the hiring of the former U.S. Army Chief Information Officer.

How it says it uses AI

• ServiceNow, Inc.'s 10-Q filed 2026-07-23: The company acquired Moveworks, which provides enterprise search and front-end virtual agent technology, to accelerate adoption in CRM.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: App Engine enables organisations to create enterprise-class workflows using low-code and no-code development tools supported by AI.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: App Engine can be used with Now Assist and AI agents for Creator to quickly create and scale apps on the platform.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: A tax compliance software provider deployed HR Service Delivery and Workplace Service Delivery together with Now Assist to establish an integrated HR portal and automate routine HR requests.
• ServiceNow, Inc.'s 10-Q filed 2026-07-23: The company states it offers an innovative suite of products, including AI-powered applications, designed to automate workflows.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist and AI agents for Platform Privacy and Security auto-classify data, provide real-time insights into user activity and risk, and recommend or initiate protective actions.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist and AI agents for Legal and Contract Operations can detect non-standard contract language, recommend pre-approved clauses, glean contract dates, and generate summaries.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist and AI agents for Workplace Service Delivery provide a conversational AI interface for tasks like booking reservations and managing guest access.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist and AI agents for Source-to-Pay Operations allow employees to initiate requests through conversational AI and pre-fill details while checking compliance with spending policies.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist for Creator includes natural language AI capabilities such as text-to-code, text-to-flow, text-to-service catalog and text-to-app.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: Now Assist and AI agents for HR Service Delivery provide AI-generated case summaries and virtual agent support, and offer employees conversational AI interactions online or over the phone.

AI risks it names

• ServiceNow, Inc.'s 10-K filed 2026-01-29: The company cautions that IP ownership and licence rights for AI and its outputs are not fully addressed by courts, and using such technologies may expose it to IP claims, data licence breaches, and privacy violations.
• ServiceNow, Inc.'s 10-K filed 2026-01-29: The company warns that incorporating AI technology into its offerings may result in operational, legal, regulatory, ethical and other challenges.

What the company itself told the SEC. A model found each passage and had to quote it exactly; a disclosed lawsuit is an allegation against the company, not a finding.

Products

CSM AI Agent Collection · Customer Service Management · ServiceNow Otto for CSM

In court

0 cases name it as a party

Where we have looked

Searched through CourtListener / RECAP, last read 2026-10-01:

• US federal district, appellate and bankruptcy dockets — 235 courts105 district, 14 appellate, 95 bankruptcy and 21 special federal courts
• published opinions, including state supreme and appellate courts — 384 courts, including 53 state supreme courts53 state supreme, 62 state appellate, 6 state trial and 28 state special courts, plus the federal courts above

County and municipal courts are not searched, and neither is anything outside the United States. A count of nought means we found nothing where we looked, not that nothing exists.

Verified deployments

0 companies we can evidence on ServiceNow, from addresses they run on its domain and from ServiceNow’s own customer stories. Which ones, and since when, is a Professional feature.