"We're not talking about models. We're not talking about things that are commoditized,"
"'People are talking about workflow. We feel like we do it better. I know we do it better. We become a platform for work in the enterprise and we also become the AI control tower for work in the enterprise,' he added."
"We can come with the quantification of 'Here's the number of agents that you have. Here's the volume of work that's done.' The individual organization can say: 'Well, it used to cost us X amount of dollars to do this, and now the agent is doing that.' We actually have that in AI Control Tower, where you can see the value that comes from the AI infrastructure that we are providing."
Salesforce launched Agentforce IT as a direct challenge to ServiceNow's ITSM offering, prompting analyst attention. ServiceNow remains confident in its workflow capabilities and positions itself as the AI control tower for enterprise work. ServiceNow emphasizes generative AI-driven automation adoption and a cross-business process focus to deliver measurable value and ROI. AI Control Tower provides quantification of agents and work volume to demonstrate cost savings and productivity gains. ServiceNow has expanded platform capabilities through acquisitions including Logik.ai, Data.World, Veza, and the $2.85 billion Moveworks purchase to incorporate AI assistants.
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