ServiceNow Launches AI Control Tower with Soul Machines Partnership

ServiceNow recently announced the launch of its AI Control Tower and AI Agent Fabric during its annual customer and partner event. These tools aim to streamline the management and optimization of various AI agents, models, and workflows, whether they are proprietary to ServiceNow or sourced from third-party providers. The AI Control Tower provides a centralized platform for governance, management, protection, and value extraction of AI assets, enhancing enterprise-level compliance and security. Meanwhile, AI Agent Fabric acts as a communication hub for the entire AI ecosystem, facilitating seamless interaction among different AI agents and services, and enabling real-time information sharing and coordinated actions. The introduction of these tools is designed to empower businesses to fully leverage their AI investments by providing comprehensive oversight and control. AI Control Tower offers enterprise-wide visibility, allowing managers to monitor the status of all AI assets and institute consistent policies. It includes integrated governance, risk, and compliance (GRC) capabilities, proactively managing security and privacy issues, and supports the full lifecycle of AI projects from ideation to deployment and optimization. Real-time dashboards provide immediate insights into how AI performance impacts key business metrics, such as productivity and revenue, enabling timely decision-making and action. AI Agent Fabric ensures that ServiceNow's own and partner AI agents—numbering in the thousands—can collaborate as a cohesive unit. This breakthrough technology enhances workflow optimization in both traditional office applications and cloud environments, making it easier for various AI components to communicate and coordinate effectively. By integrating these solutions, ServiceNow aims to help clients align their AI initiatives with long-term business objectives, ensuring that each project delivers tangible value. To support this vision, ServiceNow has formed strategic partnerships with leading technology companies like Accenture, Adobe, Box, Cisco, Google Cloud, IBM, and Microsoft. These collaborations will focus on developing integration solutions that enhance cross-platform workflow coordination, expanding the ServiceNow ecosystem and offering more diverse options to meet varying business needs. This collaborative approach underscores ServiceNow's commitment to providing robust, adaptable AI tools that can integrate seamlessly with existing systems and processes. At Knowledge 2025, Soul Machines and ServiceNow also announced their partnership, introducing Soul Machines' Experiential AI Agents Connector™ application to the ServiceNow Store. Founded in 2016, Soul Machines is a pioneer in humanizing AI, creating highly interactive digital personas that can engage naturally with users. These digital agents, which can assume roles such as customer service representatives, internal support specialists, or project consultants, are now integrated with ServiceNow's workflow orchestration capabilities. They handle requests from multiple channels, including email, chat tools, and phone calls, and automate complex tasks, from simple queries to multi-step process management. For example, an Experiential AI agent can quickly generate a work order upon receiving a customer request and automatically route it to the appropriate department, reducing manual intervention and improving response times and service quality. These Experiential AI Agents not only have realistic appearances and emotional expressions but are also capable of learning and adapting to user needs and contexts. This self-learning and optimization feature allows them to gradually build up their expertise, better understand and resolve user issues, and enhance overall efficiency. According to Soul Machines CEO Greg Cross, "As work environments become increasingly complex, employees need more support to tackle challenges. Experiential AI agents will serve as critical assistants, offering personalized support and solutions to boost productivity." Industry experts applaud ServiceNow's AI Control Tower and AI Agent Fabric as significant advancements in AI tool management and collaboration. IDC Research Vice President Ritu Jyoti highlights that by 2030, AI solutions and services are expected to generate a cumulative global impact of $22.3 trillion. Companies that can effectively manage their AI resources will gain a competitive edge. The integration of Soul Machines' experiential AI technology with ServiceNow's robust platform is seen as a promising development that can significantly expand the practical applications of AI in enterprises, improve operational efficiency, and reduce costs. The partnership between ServiceNow and Soul Machines combines the strengths of both organizations. ServiceNow, known for its work in enterprise workflow automation and cloud service management, brings extensive industry experience and a broad client base. Soul Machines, a leader in digitized human technology, has developed solutions widely used in healthcare, finance, and education to create more engaging and efficient customer interactions. Together, they are poised to redefine how businesses interact with AI, offering new ways to enhance employee and customer experiences. In summary, ServiceNow's AI Control Tower and AI Agent Fabric represent crucial steps forward in the management and integration of AI assets. The addition of Soul Machines' Experiential AI Agents Connector™ further complements these efforts by bringing a more humanized and adaptive element to the AI ecosystem. These innovations are expected to revolutionize how companies utilize AI, ensuring that technology aligns with business goals and delivers measurable results. With strong industry support and robust partnerships, ServiceNow is well-positioned to lead the way in AI-driven business transformation. ServiceNow is a publicly traded technology company (NYSE: NOW) dedicated to transforming business operations through AI. By connecting people, processes, data, and devices, ServiceNow enhances productivity and maximizes business outcomes, supporting digital transformations across industries. Soul Machines, headquartered in Auckland, New Zealand, specializes in humanizing AI and has developed experiential AI platforms that are widely adopted in sectors like healthcare and finance to improve customer engagement. The synergy between these two leaders is set to drive significant advances in AI-driven business solutions.