Business EconomyPosted at: Oct 6 2026 7:22PM


ServiceNow unveils AI Workflow Factory to scale governed enterprise automation

Mumbai, Oct 6 (UNI) ServiceNow has launched its AI Workflow Factory and Autonomous Engineer solutions, designed to help enterprises identify areas where artificial intelligence can improve work and provide a unified system for building, running and expanding AI powered workflows across organisations.
The company said the new offerings are intended to address execution gaps created by fragmented and legacy infrastructure and allow businesses to scale operations in days rather than months under the governance of its AI Control Tower.
The announcement was made in India at World Forum Mumbai, with ServiceNow highlighting India as a key market for governed enterprise wide AI transformation. The company's partner ecosystem in India is adopting AI Workflow Factory and deploying new developer capabilities, including unattended coding through Autonomous Engineer for autonomous planning, building and testing of implementation work. Developers will have access to these capabilities in one environment while retaining control over critical decisions.
Bhaskar Babu, ServiceNow Business Group India lead at Accenture, said the next phase of AI requires connected execution rather than fragmented solutions. He said AI Workflow Factory is intended to help organisations build and sustain AI automation across applications and systems already in use, potentially helping clients connect AI investment with measurable business outcomes while maintaining visibility and governance as AI is expanded across the organisation.
Anant Adya, Executive Vice President and Co-Head of Cloud, Infrastructure and Security at Infosys, said enterprises are moving towards systems of cognitive work in which AI agents, enterprise knowledge and workflows operate together while people continue to provide direction and governance. He said ServiceNow's AI Workflow Factory and Autonomous Engineer, combined with Infosys Topaz and Infosys Cobalt, could help enterprises move from isolated AI projects towards secure, scalable and continuously improving intelligent systems.
AI Workflow Factory is structured around a continuous workflow improvement cycle rather than requiring enterprises to begin a fresh transformation project whenever a new business problem emerges. Process Mining identifies business processes that should be changed and links them to the key performance indicators measured by individual business units. Autonomous Engineer and Build Agent assist teams in developing workflow improvements and controlling quality, while App Engine runs the improved workflows safely at scale.
ServiceNow illustrated the approach with the example of a business seeking to increase case deflection by 20 per cent across several business units. Under a conventional model, an organisation could need to establish a mature case deflection team, conduct a pilot in one business unit and subsequently extend it to others. Under AI Workflow Factory, Process Mining identifies where cases can currently be deflected, after which workflows are built and AI agents deploy them across multiple business units simultaneously. The process can then be continuously refined against the defined outcome within the guardrails established through AI Control Tower.
According to the company, this model allows developers, strategists, user experience designers and product operators to move away from repetitive building work and concentrate on subsequent innovation. People continue to determine direction and approve outcomes, while AI carries out more of the work at scale. AI Control Tower provides governance of AI assets throughout the process.
Amit Zavery, President, Chief Operating Officer and Chief Product Officer at ServiceNow, said customers in India and other markets were increasingly focused on how quickly AI driven improvements could be converted into measurable outcomes safely and at scale. He said AI Workflow Factory brings the full cycle of business reinvention onto the ServiceNow platform, enabling teams to move continuously from ideas to measurable impact while maintaining control and governance.
ServiceNow said visibility and control become increasingly important as AI assumes more work, particularly in regulated industries. AI Control Tower governs workflows, decisions and agent actions operating through AI Workflow Factory. For regulated sectors in India, including banking, financial services and insurance and telecommunications, the company's Indian data centres are intended to provide resilience, auditability and oversight for responsible AI deployment.
The company also cited its 2026 Enterprise AI Maturity Index, saying enterprise AI investment in India increased by 119 per cent in a single year and that Indian enterprises were operationalising AI faster than the global average. ServiceNow said the principal challenge was therefore not ambition or speed, but converting rapid adoption into governed and connected execution while addressing legacy integration gaps and containing the proliferation of disconnected solutions.
ServiceNow said organisations can build applications and AI agents using its technology as well as other AI development tools and subsequently run and scale them through the ServiceNow AI Platform under a common governance model and audit trail. Through Action Fabric, AI Workflow Factory can extend the governed workflow cycle to third party AI agents and tools, while AI Control Tower provides a consolidated governance view across the enterprise.
AI Workflow Factory is available globally, while Autonomous Engineer is currently available through Early Access on request.
ServiceNow describes itself as a Super Intelligence Control Tower for business reinvention. Its platform integrates with different AI models, cloud environments and data sources to orchestrate, govern and secure work across enterprises. According to the company, more than 100 billion workflows run on its platform annually across areas including information technology, customer relationship management, security and employee experience.
The company also stated that information concerning AI Workflow Factory and Autonomous Engineer includes forward looking statements relating to expected capabilities, offerings and benefits. It cautioned that these expectations are subject to risks, uncertainties and assumptions and that actual results could differ materially. Factors identified include delays, unexpected difficulties and costs in delivering product capabilities, changes in AI regulation and uncertainty over whether sales will justify investment in the offerings. ServiceNow said further risk factors are contained in its filings with the US Securities and Exchange Commission and that it does not undertake an obligation to update forward looking statements.
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