Google and ServiceNow expand AI partnership

Google Cloud and ServiceNow are deepening their collaboration around agency AI, aiming to allow employees to report malfunctions, update business opportunities, or request technician dispatch directly through an AI assistant without needing to open specific business tools. The partnership focuses on integrating ServiceNow's workflows into Google's AI platform, Gemini Enterprise, making it the main interface for complex actions.

Connecting workflows with AI

The integration uses ServiceNow Action Fabric, which provides context specific to each industry. It connects ServiceNow workflows to Gemini Enterprise in a "headless" way, meaning the AI operates without a visible interface. This is done through MCP (Model Context Protocol) servers and A2A (Agent2Agent) communication between AI agents. Both companies claim the connection maintains security, low latency, and proper governance.

Publishing connectors on Google Cloud Marketplace

ServiceNow will release these integrations as plugins on Google Cloud Marketplace. The two companies are also working on joint demonstrations and reference architectures to show how the tools can be used in real-world scenarios. These plugins will help businesses easily adopt the new AI-powered workflows.

Sector-specific AI integrations

The new AI features cover several sectors, including retail, sales, and IT. In retail, store employees can report malfunctions, which are diagnosed and result in a technician being alerted and automatically dispatched via Field Service Management. These features are available now in the retail sector.

AI tools for sales and IT

In sales, the AI handles deal management, updating opportunity notes, creating quotes and configurations, and tracking account summaries. For IT, ServiceNow has integrated its service management (ITSM), operations management (ITOM), and configuration management database (CMDB) tools into Gemini Enterprise. This allows support teams to manage incidents, assess risk, and investigate issues, with employees able to resolve common requests with AI guidance. These IT features are also available now.

Telecoms functionality coming in 2027

For the telecommunications sector, the AI will rely on ServiceNow's specific tools. It will need to sort and process cases, classify requests, collect missing information, and forward tasks to the appropriate team. This functionality is expected to be available at the beginning of 2027.