GoKawiilServiceNow launches Flow, a conversational AI service desk to counter AI-native rivals
ServiceNow CEO Bill McDermott described Flow, a new AI-powered conversational service desk built internally like a startup, as the company's answer to competitors criticizing its slow implementation times and separate-portal model. The tool aims to let employees get help within the apps they already use rather than navigating a dedicated portal.
GoKawiil's interpretation of the reporting above, not reported fact.
The move suggests ServiceNow sees faster deployment and embedded assistance as competitive necessities as AI-native startups court enterprise customers with promises of speed and convenience. By building an internal 'startup,' McDermott appears to be trying to match newer rivals' agility while leveraging ServiceNow's existing enterprise footprint, though it remains to be seen whether this structure actually accelerates innovation or merely signals urgency to the market.
- ServiceNow introduced Flow, a conversational AI service desk, per CEO Bill McDermott.
- The product responds to rival startups' criticisms about slow implementation and portal-based support.
- Flow was developed through an internal startup-like unit within ServiceNow.
Source: fastcompany.com, 2026-10-01
Published there as: “Why ServiceNow built a startup inside itself to take on AI-native rivals”
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