ServiceNow said it will acquire Moveworks in a deal valued at $2.85 billion in cash and stock. The purchase will give ServiceNow a front-end AI assistant and enterprise search tools to combine with its Now Platform.
According to ServiceNow, Moveworks will round out its strategy to be an agentic AI orchestration platform. ServiceNow is looking to do for AI agents what it did for workflows. In addition, ServiceNow said Moveworks will enable it to extend into CRM.
Moveworks and ServiceNow already have multiple joint customers. Moveworks is in FedRAMP Marketplace--a first for agentic AI platforms--and counts HP, Databricks, Unilever, Marriott and Toyota as customers. Here's a look at Moveworks' architecture.
Amit Zavery, president, chief operating officer and chief product officer at ServiceNow, said the combination of the Now Platform and Moveworks will "take another giant leap forward in agentic AI‑powered business transformation." Bhavin Shah, CEO of Moveworks, said the acquisition will accelerate its enterprise search and AI agent reach.
Key items about the ServiceNow acquisition of Moveworks include:
- Moveworks agentic AI platform has nearly 5 million employee users in 18 months.
- 90% of Moveworks customers have deployed it to all employees.
- The companies have about 250 mutual customers.
The plan going forward is to unify ServiceNow and Moveworks to provide a unified search and self-service experience for all employees across every workflow. AI agents will be focused on tasks across IT, CRM, finance and HR.
- ServiceNow aims for 'Goldilocks' software model, SaaS industry likely to follow
- ServiceNow acquires Cuein, aims to create AI agent feedback loop
Use cases for Moveworks revolve around automation for sales, CRM, finance and HR. Moveworks AI assistant is often deployed to bring customer data forward to service agents. Employee tasks for HR are another common use case. With the purchase, ServiceNow could be seen as more of a competitor to Salesforce, which has its own AI agent ambitions with Agentforce.
In fact, ServiceNow isn't shying away from CRM. The company said:
"The company plans to further integrate solutions such as CRM and customer service tailored to customer personas to deliver a cohesive sell, fulfill, and service experience on a single platform. By integrating Moveworks’ capabilities even further, ServiceNow will accelerate its AI‑powered solutions to improve customer interactions."
- AI agents bring consumption models to SaaS: Goldilocks or headache?
- Agentic AI: Three themes to watch for 2025
- Agentic AI without process optimization, orchestration will flop
Constellation Research's take
Constellation Research analyst Andy Thurai said:
"ServiceNow has already become the de facto enterprise standard in many services and support workflow management. This will help them convert to agentic AI-based workflows faster.
While ServiceNow's agentic AI and automation strengths in their platform have been around for a while, it needed a solution to build front-end AI assistants quickly and easily, and this deal helps. Combining the Moveworks assistant and AI-based enterprise search technology can accelerate employee productivity and customer service by deploying agents in within workflows.
ServiceNow, along with the previous acquisition of Cuein in Jan now has an “AI-native” conversation data analysis platform, to enhance its data processing capabilities. ServiceNow is on the right track and moving fast in the agentic AI space."
Holger Mueller, an analyst at Constellation Research, added: "ServiceNow is building out its AI portfolio with Moveworks--evidently it wanted and needed functional capabilities. The question now is how fast it will the be of use for the border ServiceNow customer and prospect base."
On Bluesky, Chirag Mehta, an analyst at Constellation Research said:
"Salesforce is leading the market with agentic AI. It required them to undertake a massive engineering effort to rearchitect and retool everything in their portfolio. ServiceNow doesn't have the luxury of time. The agentic world is moving fast! A good validation of agentic AI and a good exit."
