ServiceNow & Google Cloud expand partnership to bring agentic AI to enterprise workflows

For sales teams, integration with ServiceNow Customer Relationship Management (CRM) enables users to update deal records.ServiceNow and Google Cloud have expanded their partnership to integrate ServiceNow’s enterprise workflows with Gemini Enterprise.

The integrations connect ServiceNow’s Action Fabric with Gemini Enterprise, allowing users to initiate and manage workflows through a conversational interface while retaining enterprise-level security, governance and low-latency performance.“Combining the workflow orchestration and governance power of the ServiceNow AI Platform with Gemini Enterprise allows teams to execute and resolve mission-critical tasks without leaving their chosen AI assistant,” said John Aisien, ServiceNow SVP, Central Product Management.“Our goal with Gemini Enterprise is to empower organisations to turn AI potential into tangible business value.

This collaboration brings the agentic power of the Google Cloud platform straight into their mission-critical ServiceNow systems, allowing teams to instantly trigger actions, resolve complex issues, and serve their customers faster,” Satish Thomas, Google Cloud VP, added.The integrations target several enterprise use cases.

In retail, teams can report and diagnose equipment failures through Gemini Enterprise, while ServiceNow Field Service Management can alert and dispatch technicians for on-site repairs.

These capabilities are generally available to joint customers.For sales teams, integration with ServiceNow Customer Relationship Management (CRM) enables users to update deal records, retrieve account summaries, manage follow-ups and generate quotes using natural language.In IT operations, integrations with ServiceNow IT Service Management, IT Operations Management and Configuration Management Database enable teams to triage incidents, assess change risks, investigate alerts and resolve routine employee requests through chat.For telecommunications companies, integrating ServiceNow Telecommunications Service Management and Context Engine for Telecommunications will help automate case classification, investigation and routing of customer account, technical and billing queries.

This integration is expected to become generally available in early 2027.