ServiceNow has introduced Flow, an AI-powered conversational interface for its service desk. The tool allows employees to submit requests via Slack and Microsoft Teams using natural language. It is designed to automate routine tasks such as password resets, account unlocks, and access provisioning without requiring complex IT service management implementations.
The system is built on a new technology stack and includes over 100 prebuilt connectors to link with existing enterprise systems. IT managers can convert manual support resolutions into automated workflows with a single click. This allows the system to handle subsequent similar requests automatically, routing complex issues to support teams with full conversation context.
Flow is currently in controlled availability with priority access for North American customers. General availability for existing North American clients is scheduled for October 6, with expansion to Europe, the Middle East, and Africa planned by the end of the fourth quarter.
The product uses a consumption-based pricing model. Existing ServiceNow customers with AI entitlements can use the service without additional licenses, while new customers can purchase access via credit card. A free trial will be available, though the company has not disclosed specific consumption rates.
