NICE has announced a strategic partnership with ServiceNow at ServiceNow’s annual customer and partner event, Knowledge 2025. This collaboration will combine NICE’s industry-leading AI-powered customer service automation platform with the ServiceNow AI Platform and Customer Service Management (CSM) solution to create a fully automated, end-to-end customer service framework. The partnership will enable organizations to optimize customer service interactions across front, middle, and back-office operations, significantly enhancing both efficiency and customer experiences.
By merging the best of both companies’ AI capabilities, this partnership eliminates the traditional operational silos that often hinder customer service delivery. Businesses can now seamlessly integrate customer interactions with backend processes through a unified platform, delivering faster resolutions, improving agent productivity, and transforming fragmented customer journeys into smooth, cohesive experiences.
“Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer service automation and ServiceNow’s robust AI platform, we’re enabling businesses to streamline their operations and deliver fully automated customer service fulfillment. This unified approach will improve both customer and employee experiences, delivering greater value for all,” said Barry Cooper, President, CX Division, NICE.
“Organizations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE’s CCaaS and WEM capabilities with the ServiceNow AI Platform, we’re unifying real-time customer engagement with enterprise workflow automation,” said Michael Ramsey, GVP, Product Management, CRM and Industry Workflows at ServiceNow.
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The collaboration brings together AI and automation in a unified Customer Experience (CX) framework, driving enhanced productivity, quality assurance, and operational outcomes. Key features of this partnership include:
AI-Powered Customer Engagement
This solution seamlessly connects ServiceNow’s comprehensive customer data with NICE’s engagement intelligence to match customers with the optimal agent in real-time. By evaluating customer sentiment, intent, history, and SLAs, AI dynamically routes ServiceNow chats and cases across both front and back-office teams. This intelligent routing system leads to improved customer satisfaction, drives revenue growth, and ensures more efficient service resolutions for both customers and agents.
Boosting Workforce Productivity with AI Insights
The partnership empowers agents with real-time AI-driven insights that enhance decision-making and performance. Role-specific copilots provide immediate access to customer sentiment, behavioral patterns, and service history, ensuring agents succeed in every interaction. AI-driven recommendations also proactively guide agents and back-office teams, automating next-best actions and streamlining workflows for faster, more effective resolutions throughout the entire customer journey.
Continuous Quality Optimization
AI-powered insights help businesses continuously optimize service quality, product experiences, and operational processes. Real-time analysis of interactions detects trends and compliance gaps, triggering actionable workflows in ServiceNow. This ensures that every customer interaction contributes to operational excellence, improving service accuracy, streamlining processes, and boosting overall business performance.
“Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organization’s way when working to deliver a fully integrated service experience,” said Liz Miller, VP & Principal Analyst with Constellation Research. “This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience.”
“We’re excited to help our clients realize the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front to back-office tools and platforms, in what we call Experience Fulfillment, we see a future where every service interaction is faster, smarter, and more connected,” said Dave Seybold, CEO of TTEC Digital.
The NICE-ServiceNow partnership is set to redefine the landscape of AI-powered customer service automation, driving operational efficiencies, improving the customer experience, and accelerating digital transformation across enterprises.