May 6, 2025
Breaking Development:
- ServiceNow and UKG announced a strategic collaboration to integrate UKG’s AI solutions, powered by UKG People Fabric, with ServiceNow’s new AI Agent Fabric. The announcement came at ServiceNow’s customer conference, Knowledge 2025, in Las Vegas.
- The partnership aims to modernize digital employee experiences by streamlining operational and administrative tasks across payroll, workforce management, and HR solutions.
- The integration will enable AI agents from both platforms to work together to handle both common and complex multi-step employee tasks across industries. For example, ServiceNow and UKG AI agents will be able to recommend sourcing and procurement forecasts based on patterns and historical data, as well as future scenarios such as delivery disruptions from manufacturing slowdowns.
“By integrating UKG and ServiceNow’s AI agents into a single, seamless platform, we’re making it possible for our customers to focus on what matters most – purpose, progress, and impact. When we make work more productive and more efficient for all employees, we help unlock their full potential so that businesses can thrive, from the front office to the frontline.” — Jennifer Morgan, CEO, UKG
Brandon Hall Group™ Analysis:
- This announcement aligns with Brandon Hall Group™ research showing organizations increasingly seek solutions that can provide tangible productivity improvements while addressing the growing complexity of workforce management in hybrid and distributed work environments. The latest data shows that 71% of organizations prioritize productivity improvement using AI this year, more than any other desired AI outcome.
- The ServiceNow-UKG partnership represents an advancement in enterprise AI adoption, creating interconnected AI agents that can work together to solve complex business challenges in the flow of work, limiting context switching.
- The move addresses critical workforce pain points including employee life events, payroll complexities, and industry-specific operational needs through an integrated approach.
- By focusing on “moments that matter” in the employee journey, such as onboarding, leaves of absence, and internal job changes, the companies are targeting high-impact areas where traditional processes create friction and reduce productivity.
- The integration of UKG People Fabric with ServiceNow’s AI Agent Fabric is part of a trend toward AI platforms that can communicate with each other, with the intent of reducing the implementation and integration challenges that have historically limited HR technology effectiveness.
Read the full announcement here.
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