ServiceNow chooses Claude to power customer apps and increase internal productivity
As enterprises move beyond experimenting with AI and start putting it into production across their core business operations, scale and security matters just as much as capabilities.
With this in mind, ServiceNow, which helps large companies manage and automate everything from IT support to HR to customer service on a single platform, has chosen Claude as its default model for its ServiceNow Build Agent, and as a preferred model across the ServiceNow AI Platform. Build Agent helps developers of all skill levels build and use Claude as an “agent” that can reason, decide on actions, and execute tasks autonomously.
In addition, ServiceNow is rolling out Claude and Claude Code across its global workforce of more than 29,000 employees to streamline sales preparation—cutting seller preparation time by 95% and boosting engineering productivity with Claude Code to reduce the time between idea and implementation across the organization.
Enterprises use ServiceNow’s platform to process more than 80 billion workflows every year—from resolving security incidents to onboarding new employees to managing customer support queues. Now, enterprises can power those workflows with Claude’s reasoning and coding capabilities, with the access controls, usage monitoring, and compliance that enterprise-scale use requires.
“A common error enterprises make with AI is to treat it as a kind of ‘bolt on’ tool that you access now and then. But the way to get much better results is to make AI an integral part of how you get work done—woven into the whole range of things workers do every day. That is where you actually start to see what these systems can do, and it's what we're doing in our partnership with ServiceNow,“ said Dario Amodei, CEO and co-founder of Anthropic.
“ServiceNow with Anthropic is turning intelligence into action through AI-native workflows for the world’s largest enterprises,“ said Bill McDermott, chairman and CEO of ServiceNow. “This partnership is about reimagining how work gets done. It puts the power to build, deploy, and scale mission-critical applications into the hands of every person, in every industry, at every level. Together, we are proving that deeply integrated platforms with an open ecosystem are how the future is built.”
Claude for ServiceNow customers
Powering enterprise app development: Claude is the default model powering ServiceNow Build Agent, an enterprise-grade coding solution for building apps and automations with AI. Build Agent has gained significant early traction: ServiceNow expects its usage to quadruple over the next 12 months. By integrating Build Agent with Claude, developers of all skill levels, including professional coders and citizen developers, can use natural language prompts to create applications that previously required significant developer support, or design, test, and use agentic automations. Customers use Claude in ServiceNow to handle tasks that need more advanced AI, while still keeping full visibility and control over what the AI does.
Accelerating product adoption and time to value: ServiceNow is also working with us to improve how customers deploy and adopt ServiceNow products. With Claude, ServiceNow is targeting a 50% reduction in time-to-implement for customers—reducing the delay from initial sales conversations to autonomous deployment. Customers and partners will be able to use the same AI-powered approach to speed their own deployments.
Applying innovative Claude-powered solutions to industries: ServiceNow is using Claude to build agentic applications for select industries, such as healthcare and life sciences. In these environments, Claude will support tasks like research analysis, claims authorization, and more—all while operating within ServiceNow’s governed platform. Claude is an industry-leading AI model for these tasks*, with Claude Opus 4.5 leading major medical benchmarks and life sciences evaluations. With the ServiceNow AI Platform underpinning these capabilities, claims authorization could be reduced from days to hours while also decreasing costs. ServiceNow and Anthropic will take these innovative industry solutions to market together.
How ServiceNow will use Claude internally
ServiceNow is putting Claude to work for the companys global workforce, applying the same AI capabilities internally that it brings to customers:
Transforming sales productivity: ServiceNow sellers use a Claude-powered coaching tool to prepare for customer meetings. The tool connects Claude to real-time enterprise data and web search, allowing sellers to synthesize prospect information, account context, and other relevant materials in one place. Early results in testing show an up to 95% reduction in preparation time, helping sellers focus on strategic conversations rather than manual research.
Boosting productivity with Claude Code: ServiceNow has also rolled out Claude Code, our AI coding assistant, to engineers, developers, and technical teams across the company. Teams use Claude Code to write and review code, debug issues, automate repetitive development tasks, and speed up internal tooling—reducing the time between idea and implementation across the organization.
Availability
Claude is now available as the default model for Build Agent and as a preferred model across the ServiceNow AI Platform. Tens of thousands of ServiceNow enterprise customers and the company’s global workforce can access Claude to build and deploy agentic automation and workflows across departments. Learn more about ServiceNow’s AI Platform at servicenow.com/ai.
*For more on these evaluations, see here.