NICE and ServiceNow Partner for AI-Powered Customer Service

NICE and ServiceNow have announced a strategic partnership to deliver AI-powered customer service fulfillment, integrating real-time customer engagement with enterprise workflow automation.

NICE and ServiceNow AI have announced a strategic partnership to deliver AI-powered customer service fulfillment across enterprises. This collaboration, revealed at ServiceNow's annual Knowledge 2025 event, aims to integrate NICE's AI-powered customer service automation platform with ServiceNow's AI Platform and Customer Service Management solution. The goal is to create a seamless, fully automated framework that connects front, middle, and back-office operations, enhancing efficiency and customer experiences announced in a press release.

The partnership leverages the AI capabilities of both companies to unify real-time customer service automation with enterprise workflow management. This integration is designed to eliminate operational silos, allowing businesses to connect customer interactions with fulfillment processes through a single platform. The result is expected to be faster resolutions, reduced service gaps, and optimized agent productivity.

By combining ServiceNow's customer data with NICE's engagement intelligence, the partnership aims to match customers with the optimal agents in real-time. This intelligent routing system is intended to increase customer satisfaction and drive revenue growth. Additionally, AI-driven insights will empower agents to improve decision-making and performance, while continuous optimization will enhance service accuracy and business performance.

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