ServiceNow launches Autonomous CRM Engine to move companies off legacy CRM in weeks

ServiceNow has launched Autonomous CRM Engine, an AI tool meant to help companies leave older customer relationship management platforms and move to ServiceNow's own CRM, according to a press release.

The tool first discovers how a company actually uses its current CRM, including custom objects, workflows, validation and escalation rules and integrations, work that ServiceNow says usually takes months of manual reverse-engineering. It then helps redesign those processes and deploy them on ServiceNow CRM in weeks rather than months or years. After go-live it keeps monitoring the setup to catch configuration drift and misconfigurations before they turn into support tickets.

IT services company Datacom and sales software maker Xactly are among the first named users. "Autonomous CRM Engine shortens the move from legacy systems to AI-native CRM to weeks," said John Ball, who runs ServiceNow's CRM business. The release does not give pricing or an availability date.