ServiceNow puts AI to work across the manufacturing value chain, helping close the gap between the factory floor and front office
New AI-native solutions tackle quality, warranty fraud, order operations, and complex quoting on a single platform
Industrial Connected Workforce digitizes frontline work and preserves institutional knowledge;
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ServiceNow Manufacturing Commercial Operations
Manufacturers have accelerated AI investment over the past two years, yet adoption remains fragmented. Quality data, warranty claims, order operations, and factory-floor processes are spread across disconnected systems.
"The promise of AI in manufacturing goes unfulfilled when data is scattered across siloed systems,” said
One platform from sales and service to the factory floor
The new capabilities extend the same single-platform approach
Quality Issue Management unifies the full lifecycle of customer-impacting quality issues, from reporting to investigation and resolution, so manufacturers can reduce cost of quality, lower defect rates, and protect customer trust. AI accelerates issue capture and supports industry-standard methodologies such as Eight Disciplines (8D) and 5 Whys root cause analysis.
Warranty Claims with AI Fraud Detection replaces the manual review process that lets warranty leakage go undetected. The end-to-end claims workflow covers repair, recall, and other claim types, while AI-powered anomaly detection identifies irregular patterns and reduces warranty claim fraud before it erodes margins.
Order Operations with Voice AI Agents reduces the rigid forms and slow support calls that manufacturing customers experience for invoice disputes, order exceptions, and product returns.
Configure-Price-Quote (CPQ) with Configuration AI Agent lets sales representatives configure complex manufactured products by describing customer requirements in plain language rather than navigating hundreds of fields. Purpose-built for manufacturing complexity, it manages bills of material across thousands of items and removes configuration bottlenecks that delay deals.
Field Service Management with Parts Management AI Agent automates one of field service’s most error-prone steps: parts reconciliation at job closure. When a technician completes a job, the agent validates what was used, removed, and unused against the work order, producing a traceable parts summary that helps prevent revenue leakage and ensures accurate billing in a single governed workflow.
Closing the knowledge gap on the factory floor
The manufacturing workforce is undergoing a generational shift. As experienced workers retire, they take decades of institutional knowledge with them, including the undocumented fixes, the machine-specific adjustments, and the judgment calls that keep production lines running. When a line goes down, the cost is immediate, including lost capacity, missed deliveries, and a shift supervisor standing at a machine with no digital record of what was done last time. The tools available to operations leaders were not designed for the shop floor.
ServiceNow Industrial Connected Workforce is designed to replace paper, disconnected tools, and community knowledge with a single AI platform built for how manufacturing actually works. AI digitizes standard operating procedures into step-by-step guided tasks, assigns work based on role and location, and delivers contextual knowledge at the point of need. Quality engineers get AI-powered root cause analysis that can help turn every incident into organizational learning.
As experienced workers retire, the platform helps capture their institutional knowledge and delivers it to every team member at the point of need, so the next operator doesn't start from scratch. Unlike fragmented point solutions, the value compounds: workflows, tasks, and insights make operations smarter.
ServiceNow EmployeeWorks meets manufacturing teams where they work — through Teams, Slack, a shared workstation browser, or a kiosk on the plant floor — so they can resolve IT issues, submit HR requests, or flag a facilities problem from a single conversational interface. Behind it, the full ServiceNow AI Platform handles routing, approvals, and audit trails across departments without bouncing between queues.
What customers and partners are saying
"We built any.site to put the full knowledge about machines into the hands of the people who need it every day. The greatest lever for efficiency is not everyone keeping their knowledge to themselves, but connecting it intelligently. Any.site is the answer to proprietary systems — a network from which everyone benefits," says
“Manufacturers don’t lose time and money because they lack internal workflows — they lose it at the handover to suppliers. With
Club Car
"Keeping product configuration in sync across every selling channel used to be an ongoing battle — convoluted processes, limited guidance, and quotes that were harder than they needed to be," said
EY
“Together, EY and
"We built ONYX to give our customers better tools and faster answers across the supply chain,” said
Additional Information
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Today’s manufacturing innovations are part of a broader wave of industry-specific and platform AI capabilities
ServiceNow will showcase at Knowledge 2026, the company’s annual customer and partner conference, May 5–7 inLas Vegas . Learn more here.
Availability
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Quality
Issues Management , Order Operations with Voice AI Agents, and Warranty Claims with AI Fraud Detection are generally available today through Manufacturing Commercial Operations. - Field Service Management with Parts Management AI Agent and the Configuration AI Agent for CPQ are generally available today through Field Service Management and CPQ Pro and SOM Pro for Manufacturing, respectively.
- ServiceNow EmployeeWorks and Industrial Connected Workforce are generally available today.
About
View source version on businesswire.com: https://www.businesswire.com/news/home/20260420729073/en/
216.544.6817
Press@servicenow.com
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