ServiceNow and Google Cloud advance agentic AI for industry workflows

Summary

• ServiceNow and Google Cloud announced an expanded partnership connecting ServiceNow's Action Fabric to Gemini Enterprise to make agentic AI accessible for global businesses.
• New industry-specific integrations for retail, telecommunications, sales, and IT are available or planned in the Google Cloud Marketplace.
• Gemini Enterprise will use ServiceNow workflows to reason and execute complex, multi-step actions while maintaining enterprise-level security, low latency, and governance.
• Retail store operations integrations allow teams to report equipment problems, diagnose failures, and automatically dispatch technicians for on-site repairs.
• Telecommunications network inventory and service order management integrations are expected to be generally available in early 2027 to automate case triage and route customer issues.
• Customer relationship management integrations enable users to manage deals, update notes, create quotes, and build offers through natural language in the Gemini interface.
• IT service and operations management integrations allow helpdesk agents to triage incidents, engineers to investigate alerts, and employees to resolve requests via guided self-service.
• ServiceNow Action Fabric connects these workflows to Gemini Enterprise through Model Context Protocol servers and Agent2Agent connectivity.
• ServiceNow will publish these connectors as plugins alongside joint demos and reference architectures in the Google Cloud Marketplace.