ServiceNow is rolling out Claude and Claude Code across its global workforce of more than 29,000 employees. Early results in testing of a Claude-powered sales coaching tool show an up to 95% reduction in preparation time, according to Anthropic's announcement of January 28, 2026. ServiceNow has also chosen Claude as the default model for ServiceNow Build Agent and as a preferred model across the ServiceNow AI Platform.
"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.
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. Those workflows can now be powered by Claude's reasoning and coding capabilities, with the access controls, usage monitoring and compliance that enterprise-scale use requires.
Build Agent is an enterprise-grade coding solution for building apps and automations with AI. It helps developers of all skill levels build and use Claude as an agent that can reason, decide on actions and execute tasks autonomously. Professional coders and citizen developers can use natural language prompts to create applications that previously required significant developer support, or to design, test and use agentic automations. ServiceNow expects Build Agent usage to quadruple over the next 12 months. Claude is now available as the default model for Build Agent, and tens of thousands of ServiceNow enterprise customers and the company's global workforce can access it.
Internally, 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, so sellers can synthesize prospect information, account context and other materials in one place. ServiceNow has also rolled out Claude Code to engineers, developers and technical teams, who use it to write and review code, debug issues, automate repetitive development tasks and speed up internal tooling.
Looking ahead, ServiceNow is targeting a 50% reduction in time-to-implement for customers. It is also using Claude to build agentic applications for select industries such as healthcare and life sciences, where Claude will support tasks like research analysis and claims authorization within ServiceNow's governed platform. The announcement says claims authorization could be reduced from days to hours.