Swiss Companies Are Relying on Autonomous Workflows

As a «regular» user of websites, apps, and the like, you’d hardly notice just how widespread ServiceNow is. The fact is, however, that many large organizations are using ServiceNow’s platform solutions to bring order to their complex system landscapes: A ticket to the company’s IT department? Administrative HR processes, such as personnel changes or promotions? Everything can be handled through a unified platform—and now, with the support of AI agents as well. This and more was demonstrated to an interested audience of experts at the AI Summit on July 2, 2026, in Zurich. Key topics included the role of AI agents, autonomous workflows, data management, and AI security and governance. The event impressively demonstrated how companies are already using artificial intelligence productively today to automate processes, reduce the workload on employees, and achieve sustainably better business results.

How AI Is Making Its Way Into Service Management

Artificial intelligence becomes a true competitive advantage when companies can use it securely, transparently, and at scale. ServiceNow promises that innovations like the ServiceNow AI Control Tower will give customers exactly that level of control. «The ServiceNow AI Summit 2026 in Zurich impressively demonstrated the innovative strength of the Swiss market. »I would like to extend my heartfelt thanks to our customers, who place their trust in us, as well as to our partners and our Swiss team, whose extraordinary dedication makes this success possible. Together, we are driving the next generation of AI-powered digital transformation,” emphasizes Mazyar Yosefi, Interim Country Leader Switzerland at ServiceNow.

The agenda included more than twenty technical presentations, keynote speeches, and breakout sessions, including numerous presentations and panel discussions featuring direct participation by customers and partners. The focus was on specific transformation projects and real-world experiences.

In the opening keynote, Heath Ramsey, GVP of AI Platform Outbound Product Management at ServiceNow, gave an impressive demonstration of the ServiceNow AI Control Tower: A unified platform that perceives, decides, acts, and controls across IT, CRM, HR, and beyond—delivering real results across all areas of the business. It revolutionizes the way work is done and establishes an entirely new software category, according to the presentation. «An AI for every person in an organization,» said Heath Ramsey. Behind this lies a sophisticated architecture: a Context Engine sifts through data to ensure precise AI decisions by drawing on past situations. This allows, for example, recurring tasks to be handled in a standardized manner, such as changing an employee’s business role. Needless to say, ServiceNow also provides an overview of the wide variety of AI agents used in companies, can check them for compliance, and assign usage rights. 

Insights into Real-World Practice 

And how does this work in practice? During a panel discussion, executives from Roche and Hitachi explored how their companies create sustainable business value and foster customer and employee satisfaction in an era of rapid technological change, and how they are further developing their platform strategies with the help of ServiceNow.

During the SBB session, Edwin Imsand, Head of Development, Strategy, and Digitalization at the Contact Center, demonstrated how artificial intelligence improves customer interactions and supports employees in their day-to-day service work. The ServiceNow-based customer service system demonstrated how intelligent automation enables faster response times, higher service quality, and an optimized customer experience.

The Migros Cooperative Federation presented the development of an integrated, AI-powered support ecosystem through the combination of human expertise, intelligent automation, conversational support, and real-time device intelligence. It highlighted concrete experiences with modern service management processes and ServiceNow as the central AI platform for digital services.

Swisscom, a long-standing ServiceNow partner and customer, used intelligent scaling to demonstrate how CX excellence and AI are reshaping financial support and the B2B service business, and what advantages the ServiceNow platform offers in this regard.

Philips Enterprise Informatics, together with its partner Plat4mation, presented a customer engagement project that demonstrates how AI-powered digital interactions improve the customer experience while also increasing service efficiency.

An example from the public sector was also presented to the media: The canton of Zug is using ServiceNow as part of its efforts to digitize administrative processes. The cantonal administration of Zug uses over 850 different applications. Managing them is a challenge. ServiceNow therefore forms the backbone of IT service management. In the future, the ServiceNow platform will also be used to enable more self-service options for the canton’s residents.

From Pilot Projects to Productive AI Applications

The ServiceNow AI Summit Zurich 2026 demonstrated that companies are increasingly moving from pilot projects to production-ready AI applications. Successful organizations combine innovation with clear governance structures, high-quality data, and end-to-end workflows. Networking and interactive discussions fostered knowledge transfer, new partnerships, and momentum for the next phase of digital transformation. «Many executives are investing in AI but are missing what really matters to customers—namely, speed and empathy,» Mazyar Yosefi told the media. That is why ServiceNow’s ambition is to essentially reinvent business processes within companies and, above all, to improve the employee experience.

Source and further information: ServiceNow

This article originally appeared on m-q.ch - https://www.m-q.ch/de/schweizer-unternehmen-setzen-auf-autonome-workflows/