The user can even ask an agent, in natural language, to make changes or additions to a playbook if, for example, a step in a process is missing.
Despite these features, Moor Insights’ Kramer said that Zurich’s success will all come down to execution. “Zurich shows ServiceNow moving in the right direction: less dashboard fatigue, more actionable insights, and better integration with external data,” he said. “But the real test will be execution. If the AI summaries are accurate, if the integrations stay reliable, and if the UX actually reduces complexity, customers will see value. If not, it risks being another release that looks good in demos but frustrates in practice.”
He added, “Competitors like Microsoft, SAP and Salesforce are pushing similar ideas, so customers will have options. ServiceNow needs to prove that Zurich isn’t just riding the AI wave but actually making daily work smoother.”
