AI Voice Input to help everyone to be able to Self-Serve using the Servicenow Platform

ServiceNow is a cloud-based SaaS (Software-as-a-Service) platform that automates and streamlines digital workflows for IT, employees, and customers across an organisation. It uses a single cloud database and a suite of pre-built applications to manage tasks, provide self-service, and connect disparate departments, allowing companies to improve productivity, reduce costs, and improve experience.

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

ServiceNow was founded in 2003 by Fred Luddy, who began building the platform at home on a laptop. It expanded beyond IT service management into multiple enterprise functions. Today, 85% of the Fortune 500 use the cloud based platform to automate and streamline a wide range of business workflows customer service operation for optimally overseeing and tracking all interactions with customers. ServiceNow strengthened its design and user experience with the Telepathy acquisition, and Bill McDermott took over as CEO in 2019.

Innovation is central. The Washington DC release in March 2024 expanded Now Assist GenAI across IT operations and virtual agents to accelerate issue resolution. McDermott positions ServiceNow as "the AI platform for business transformation."

Customer outcomes confirm value. For example, the legal company Snowflake streamlined service delivery and stock pre-clearance using ServiceNow, cutting manual effort and improving speed.

The company's standing is reinforced by recognition. ServiceNow ranked among Fortune's World's Most Admired Companies in 2024 and 2025 and was named the world's most innovative company by Forbes in 2018.

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

The problem: ServiceNow targeted a core barrier from 1 July 2023: form-heavy workflows that slowed keyboard users and forced multiple hand-offs.

To counter this, ServiceNow aimed to make AI-based voice interaction reliable for people with vision, motor, or cognitive impairments so they could finish everyday tasks quickly and independently.

The program relied on co-design with disabled contributors from the TruAbility network, Employee Belonging Group, and Accessibility Product Advisory Council. Iterative sprint reviews between developers and users shaped the release to match tester priorities:

• Voice parsing for multi-step requests
• Adjustable speech speed
• Privacy controls for always-on listening
• Screen-reader-friendly AI summaries
• Automated regression checks for stability

These features rolled out in the Royal National Institute for Blind people's (RNIB) property portal migration in January 2025. Usability testing in February 2025 showed faster task completion and lower user effort. RNIB reported quicker handling of requests and more independent updates from support workers, reducing reliance on admin intermediaries, which helped the RNIB align with their mission.

Remaining challenges include noisy environments and very long forms, but results are already measurable: fewer hand-offs, quicker resolutions, and more autonomy. The RNIB case shows that voice-first, inclusive design on the Now Platform improves both accessibility and efficiency.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

ServiceNow's achievement is significant because it addresses a gap that generic voice assistants and bolt-on accessibility fixes to Software as a Service tools have not solved. Mainstream voice tools lack domain understanding, cannot safely execute multi-step workflows, and often fail enterprise privacy and security standards. By contrast, ServiceNow built a voice interaction model designed for enterprise use cases, combining domain-aware parsing with atomic multi-step execution.

The co-design approach with disabled employees and advisory groups also sets this apart. Accessibility was not retrofitted but built into the product from the start. Features such as shorter, adjustable-speed AI summaries and privacy-checked "always listening" controls directly address barriers faced by users with vision, motor, and cognitive impairments. Few enterprise platforms offer this level of user-driven accessibility integration.

Product-level safeguards elevate the impact further. Automatic accessibility checks ensure issues are caught during development, reducing the need for costly fixes after release. Compared with ServiceNow's own past performance, this represents a shift, from incremental accessibility enhancements, to embedding accessibility as a core design and engineering principle.

Within the industry, competitors typically depend on consumer voice platforms or isolated accessibility add-ons. ServiceNow's approach is unique in uniting enterprise-grade workflow execution, privacy, and inclusive design at scale.

The result is measurable: faster, lower-effort task completion for disabled users, more independence, and greater efficiency across enterprise workflows.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Video demonstrations show people using accessibility features such as voice input, adjustable summaries, and interface adaptations in real workflows. These examples demonstrate measurable improvements in speed, confidence, and reduced effort's

The RNIB case study demonstrates improved screen reader compatibility, smoother hand-offs, and higher user confidence. These measurable results show increased independence and efficiency for blind and low-vision users.

The Accenture case study shows enterprise-scale impact through integrated accessibility, improved satisfaction, and more sustainable operations across hundreds of sites.

The AIMAC leaderboard and open-source repository provide independent evidence of leadership in accessible AI, validating the presence of built-in safeguards and responsible design guardrails.

Public community resources further help customers implement accessible configurations with confidence. Theme Builder Accessibility Checker documentation confirms automated checks during development, supporting claims of earlier detection and fewer late fixes.

ServiceNow's GenAI and Accessibility podcast, where they bring together other companies to discuss Accessibility and AI, show ServiceNow's leadership in accessibility across the GenAI industry. Their Press coverage in Forbes and CNET reinforces, and podcast episodes on ServiceNow's GenAI approach illustrate internal education and cultural maturity, showing that accessibility is integrated into everyday practice.

Together, these attachments provide independent validation of measurable impact, inclusive culture, and engineering excellence, demonstrating customer trust, leadership in accessible enterprise workflows, and the belief that accessibility is not an afterthought, but a foundation.