On January 28, 2026, ServiceNow announced it has selected Anthropic’s Claude as the default model for its ServiceNow Build Agent and as a preferred model across the ServiceNow AI Platform. The move is presented as part of a broader effort to move AI from experimentation into production with enterprise-grade scale and security.
Why this matters
ServiceNow provides a single platform that helps large companies manage and automate everything from IT support and HR to customer service. The platform processes more than 80 billion workflows each year, including security incident response, new-employee onboarding, and customer support queue management. Integrating Claude aims to bring Claude’s reasoning and coding capabilities to those workflows while preserving the access controls, usage monitoring, and compliance enterprises require.
Build Agent and app development
Claude will be the default model powering ServiceNow Build Agent, an enterprise-grade coding solution for creating AI-driven apps and automations. ServiceNow says Build Agent has seen notable early traction and expects its usage to quadruple over the next 12 months. With Claude integrated, both professional developers and citizen developers can use natural-language prompts to build applications that previously required significant developer support, and can design, test, and run agentic automations. Customers will be able to assign more advanced AI tasks to Claude while keeping full visibility and control over its actions.
Faster adoption and industry use cases
ServiceNow and Anthropic are also targeting faster product deployment and adoption: ServiceNow aims for a 50% reduction in customers' time-to-implement when using Claude, shortening the interval from initial sales conversations to autonomous deployment.
The companies plan to develop industry-specific agentic applications for sectors such as healthcare and life sciences. In these settings, Claude is intended to support tasks like research analysis and claims authorization while operating within ServiceNow’s governed platform. The announcement notes Claude Opus 4.5 leading major medical benchmarks and life-sciences evaluations*, and suggests these solutions could reduce claims-authorization time from days to hours and lower costs. ServiceNow and Anthropic will bring these industry solutions to market together.
How ServiceNow will use Claude internally
ServiceNow will deploy the same Claude capabilities across its global workforce of more than 29,000 employees.
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Sales productivity: 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, allowing sellers to synthesize prospect information, account context, and other materials in one place. Early test results show up to a 95% reduction in preparation time, enabling sellers to focus on strategic conversations instead of manual research.
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Developer productivity with Claude Code: ServiceNow has rolled out Claude Code, the AI coding assistant, to engineers, developers, and technical teams. Teams use Claude Code to write and review code, debug issues, automate repetitive development tasks, and accelerate internal tooling, reducing the time between idea and implementation across the organization.
Availability
Claude is now available as the default model for Build Agent and as a preferred model across the ServiceNow AI Platform. Tens of thousands of ServiceNow enterprise customers and the company’s global workforce can access Claude to build and deploy agentic automations and workflows across departments.
*The announcement references evaluations for Claude Opus 4.5; details and citations are provided in the source materials.
"A common error enterprises make with AI is to treat it as a kind of ‘bolt on’ tool that you access now and then. But the way to get much better results is to make AI an integral part of how you get work done—woven into the whole range of things workers do every day. That is where you actually start to see what these systems can do, and it's what we're doing in our partnership with ServiceNow," said Dario Amodei, CEO and co-founder of Anthropic.
"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. "This partnership is about reimagining how work gets done. It puts the power to build, deploy, and scale mission-critical applications into the hands of every person, in every industry, at every level. Together, we are proving that deeply integrated platforms with an open ecosystem are how the future is built."
