Technology Award (large organisation): ServiceNow

WINNER: ServiceNow

About ServiceNow

ServiceNow is an American software company providing a cloud computing platform for building and managing automated business workflows across enterprise organisations.

Issue

Disabled people face barriers in the workplace, and mainstream voice assistants are not designed for enterprise use. Voice assistants struggle with domain-specific terminology, cannot reliably execute multi-step workflows, and often fail to meet organisational security and privacy requirements.

As a result, voice assistants in enterprise environments are typically either absent or ineffective, creating friction for users with accessibility needs and limiting the efficiency of voice-based interaction for all users.

What they did

ServiceNow developed Voice Input for Now Assist, an inclusive AI-powered voice interface designed specifically for enterprise environments. It enables users to complete complex workflows using secure, domain-aware natural language voice commands.

The solution was co-designed with employees with disabilities through over 100 hours of structured testing and feedback. This informed features such as adjustable speech speed, AI-generated page summaries to reduce cognitive load for screen reader users, and privacy-safe voice interaction options. The system supports users with permanent disabilities, fluctuating conditions, and temporary impairments such as injury.

The solution differentiates ServiceNow in the enterprise SaaS market by embedding accessibility directly into core product innovation rather than treating it as a compliance layer.

Impact

Voice Input for Now Assist delivers measurable improvements in productivity, usability, and enterprise performance.

Users with disabilities completed tasks up to 40% faster and rated usability 47% higher, demonstrating significant gains in efficiency and experience. The system also benefits broader user groups, including multitaskers, mobile users, and power users, improving speed and reducing cognitive load across workflows.

Voice Input for Now Assist is now rolling out across multiple industries, including IT, HR, and customer service workflows, expanding its market reach and operational impact.

Beyond product performance, Voice Input for Now Assist supports talent attraction and inclusion by demonstrating a commitment to accessible workplace technology and equity by design.

Overall, the initiative reframes accessibility as a driver of innovation rather than a constraint, showing how inclusive AI can improve independence, increase productivity, and set a new standard for enterprise software design.

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