Enterprise management software giant Workday Inc. is expanding its horizons beyond traditional human resources and finance, launching two new artificial intelligence (AI) agents aimed at streamlining information technology service management (ITSM) and corporate travel.
The new tools, announced Thursday, are integrated into Sana, Workday’s AI-powered platform for knowledge discovery and work automation. The rollout signals an aggressive shift for the company as it targets the burdensome administrative tasks that frequently bottleneck HR, IT, finance, and operations.
The new Sana ITSM agent aims to eliminate the friction that occurs when employee changes cross over from HR into IT territory. Traditionally, onboarding a new hire or changing a team member’s role requires manual coordination across ticketing systems to provision hardware, software licenses, network permissions, and corporate email accounts.
The ITSM agent automates this entire pipeline. During onboarding, it connects across the Workday ecosystem to auto-generate network usernames, set up roles, create Outlook inboxes, inventory hardware, and provision software licenses. Once complete, the agent automatically drafts introductory emails to management and schedules calendar events for the onboarding team.
By turning these historically manual, spreadsheet-driven workflows into self-service operations, Workday aims to drastically reduce human error and eliminate standard IT helpdesk delays for day-to-day requests like password resets.
Workday is also moving upstream into travel logistics with its new Travel Agent. While the company already processes expenses for 10 million active users, the new agent unifies the booking and reimbursement processes into a single experience.
The Travel Agent leverages existing employee data — such as flight preferences, airline loyalty programs, and company travel policies — to suggest compliant itineraries. It can intelligently differentiate between business and personal travel adjustments, such as flagging an extra personal hotel night while maintaining policy compliance.
Post-trip, the tool acts as an automated expense assistant. By syncing data from corporate cards, flights, and hotels, it flags missing receipts and prompts users to upload them. It then uses AI computer vision to extract data from receipt images, automatically completing and matching reports for final submission.
Despite the high level of automation, Workday emphasizes that human oversight remains central to the platform. Because the new agents are natively built into Workday’s core infrastructure, they adhere to the company’s existing security and compliance frameworks.
Jerry Ting, Workday’s vice president and head of agentic AI, said HR remains firmly in the driver’s seat, maintaining full governance over all AI-driven actions to ensure audit readiness and corporate control.
