AI Platform Capabilities ServiceNow AI Platform AI Control Tower AI Agents ServiceNow Otto Autonomous Workforce
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to work for you ServiceNow AI Agents act autonomously to get work done. They proactively solve problems and drive exponential productivity in IT, customer service, HR, and every corner of your business. Book Your Demo Calculate Your Value
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ANNOUNCEMENT Meet ServiceNow Otto, the new way to put AI to work We've reimagined Now Assist, Moveworks and AI Experience as ServiceNow Otto. One AI experience that completes work for every person in your organisation, across every workflow. Read Press Release Explore ServiceNow Otto
Discover the power of AI agents that are built-in, not bolted on Only ServiceNow unites AI agents, data, and workflows on a single, scalable platform. Unlock productivity at scale Deploy out-of-the-box AI agents or build your own using natural language in AI Agent Studio. Surface and rank the top agentic use cases with AI Agent Advisor and test them against real data before going live. View AI Use Case Library Connect and control any AI agent Unify third party AI agents and tools from any platform with ServiceNow AI Agent Fabric. Manage, monitor, and optimise any AI from a central intelligent hub with ServiceNow AI Control Tower. Explore AI Control Tower Put AI to work in a new way ServiceNow Otto™ turns intent into finished work. Ask through chat, voice, mobile, or web, and ServiceNow Otto handles the rest. Explore ServiceNow Otto Scale your team on-demand Deploy an Autonomous Workforce of AI specialists that do jobs, not just tasks. They orchestrate teams of AI agents to deliver outcomes from start to finish, adding instant capacity for teams that need to scale. See Autonomous Workforce
How ServiceNow AI Agents work Agentic workflows Agentic workflows represent the overall business objective you’re trying to achieve. Think of them as the reason why you’re deploying a team of AI agents. For example, you might want your AI agents to triage cases or categorise incidents. Video CTA AI Agent Orchestrator The AI Agent Orchestrator coordinates collaboration among teams of AI agents to successfully achieve specific goals. AI agent teams deliver better results than single AI agents, handling simple to complex workflows. Video CTA AI Agent Studio A development tool within the ServiceNow AI Platform, AI Agent Studio lets you build and customise AI agents. You can easily create specialised AI agents, set guardrails, and automate tasks using a natural language interface. Video CTA ServiceNow AI Control Tower AI Control Tower works with any AI, whether internally built or third-party sourced. It’s the central intelligent hub where you can connect your AI strategy, governance, and management across the enterprise. Video CTA Roles An AI agent’s role defines its purpose, objectives, behaviour, and interaction with users. In the ServiceNow AI Platform, roles are set in natural language rather than code. Video CTA Tools They are the technologies and resources that AI agents use to perform tasks and achieve use cases. AI agents use tools like flow actions, subflows, scripts, and skills to execute tasks and fulfil their roles. Video CTA ServiceNow Otto Ask through chat, voice, mobile, or web. ServiceNow Otto turns intent into finished work, following any task across systems to complete it end to end. Video CTA AI Agent Fabric Embedded within the AI Agent Fabric, Agent2Agent (A2A) protocol enables communication among ServiceNow and third-party AI agents. AI agents get context from external tools, data, and systems through the Model Context Protocol (MCP). Video CTA Data AI agents use business data to fulfil their missions and deliver personalisation. The data can include knowledge articles, historical incidents and cases, CIs from the CMDB, and information from other systems accessed with Workflow Data Fabric. Video CTA
Put AI to work for people AI agents work autonomously across your business, to support incident resolution, CRM updates, employee onboarding, vulnerability remediation, and more. IT
The best incident is the one that never happens AI agents streamline incident management and request fulfilment while automating tasks across IT operations. They help IT teams deliver smarter, improved service. Watch Demo (2:01) Explore Autonomous IT Solutions
Employee Experience
Automate the busywork, free talent for the big work AI agents can help submit HR requests and resolve inquiries. They also simplify access to essential information like policies, benefits, and support services. Schedule Demo Reimagine HR Services
CRM
Legacy CRM is broken, we’re fixing it AI agents can simplify your CRM by handling routine customer requests and automating complex processes. From issue resolution to large-scale coordination, they help deliver faster, more efficient support. Watch Video (2:03) Learn More
Risk and Security
Build trust and resilience for the AI era AI agents assist in managing and remediating risk incidents by automating key processes. They can also track system health and identify potential vulnerabilities to help mitigate risks. Schedule Demo Improve Security
App Development
Launch AI-powered apps in days, not months AI agents help accelerate and simplify application development by assisting with script, playbook, and code creation. They can also audit and manage knowledge bases to support faster releases, better collaboration, and fewer errors across environments. Schedule Demo Unleash Your App Vision
Customers innovate with ServiceNow AI See All Stories 40% reduction in time spent building forms and workflows Video CTA Learn More 30% faster dispute resolution time Video CTA Learn More 87% increase in the overall self-service rate Video CTA Watch Video (2:18) Learn More 1 month of work hours saved on documentation tasks Video CTA Learn More 80% ticket deflection rate across all departments Video CTA Watch Video (2:24) Learn More
Resources for you See All Resources analyst report 2025 Gartner® Critical Capabilities for Enterprise Low-Code Applications Discover why ServiceNow was ranked #1 for the Building and Managing AI Agents use case in this in-depth report. Video CTA Get Gartner Report Overview Page ServiceNow AI Platform Connect and automate all your workflows with the ServiceNow AI Platform. Video CTA Learn More
Get the support you need Training and certification Turn knowledge into measurable outcomes when you train with us. Boost your career with a globally recognised ServiceNow certification. Partners Find a ServiceNow partner that has proven expertise to meet your business needs. Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release. Community Connect, share, learn, and collaborate with over 650,000 like-minded individuals in the ServiceNow user community.
Frequently asked questions Expand All Collapse All What is an AI agent?

An AI agent can make decisions, take actions, and interact with their environment without continuous human intervention. They adapt to new information, learn over time, and manage a wide range of tasks that go beyond traditional automation. 

ServiceNow AI Agents, powered by the ServiceNow AI Platform, automate workflows, streamline operations, and adapt to diverse business needs across IT, HR, CRM, and more. They work together as teams guided by the AI Agent Orchestrator, accelerating outcomes and empowering people with a limitless, skilled digital workforce.

How do AI agents work? 
AI agents begin by defining goals and planning tasks within an agentic workflow, which represents the overall business problem they’re meant to solve. Then they gather relevant data from various sources and use it to reason and make decisions. Once they have a plan, AI agents use tools such as scripts, flows, and generative AI skills to execute tasks. AI agents monitor results, incorporate feedback, and adapt their approach. This continuous learning and improvement allows AI agents to refine their performance over time and handle complex tasks more effectively.
What are the types of AI agents? 
There are several kinds of AI agents, and two of the fastest growing categories are voice agents and web agents. Voice agents deliver faster resolution and a better experience by handling requests with fluent, human-like conversations. You can speak with them naturally, and voice agents will collaborate in real time to retrieve information and solve problems through conversation, not clicks. Web agents automate work by interacting with web interfaces like a human does in the browser. They unlock automation for hard-to-reach third-party apps without APIs, remove integration overhead, and orchestrate workflows across fragmented systems. 
How are AI agents built? 

Building AI agents involves these key steps:

  1. Define the AI agent's role, goals, and success metrics.  
  2. Select a large language model (LLM) and an orchestration framework to manage its logic and workflows.  
  3. Equip your agent with tools by integrating Equip your agent with tools by integrating APIs for actions and knowledge bases. With ServiceNow AI Agent Fabric, you can also use Model Context Protocol (MCP) to connect your agent to external tools and resources. Additionally, retrieval augmented generation (RAG) can help you create contextual understanding.
  4. Test the AI agent rigorously for safety and reliability. Then deploy your agent.Test the AI agent rigorously for safety and reliability. Then deploy your agent.
  5. Monitor its performance, gather feedback, and continuously iterate to enhance the agent’s skills and business impact.  Monitor its performance, gather feedback, and continuously iterate to enhance the agent’s skills and business impact.  

This structured approach will help you develop effective AI agents.
How can I get ServiceNow AI Agents?
ServiceNow AI Agents are embedded in the ServiceNow AI Platform so they are business-ready from day one. AI agents collaborate across every department, making use of your existing workflows and data to solve complex business problems. You can build custom AI agents using natural language in AI Agent Studio or deploy thousands of prebuilt AI agents, all secured and governed by ServiceNow AI Control Tower. 
Talk to our AI experts Find out how you can put AI agents to work in every corner of your business. Get Started
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