Great experiences are resonant and come from engaging, personalized connections with products and brands. They make us feel heard and that our needs are anticipated, supported, and understood.
Generative AI (GenAI) does a good job of facilitating this. That’s because GenAI is able to understand intent, interpret context, ask clarifying questions, and deliver the best response to a user’s question. When we combine GenAI with conversational experiences, like a virtual agent, it feels natural, personalized, and engaging.
At ServiceNow, we’ve always believed technology should be in the service of people. That’s why we’ve spent years incorporating AI and other emerging technologies into the ServiceNow® platform. We want to help make people more productive so they can do work that’s meaningful.
Using GenAI and related technologies, we can deploy AI assistants that accomplish manual, repetitive tasks, working in partnership with people who supervise their work. This frees people to focus on more strategic and meaningful work.
In the Now Platform® Xanadu release, we announced ServiceNow AI Agents for IT, customer service, procurement, HR, software development, and more. I’m excited about this because agentic AI represents a big leap forward in putting AI to work for people.
Simply put, agentic AI multiplies what people can accomplish on their own. It involves AI systems that act and interact in smart and autonomous ways—with people providing oversight and guardrails. Agentic AI moves people from being helped by AI assistants to managing fleets of AI agents.
Just think, someone at work can multiply their productivity by managing agents doing work on their behalf. This is possible because of ServiceNow’s ability to deploy AI agents on a single platform across an entire business, combined with the enhanced ability for these AI agents to reason, learn, and act on behalf of people.
Think of the possibilities. People can equip AI agents to identify and resolve problems independently—with humans in the loop. This has the potential to reinvent customer and employee experiences.
For instance, an AI agent can accelerate customer service by completing tasks such as retrieving a knowledge base article, analyzing similar cases, and generating an email response. Once the manager reviews and closes the case, the AI agent can summarize it. All this saves the manager significant time.
Agentic AI offers unlimited ways to simplify work for people. By reducing repetitive, mundane tasks, ServiceNow AI Agents can radically transform employee and customer experiences. Here are three key benefits:
Each organization has unique needs. You can easily create custom AI agents—and skills tailored to those unique needs using our new Now Assist Skill Kit. These agents will work together with employees to help manage workflows from start to finish.
Agentic AI is tech in the service of people. You can create AI agents that work for and with your people. Robust governance and analytics help ensure you stay in the driver’s seat.
ServiceNow AI Agents run on a single platform, architecture, and data model. This means the ServiceNow AI Platform can deploy AI agents across an enterprise, unleashing them for a broad set of use cases.
And because AI agents run on the ServiceNow AI Platform, they operate natively and securely with your data, workflows, and integrations.
The product experience team I lead is focused on making the ServiceNow AI Platform simple, intuitive, and engaging to use. Agentic AI helps us fulfill that goal by making people more productive. ServiceNow Customer Service Management AI Agents and IT Service Management AI Agents are expected to be available in November.
Find out more about how ServiceNow helps organizations put AI agents to work for people.
