Now Support: Trailblazing the way forward with AI agents
You might think Now Support is only for tech support, but in reality, the team does a whole lot more. Our Now Support team has been at the forefront of integrating AI agents internally as customer zero, including them in the recent ServiceNow Platform Yokohama release with new features.
An AI agent is a system that can learn, reason, collaborate, and solve problems autonomously. ServiceNow AI Agents, built on our platform, autonomously take action and proactively solve challenges in IT, HR, customer service, and other areas, unlocking productivity and delivering measurable outcomes.
The team consistently takes the first step with new features in our platform releases to ensure the rest of the company—and eventually our customers—benefits from early learnings.
“Being customer zero means embracing challenges early on so we can provide meaningful feedback that shapes the product before it reaches our customers,” says Keith S., senior staff software engineer. “It’s something we take pride in.”
Understanding customers’ needs
The Now Support team’s mission is to identify customers’ pain points and strategize with product teams to resolve them using AI.
“One of our main goals is to understand the day-to-day problems our customers face, then turn those into actionable demands,” says Danni V., staff technical product manager. “We work closely with our partners in digital technology to make sure the solutions we implement actually meet those needs.”
For example, AI agents assist support engineers by automatically retrieving key diagnostic data—such as recent customer cases or change records—at the start of a troubleshooting process. This saves time and improves accuracy in resolving issues, especially in complex environments.
“Previously, human agents had to manually dig through systems for relevant data,” Keith says. “Now, the AI agents pull that information for them, so they can jump straight into solving problems.”
Revolutionizing solutions
For the team, working on AI agents is a chance to help transform the tech industry. “It’s incredibly exciting to be part of something that’s changing the way we think about problem-solving,” says Amr E., business project manager. “This isn’t just a technology trend—it’s a revolution.”
As AI agent adoption grows, so does the impact. Every day, AI agents continue to develop—delivering better accuracy, more robust features, and greater value.
“From our first use cases in Yokohama to the improvements we’ve seen with each app update, we’re on a strong upward trajectory,” Keith says. “Our goal is that every persona interacting with Now Support will have some form of AI agent assistance.”
Advancing adoption
Looking forward, the Now Support team is focused on increasing its use of AI agents, improving accuracy, and helping build trust in the technology. The team aspires to lead by example and inspire others across ServiceNow to embrace and experiment with AI.
“Evangelizing AI agents is key to unlocking their full potential,” Danni says. “We need feedback, experimentation, and collaboration to make these tools even better.”
“We’re proud of what we’ve accomplished, but we’re just getting started,” Keith adds.
As AI becomes increasingly central to business operations, ServiceNow is uniquely positioned to lead the way. Our AI platform for business transformation unifies AI agents, data, and workflows end to end to deliver meaningful results.
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