Exposing Agentic AI to End Users

[NisargaY]

Hello ServiceNow Community,

I am exploring the possibility of exposing Agentic AI to end users. Can anyone share insights on whether it’s feasible to make Agentic AI accessible to end users within ServiceNow? If so, what channels or methods can be utilized for this purpose?

Any guidance or experiences would be greatly appreciated!

Thank you.

[Dr Atul G- LNG]

Hi Mate,

I’m a BPC, and during one of my workshops, someone pointed out an important principle: businesses should never directly expose their technology to end users. The same applies here — AI agents are meant to serve internal or background purposes and are not typically exposed to the end user.

End users are generally not interested in the underlying technology; what matters to them is the outcome or output — whether the work is done by a human, a machine, or through automation. What they care about is that the task is completed effectively, not how it’s done.

[NisargaY]

Hi Atul
Thank you for your response

Do we have any available option to invoke the AI Agents in VA/SP/ESC

[Dr Atul G- LNG]

Hi @nisarg

You're missing the core point here. AI agents operate in the background, handling tasks behind the scenes.

Tools like Virtual Agent (VA), Service Portal (SP), and Employee Center (ESC) serve as the front-end interfaces for users — where they submit requests or create incidents. Based on user actions and logic defined in the background, the AI agent identifies and picks up the appropriate tasks to execute.

[warren_chan]

Yes, this is coming soon (likely Q3 2025 release) in AI Agents. We're looking to have Virtual Agent act as a front-end channel for end users and requesters. Virtual Agent will be able to hand off to an AI Agent.