This article will provide more information on all the Agentic AI capabilities that have been released by ServiceNow.
December release - Dec 2025:
Resolve HR Cases v3
- Persona – HR Agents, HR Agent Managers, HR Operation Leaders
- Availability - Now Assist for HRSD v12.0
- Dependency – HR Core, Group Action Framework (GAF) setup
Resolve HR Cases Flow addresses the challenges in managing HR cases which can often be time-consuming and inconsistent, especially when agents spend hours routing requests, searching for information, and responding to routine inquiries.
With this release, the Resolve HR Cases Flow breaks down HR case management into three distinct workflows:
- Predict Service and Transfer HR Cases - Automatically identifies the correct HR service for every incoming request and routes the case to the right HR service eliminating manual triage
- Resolve Non-Critical HR Cases - Handles general employee inquiries with AI-generated responses and relevant resources, while flagging VIP or complex requests for Tier 1 agent support
- Resolve Critical HR Cases - Generates step-by-step resolution plans for complex cases using company policies, fulfillment instructions, FAQs, and employee context, with fallback to similar past cases when needed
This release introduces the following AI agents to streamline HR case resolution:
- Record Field Value Predictor Agent Predicts the correct HR Service for each incoming HR case.
- HR Case Transfer Agent Routes the HR case to the appropriate HR Service based on predictions.
- Next Best Action Recommender Agent Suggests resolution plans using similar past closed cases when fulfillment instructions are missing.
When an employee submits an HR request, the flow begins with the Predict and Transfer workflow, triggered via AI Studio, which analyzes the request and routes it to the correct HR service. The Criticality Checker agent then evaluates whether the case is critical or non-critical. For non-critical cases, the Resolve Non-Critical workflow, triggered through business rules, automatically sends an AI-generated response with relevant knowledge articles and catalogs to the employee. For critical cases, the Resolve Critical workflow, initiated via a UI Action on the Case Form, assigns the case to a human agent who can generate a resolution plan. If fulfillment instructions exist, they are used to create the plan; if not, the Next Best Action Recommender agent suggests steps based on similar past cases. The agent can review, refine, and approve the plan, ensuring accurate and efficient resolution.
HRSD Now Assist Voice Agents
- Persona – Employees, HR Agents, Voice Administrators, HR Operation Leaders
- Availability - Now Assist for HR v12.0, Now Assist for Platform
- Dependency – Twilio or Genesys needed as CCaaS provider
- Instance version – YP6 and above
HRSD Now Assist Voice Agents empower employees to access instant, 24/7 HR support through natural voice interactions and reducing wait times and Tier 1 workload for HR teams. Employees simply call the HR service number and interact with the Voice Agent agent for self service. AI Agents can refer to existing Knowledge and requests and leverage tools like integrations to support employees on the following:
- Getting answers to simple questions
- Creating new cases
- Checking case status
- Handling PTO requests
- Updating personal information
To get started with Voice Agents, admins can go into AI Agent Studio à Settings to find Voice Service. This is where you can define which AI Agent should be involved in the Voice interactions, i.e. a Time Off Requestor to help check for PTO balance and request time off or an AI Agent that can answer employee questions, etc.
In the next step, you can select a voice that will deliver the experience that your employees are looking for. ServiceNow provides a library of voices and allows you to personalize the experience. As of the December release, Voice Agents can also support employees in English, Spanish, and German.
After choosing the voice, you can define which type of phone number the employee can call in from, whether it’s their home, work, or mobile number. You can select how you want to authenticate your employees, whether it’s a soft pin, authentication code, Okta Push, or Knowledge factors. We want to ensure there’s flexibility in how our customers can securely authenticate employees who are calling in.
For the last step, you will need to set up the settings for a call, like fallback options and call timeout. An integration with your telephony provider needs to be configured so the employee can have a way to call in. We support out of the box integrations with telephony systems like Twilio and Genesys Cloud.
In addition to these capabilities, we also give admins the ability to pull call transcripts in the interactions level for auditing purposes.
Tuition Reimbursement Request
- Persona – Employees, HR Agents
- Availability - Now Assist for HRSD v12.0
- Dependency – HR Core
In March 2025, we released a workflow that addresses the pre-approval process. The AI Agents can help evaluate employee eligibility against company policies for tuition reimbursement. In the December 2025 release, we are focusing on the reimbursement process. In the reimbursement process, employees need to submit receipts or transcripts to show that they have successfully completed the course. Typically, human agents would review this manually, which can be repetitive and time consuming.
This streamlines reimbursements, reduces HR workload, and ensures compliance with policy requirements.
To help human agents review these requests more efficiently, we have released 2 AI Agents:
- Tuition reimbursement request evaluator AI Agent
- Tuition reimbursement request closure AI Agent.
These AI Agents can extract information from the attachment and evaluate it against the company policy to determine whether the employee is eligible for reimbursement or not. The human agents can ask questions about the document and policy and give the sign off to approve or decline the employee’s request. Following the human agent’s confirmation, the AI agent can close out the case accordingly. This workflow will help to streamline reimbursements, reduce HR workload, and ensure compliance with company policy requirements.
Employee feedback collection AI agent
- Persona – Manager
- Availability- SR-HR-Talent AI Agents v3.0 plugin
- Dependency- Talent feedback plugin should be installed
Managers often face challenges in efficiently gathering employee feedback, as they spend too much time identifying suitable collaborators, sending out requests, tracking responses, and following up. This feature streamlines the process by allowing managers to use Now assist chat for end-to-end feedback requests. Managers can start by selecting an employee, choosing collaborators from a suggested list, setting a due date and notes, and then sending out the requests. They can also monitor the progress and access all collected feedback directly within the chat window. Integrated with Employee Center To-Dos and notifications, this functionality ensures that both collaborators and managers are easily alerted about feedback or request statuses. This feature streamlines feedback gathering and lessens managers' administrative burdens, allowing them to focus more on strategic tasks.
Zurich release - Sept 2025:
In the Zurich release, we have new Agentic workflows that help drive productivity for various personas such as HR agents, recruiters, new hires, and managers. Check out this blog post to learn more about the latest!
Create Job Requisition
- Persona – Manager, Recruiter
- Availability – HR Talent AI agent collection plugin available on the ServiceNow Store
- Dependency – Interview Management, hiring tab, Talent profile, Recruiter workspace, applicant center and Hiring connector.
The job requisition process can often be slow and challenging to scale, with hiring managers sometimes uncertain about how to begin or what is required. This agentic use case enables managers or recruiters to initiate a job requisition directly within the 'now assist' conversation by simply responding to a few targeted questions. This team of agents streamlines the process by gathering relevant inputs, conducting compliance checks, and refining requisition details, resulting in reduced time to open positions, lower cost per hire, faster and more accurate hiring decisions, and improved candidate quality.
Scheduling Interview
- Persona – Recruiter
- Availability – HR Talent AI agent collection plugin available on the ServiceNow Store
- Dependency – Interview Management, Hiring tab, Talent profile, Recruiter workspace, applicant center and Hiring connector.
This capability streamlines interview scheduling by interpreting intent, finding optimal time slots, drafting communication and handling invites automatically. This agentic workflow enables hiring teams to schedule interviews faster & efficiently with reduced need for re-scheduling and thereby decreasing time-to-hire. Recruiters or coordinators can trigger this by typing schedule interview on the now assist chat right from the workspace view. By most of the heavy lifting being done by AI agents in scheduling the interview, it helps reduce time to schedule per interview by more than 60%.
Generating Onboarding Ramp-up Plan v1.1
- Persona – Managers, Onboarding Specialists, Employees
- Availability - Now Assist for HRSD v10.0 plugin available on the ServiceNow Store
- Dependency - HR Service Delivery AI agent collection (v4). Has soft dependencies on the following for an ideal output: Talent Acquisition, Talent Development Core and Learnings
Managers often spend hours manually curating onboarding plans for new hires, gathering learning materials, scheduling introductory meetings, and assigning team-specific tasks. The Zurich release introduces the Generate Onboarding Ramp-Up Plan, an AI-powered workflow that automates and personalize the onboarding experience.
Once a candidate accepts an offer, the system applies a standard organizational template and, five days before the start date, activates three agents. The Input Gathering Agent analyzes resumes, interview notes, and job descriptions to identify skill gaps. The Plan Generator Agent builds a structured, stage-based plan with personalized learning tasks, team activities, and 1:1 introductory invite. Finally, the Reviewer Agent presents the plan to the manager for review and customization. Once approved, the new hire gains access to a tailored onboarding journey that boosts engagement, accelerates ramp-up, and sets them up for success from day one.
Resolve HR Cases v2
- Persona – HR Agents, Employees
- Availability - Now Assist for HRSD v10.0 plugin available on the ServiceNow Store
- Dependency – HRSD Core, HR Service Delivery AI agent collection (v4). Soft dependency on Knowledge Graph.
Resolving HR cases has traditionally been a time-consuming process for Tier 1+ agents, requiring manual review of policies, FAQs, and fulfillment instructions to understand context and craft a resolution. The Zurich release introduces the HR Case Planner AI Agent to solve for the same.
When an employee submits an HR request, the AI agent evaluates its urgency, routing critical cases to human agents and automatically resolving non-critical ones via the noncritical HR case agentic workflow, by synthesizing relevant knowledge articles and sending responses via email and NAVA. For critical cases, agents can now use the “Generate Plan” UI button on case form, which triggers the planner agent. This planner agent then compiles case details, fulfillment steps, and supporting content into a clear, step-by-step resolution plan. Agents can review, adjust, and approve the plan, which is then saved to the worknotes for audit purposes. These enhancements streamline the resolution process, reduce manual effort, and empower HR teams to deliver faster, more consistent support.
Help Plan Growth conversations - Using Now Assist AI agents
- Persona – Manager
- Availability –Now Assist for HRSD v10.0 plugin available on the ServiceNow Store
- Dependency – HR Talent AI agent collection
This agentic flow assists managers by enabling them to effectively prepare for and conduct productive growth conversations with their teams. Leveraging a range of AI agents, managers can schedule growth discussions, access summaries of employees’ skills, achievements, and other relevant insights from Growth applications, and seamlessly incorporate suggested talking points into the meeting agenda. Additionally, these agents provide managers with pertinent resources to ensure thorough preparation for each conversation. The following sequence outlines how these agents collaborate to facilitate comprehensive support for growth conversations from start to finish.
Agent-1: Getting common time slots & schedule growth discussions
Agent-2 : Generating employee summary and get a list of suggested talking points
Agent-3 : Getting resources for managers to prepare for effective growth conversations
Managers can trigger this by clicking ‘Plan conversation with AI’ button on conversations tab.
May 2025 Release:
The May 2025 Store Release has two agentic capabilities: Resolve HR Cases, AI Agents for Growth Conversations.
Resolve HR Cases
For the "Resolve HR Cases" use case, we have shipped 4 agents Out of the box to work – Record management agent, HR criticality detection AI agent, HR search retrieval AI agent and HR notification Agent. This agentic workflow automates the resolution of employee queries by leveraging AI agents to create case, detect "criticality", and shares relevant KBs/ catalogs with the employee.
When an employee submits their question through email or on the portal, the AI Agents will gather the case details and analyze if the case is critical. If the case is critical, then the case is routed to a human agent to service. If the case is analyzed to be noncritical, then the HR search retrieval AI Agent surfaces up the relevant KBs and catalog items that could resolve the employee’s question. At the end, the notification agent then updates the case and sends a notification either via email or through Now Assist in Virtual Agent.
AI Agents: Growth Conversation Planning
In the Agentic AI space, two agents are being released specifically to assist managers in planning growth conversations with their employees.
- The first agent is the conversation management agent, which collects employee details, checks for upcoming conversations(if any), and schedules new conversations by finding common time slots, including those in the Outlook calendar.
- The second agent is the employee data summarization agent, which compiles and summarizes employee’s activities, such as skills, learning, feedback, growth plans, journeys, mentoring activities, and more. It also suggests talking points for the conversation and adds them to the conversation agenda. This agent is triggered subsequently after the first agent, subject to the initial request message.
Manager can trigger these agent by initiating conversation with Now Assist Virtual Agent chat on employee portal. These agents aim to streamline the process of managing and conducting growth conversations, making it easier for managers to engage with their employees effectively.
March 2025:
In March 2025, we released capabilities such as AI Agent Studio, Help Resolve Tuition Requests, as well as AI Agents for High Volume HR Requests.
AI Agent Studio
To deploy and configure AI Agents, you can use the AI Agent Studio to help you get started. The AI Agent Studio guides you through the deployment process so you can automate and realize value quickly.
Before diving deeper into Agentic AI, let’s define some new terms, like use case and AI Agents. A use case is the business objective and an end goal we are trying to reach. Each use case will have various AI Agents working together. These AI Agents will have roles and instructions on what they need to do. There are various platform tools like workflows, integrations, and skills aligned to the AI Agents. These tools allow the AI Agents to autonomously take action on the tasks that they are assigned to.
In the AI Agent Studio, there are various capabilities to make it easy for you to implement AI Agents:
- Prompt Rewriting – Auto-generation of instructions for AI agents and use cases to mitigate prompt paralysis + streamline setup/config
- Recommended Tools/Agents – System-recommended Tools and AI agents to mitigate the need to navigate to other apps
- OOB BU Agents and Use Cases – Promoted OOB Agents and Use Cases
- Overview Video – Conceptual breakdown of AI Agents
- Journey Checklist – checklist for setting up and configuring AI agents/use cases
On the “Create and Manage” tab, this is where you can easily activate and configure your AI Agents. Here you can modify the AI Agents, as well as provide tools and instructions on the AI Agent’s role and responsibilities.
After configuring the AI Agents, you can test them out right from the Studio view and quickly edit them in one place.
Along with these capabilities, there is also a dashboard available to you to measure value and success.
- Analytics – Dashboard built in Performance Analytics to measure KPIs for impact on business (tasks resolved using AI agents, conversations using AI agents, etc) as well as usage metrics (execution plans, AI agents tasks, etc)
With the AI Agent Studio, we are providing one place to get all configuration work done, so you have an easy and fast deployment experience.
Help Resolve Tuition Requests
In our March release of AI Agents, we are releasing an out of the box use case for requests that require policy validation, which are usually manual and require high effort for resolution.
In this case, this is built specifically for tuition reimbursement scenarios where you need to reference a policy to approve or disapprove a request that comes in. For this use case, there are seven out of the box agents that are mapped to it. These AI agents will accelerate the way human agents can resolve cases.
Team of AI Agents for this use case:
-
The seven agents include:
- HR total rewards - case details manager: This agent can fetch details of a HR Total Rewards case.
- Tuition reimbursement requestor information retriever: This tool can collect details about the tuition reimbursement requestor
- Tuition reimbursement policy content retriever: This agent can fetch the content of tuition reimbursement policy.
- Tuition reimbursement checklist creator: This agent specializes in generating a detailed checklist of criteria that must be satisfied to obtain approval for tuition reimbursement request. This agent can execute only if Tuition Reimbursement policy content is provided.
- Tuition reimbursement eligibility evaluator: This agent can assess tuition reimbursement requester eligibility for tuition reimbursement pre-approval.
- Approval task creator: The Approval Task Creator agent is responsible for creating new approval tasks. It first checks for any existing approval tasks, notifies the manager about them, and proceeds to create a new task if none exist.
- HR case closure evaluator: This agent can update HR case state and work notes for the case closure.
Key configurations:
For this use case, you can start by going to your AI Agent Studio. Here, you will provide instructions in your natural language on what the end goal for this use case is.
From there, you can define what AI Agents are needed for this use case.
These AI Agents can be further defined with instructions and the tools that are needed to execute on their assigned work.
After you’ve set up the AI Agents and the use case, you can test out the AI Agents using the Testing feature. You can see the individual AI Agents getting activated and see them in action. You can make changes right away and ensure you are creating the desired experience.
AI Agents for High Volume HR Requests
Alongside with the policy issue resolver use case, we released standalone AI Agents that can be used to address high volume HR requests.
Here are the 8 AI Agents that are included with this release:
- Employee time off request assistance AI agent
- Employee holiday calendar retrieval AI agent
- Employee total rewards information AI agent
- Employee profile information AI agent
- Expense details completion AI agent
- Employee personal information updates AI agent
- Employee performance feedback AI agent
- Employee benefits information AI agent
These 8 AI Agents can be used to configure a larger use case and help resolve cases faster for HR teams. Note that these standalone agents call on existing integrations that can be used in resolution for the listed HR queries.
Key Configurations:
To get started, you can access these individual AI Agents in your AI Agent Studio. From there, you can provide instructions on what the AI Agent’s role and responsibilities will be.
From there, you can add tools, like integrations to other systems, to pull in the PTO information to ServiceNow. Once you have completed this step, you can click on Testing and see your AI Agents in action.
We'll update this article once a new release is live, so check back here for updates!
2 Comments
