What is AI web agent?
AI web agent is a new ServiceNow product that helps customers tackle complex or repetitive tasks across the ServiceNow platform and other third-party systems. Now Assist AI Web Agent “sees” and “interacts” with the ServiceNow interface just as a user would—clicking, typing, and scrolling—to execute actions on your behalf. Simply tell the web agent what you need, from updating user roles to scheduling maintenance, and it handles the work for you—seamlessly and behind the scenes.
See AI web agent in action
Watch the demos that were showcased at Knowledge 2025.
Demo: AI web agents follow human demonstration and solve incidents
Demo: AI web agents follow IT Operations Launchpad and setup New Relic integration
Demo: AI web agents troubleshoot defective assets
How is this different from RPA (Robotic Process Automation)?
RPA often relies on scripted interactions across multiple systems, requiring users to develop or maintain “bots” with exact sequence and pixel of clicks. AI web agents integrate deeply with ServiceNow’s AI Orchestration Engine, require minimal setup, using contextual insights to self-correct, reason, and decide on what UI element to engage on the spot, collaborate with other AI skills, and deliver more intuitive results than traditional RPA bots.
How does AI web agent work with other ServiceNow AI capabilities?
AI web agents act as both a generic purpose AI agent and also a specialized “tool” in the ServiceNow AI Orchestration Engine. These agents seamlessly coordinate with other AI-driven features—like Virtual Agent or RAG search—to streamline complex workflows and share contextual data in real time. In future releases, AI web agents will be generic-purposed so they can be invoked when there is no other AI agent to fulfill the ask.
This is awesome! How can I get started?
The beta version of AI web agent will be released in Sept 2025. To register for the beta release, please scan the following QR code to submit your interest and we will be in touch!
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This article may contain “forward-looking” statements that are based on our beliefs and assumptions and on information currently available to us only as of the date of publication. We cannot guarantee that we will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements, and you should not place undue reliance on our forward‐looking statements. The information on new products, features, or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision, is for informational purposes only, and shall not be incorporated into any contract, and is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at our sole discretion. We undertake no obligation, and do not intend, to update the forward‑looking statements.
