I am still awestruck from Yesterday's session ( Thank you Tom Freeman, CJ, And Carleen, Awesome !) and My today's partner showcase on ServiceNow AI agents! Having anticipated this for a while ( one of the perks being a partner), it is exhilarating to see these innovations come to life.
With the Yokohama release, ServiceNow has officially pulled back the curtain on AI Agents, introducing a new era of Intelligent automation. While attending sessions and exploring this Micro portal - https://www.servicenow.com/ai.html , I saw firsthand how these AI Agents operate behind the scenes.
They aren’t just another chatbot or automation script. That's nice being a partner , you get some good insider perception !
They are Intelligent Digital workers designed to understand business data, leverage powerful automation tools, and play well-defined roles within enterprise workflows.
In this blog, I try to share my thoughts and what I explore on how ServiceNow AI agents works functionals from three major components and how they delivery smarter, faster, and more intelligent automations.
These three critical perspectives are Data, Roles and Tools which makes this AI agents more powerful.
Data : The Foundation of AI Agents.
Our AI Agents highly rely on a vast ecosystem of business data to fulfill their purpose and deliver personalized experiences as per your use cases and Results expected. This data comes from multiple sources, including:
• Knowledge Articles – AI Agents use knowledge bases to provide relevant responses and solutions. So Clean and properly managed Knowledge bases and Articles going to be key in creating your AI agents
• Platform Data – AI-driven decisions are enriched by information from ITSM, CSM, HR, and other ServiceNow modules. Insights and information from these modules helps to take this AI driven Decisions
• Integration Hub & External Sources – AI Agents going to access external enterprise data through Integration Hub, connecting with third-party systems.
• Workflow Data Fabric – Meet the New kid in Town. It Plays a critical role by ensuring that AI agents can seamlessly access and utilize data across workflows. Ensures AI Agents can seamlessly interact across different workflows and processes.
• Other AI Agents – Your AI Agents can collaborate, sharing insights and responsibilities across tasks.
By utilizing this interconnected data ecosystem, AI Agents can personalize the responses, automate your resolutions, and optimize existing workflows without requiring extensive Human intervention.
With this strong Data Foundation, AI agents can provide accurate, context- aware response and reduce Human efforts
Data is one part of the equations. AI agents don't just use data - they Act on it!
Lets' explore, How "Tools" power this AI agents .. Stay tuned!
Reference :
https://www.servicenow.com/ai.html
https://www.servicenow.com/products/ai-agents.html
Tom Freeman's Yokohama platform release video
https://www.servicenow.com/lpebk/ema-gen-ai-redefining-it-service.html
Regards,
Paul
Feel free to comment, edit, correct , Disagree ! Lets learn Together
