Last week, as many of you attended "Yokohama" releases and followed by lot of insightful session on AI agents, session on Workflow data Fabric and of course, it was an interesting week altogether. I shared my excitement about introduction of ServiceNow's AI Agents and the groundbreaking advancements presented by ServiceNow.
We touched upon the core components of these AI Agents – Data, Tools, and Roles – highlighting how they work together to create intelligent digital workers. If you missed it, you can catch up on the discussion about the foundational role of Data - below is the link - https://www.servicenow.com/community/now-assist-blog/inside-servicenow-ai-agents-works-the-data-the-...
Let's see this week, How "Tools" adds their power to AI agents.
As you know AI agent are powered by Toolkit that enables us to perform our task and achieve remarkable use cases. think these tool are building blocks, allowing us to interact with the system, automate processes, and ultimately deliver exceptional servicers. Tools and Feature like Flow actions, Sub flows, Scripts, Now assist skills, Workflows, conversational Experiences are native to the platform and it is not a new one for us. Lets' see how these tool empower us when we use along with AI agents,
Flow Actions:
Flow actions help AI agents to automate processes with Flow Actions, triggering events and updating records efficiently. This streamlines workflows, reducing manual effort for faster resolution times.
Major outcome of using with along with AI agents brings improved speed and accuracy in routine tasks.
Sub flows :
Sub flow helps us to break complex tasks into manageable steps, ensuring accuracy. We use them to enhance process clarity and improve overall efficiency.
Outcome along with AI agents: Reduced errors and enhanced scalability in complex workflows.
Scripts:
Scripts allow us to add custom logic and tailor responses for personalized interactions. We manipulate data and handle complex requests with these powerful tools.
Outcome along with AI agents Increased flexibility and ability to handle unique situations.
Now Assist kills:
Now Assist Custom & OOB Skills are specialized actions and knowledge, enabling us to handle specific tasks. We constantly develop custom skills to improve accuracy and expand our capabilities.
Refer: Skill kit - https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/now-assist-s...
AI Agent Orchestrator:
Acts as Brain for this AI agents and this orchestrator manages our actions, coordinating complex tasks across multiple systems. We rely on it to seamlessly connect workflows and ensure smooth operation.
Workflow:
Workflows define the sequence of our tasks, automating multi-step processes. We use them to standardize operations and ensure consistent results.
Virtual Agent:
Virtual Agent enables us to interact with users through natural language conversations. We provide instant support and resolve queries efficiently through this interface.
so , ServiceNow AI Agents get benefits from a suite of powerful tools to streamline workflows and elevate user interactions. Through Flow Actions and Sub flows, we automate processes and orchestrate complex tasks, minimizing manual intervention and ensuring accuracy. Scripts and Now assist Skills enable personalized support and adaptable responses, catering to diverse user needs. Furthermore, the AI Agent Orchestrator, Workflow, and Virtual Agent facilitate seamless cross-system coordination, consistent process execution, and natural language communication, delivering an enhanced user experience and driving operational efficiency within the ServiceNow ecosystem.
so far, we have discussed about critical role of Data and seen how it add more value in powering AI agents. Now we have seen, tools that adds more power up the AI agents within ServiceNow ecosystem. in next article, we'll explore how role, the third pillar , help to better understand how these tool and Data bring s impact for ServiceNow users from AI Agents perspective.
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