Agentic AI in Virtual agent

[SrushtiJ9806485]

Hello folks,

I want to set up Agentic AI for a virtual agent.
Does anyone have any ideas or resources, from basic to advanced? Can you suggest some articles?

[M Iftikhar]

Hi Srushti!
Here's a practical guide to get started with Agentic AI in ServiceNow's Virtual Agent.

Core Concept:
Agentic AI moves beyond simple Q&A. It enables the VA to perform multi-step tasks by using tools (like API calls, script includes, record operations) based on the user's request.

Key Steps to Set It Up:

1. Activate & Configure: Go to Now Intelligence > Agent Runtime > Configuration. Ensure "Agentic AI" is activated for your Virtual Agent.

2. Define the Agent's Purpose: In the VA workspace, create a clear instruction for your agent. Example: "You are an IT support agent. Your goal is to resolve employee issues efficiently by checking records, automating tasks, and providing clear answers."

3. Add Tools (The Most Important Part): This is what makes the agent "agentic".

   • ServiceNow Actions: Use pre-built actions like "Create Incident", "Update Task", or "Search Knowledge Base".

   • Custom Actions: Create your own actions using Flow Designer or Script Includes for complex tasks (e.g., "Reset user password", "Check software license availability").

   • API Integration: Connect to external systems via REST APIs to fetch or update data.

4. Test Thoroughly: Use the conversation tester in the VA workspace. Test complex, multi-step requests like, "My laptop won't turn on. Create a high-priority incident for me and check if there are any known outages."

Suggested Articles from ServiceNow Docs:

• Start here: "Get started with Agentic AI for Virtual Agent" (Search this exact title on the ServiceNow Developer portal)

• Deep Dive: "Configure tools for Agentic AI"

This approach will transform your VA from answering questions to actively performing tasks.
Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
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[kaushal_snow]

Hi @SrushtiJ9806485 ,

Start by ensuring your instance is on the Yokohama release or later and that the necessary plugins, such as Now Assist AI Agents, Generative AI Controller, and Now Assist for Virtual Agent, are installed and up to date......Navigate to AI Agent Studio via the application navigator to create and configure your AI agent..... here, you can define its purpose, set instructions, and associate it with an agentic workflow...

check these:

https://www.servicenow.com/community/creator-special-interest-group/ai-agents-hands-on-demo-setup-wa...

https://www.servicenow.com/community/now-assist-for-creator-forum/integrating-agentic-ai-with-virtua...

https://www.servicenow.com/community/developer-articles/get-familiar-with-agentic-workflows-amp-ai-a...

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.