Readiness of AI Agents?

[FilipVacula]

Hi there,

I am really excited for AI Agents, as I believe it could be the first GenAI feature in ServiceNow with a serious value-add, compared to the rather basic summarisation and its variations.

As such, I am trying to monitor the progress and especially availability for key partners to get hands-on experience. However to this point, I am really lacking any progress updates recently. Thus my question -- what is the latest status and when can we expect to try AI Agents for CSM or ITSM in practice, so we can communicate its value to customers based on first-hand experience?

Also, I have recently seen a demo of a voice-based AI support agent and see big potential in it. Can we expect similar functionality from AI Agents? I am specifically interested in the voice-based support, as the interaction pretty much replicated calling a person at a helpdesk, just with no people involved.

Looking forward to all the news and information!

Filip

[alexsam986]

ServiceNow’s AI Agent rollout for CSM and ITSM is well underway, early partner previews kicked off in late Q2 2025, and broader access is expected across the Utah and Vancouver releases through Q3 and Q4. If you're a ServiceNow partner, definitely keep an eye on Now Learning or the Partner Portal for updates.

Voice support is in the works too. It’s not fully GA yet, but ServiceNow has demoed internal voice-enabled AI Agents. In the meantime, you can already integrate voice using Virtual Agent Designer and IntegrationHub with platforms like Amazon Connect, Twilio Voice, or MirrorFly. The voice demo you saw probably used an LLM paired with a telephony stack, a setup you can replicate today using external tools.

[FilipVacula]

We do live in an exciting time now. AI Agents might finally fulfil people's expectations of Generative AI. I agree with the Now Learning, I mean, ServiceNow University. I really liked the quick AI Essentials course.

Happy to hear about the planned voice support. It holds considerable value potential.