Real-World Use Cases from ServiceNow Yokohama Release
As organizations strive to deliver seamless workplace experiences, ServiceNow’s Now Assist is redefining how AI can proactively support employees. With the Yokohama release, ServiceNow introduces Agentic AI capabilities in Workplace Service Delivery (WSD)—enabling AI Agents to act with autonomy, context, and purpose.
🛠️ Manage Temporary Space Closures Agentic Workflow
The AI Agent executes maintenance tasks, blocks a room for maintenance, and moves any existing reservation to another location when the emergency workplace maintenance requested is assigned to a user in the Workplace Event Planners assignment group.
These Agents are used to Manage temporary space closures workflow:
|
AI Agent Name |
Description |
AI Agent Tools and Resources |
|
Workplace Case notes |
Workplace case notes updater |
Workplace case notes update |
|
Case Retriever |
Case Retriever |
Get meeting room maintenance case details. Get details of change event case. |
|
Reservation resolution processing AI Agent |
Reservation resolution processing AI Agent |
Auto-resolution for all the reservations. Fetch Reservations for a location and time range, Block location |
Key Functions:
- Retrieve Case Details: Access emergency maintenance request information.
- Block Locations: Identify and block rooms for maintenance.
- Notify Planners: Use the Now Assist panel to inform Workplace Event Planners of case resolutions.
- Confirmation Process: Obtain approval from planners before blocking locations or moving reservations.
- Update Case Notes: Document all actions taken for review.
Workflow Steps:
- Navigate to AI Agent Studio to access the workflow.
- Define triggers for emergency maintenance cases.
- Enable the Now Assist panel for notifications.
AI Agents Involved:
- Workplace Case Notes Updater: Updates case notes.
- Case Retriever: Fetches maintenance case details.
- Reservation Resolution Processing Agent: Manages reservation adjustments.
Trigger Conditions:
- Workflow activates when an emergency maintenance case is assigned to the Workplace Event Planners group.
🪑Intelligent Workplace Reservations
AI Agentic workflow Help manage workplace reservations enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information and updates an existing planned reservation with a new date, time, and duration.
These Agents are used in the Manage temporary space closures workflow:
|
AI Agent Name |
Description |
AI Agent Tools and Resources |
|
Reservation updating AI Agent |
Reservation updating AI Agent |
Update the reservation. |
|
Case Retriever |
Case Retriever |
Get details of change event case. |
|
Reservation analysing AI Agent |
Reservation analysing AI Agent |
Get edit link of reservation and alternate space recommendations. |
|
Workplace case notes updater |
Workplace case notes updater. |
Workplace case notes updated for a workplace case created for a change event request. |
The AI Agentic Workflow assists Workplace Event Planners in managing reservations by:
- Rescheduling Reservations:
- AI Agents gather information to update existing reservations with new date, time, and duration.
- If the original location is unavailable, the reservation is moved to a new location.
- Change Event Request: A request is submitted by a workplace user, creating a workplace case assigned to the Event Planners.
- AI Agents' Functions:
- Retrieve and analyse reservation details.
- Notify planners via the Now Assist panel.
- Update case work notes with actions taken.
- User Interaction: Planners can respond to AI queries and select from multiple location options.
- Accessing the Workflow: Navigate to AI Agent Studio to access the workflow and define triggers for event changes.
- Triggers: The workflow is activated when a change event request is created and assigned to planners.
🌟 Why It Matters
These use cases are part of a broader shift toward autonomous service delivery. By embedding Agentic AI into WSD, organizations can:
- Reduce manual effort and response times
- Improve service consistency and accuracy
- Deliver proactive, personalized support at scale
