---
sourceDocument: Zurich Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Create an AI agent

# Create an AI agent {#ariaid-title1}

Release version: Zurich  
Updated November 23, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Create an AI agent in AI Agent Studio to solve problems for your users and coordinate with other AI agents while executing the agentic workflows.

## Before you begin

Role required: sn_aia.admin

## About this task

In the ServiceNow agentic ecosystem, an AI agent is a set of large language model (LLM) instructions and tools that can perform specific tasks.

An AI agent can collaborate with other agents to achieve better results by using fewer LLM calls. AI agents can also reach out to the user if they need any help or information.

## Procedure

1. Navigate to AllAI Agent StudioCreate and manageAI agents.
2. From the Add drop-down menu, select one of the following agent creation options:Chat or External.
   1. Chat: Select the Chat option to create AI agents in the AI Agent Studio to connect with internal AI agents within the ServiceNow AI Platform to execute agentic workflows.  
      The following instructions are for Chat AI agents. See the following links for guides to create other types of AI agents.
   2. Voice: Select the Voice option to create an AI voice agent.  
      See [Deploy AI agents for voice](https://www.servicenow.com/docs/T4OLDXuFnYWLA4RChwx07w "AI voice agents are generative AI-powered agents that bring natural, conversational experiences to phone-based support. As part of the broader AI agent ecosystem, they connect with telephony providers to replace rigid menu trees with seamless and human-like interactions that can help make support faster and more intuitive.") for more information on setting up and creating AI voice agents.
   3. External: Select the External option to create external AI agents in the AI Agent Studio to connect the ServiceNow AI Platform with the third-party agentic AI providers.  
      For more information about creating external AI agents in the AI Agent Studio, see [Create an external AI agent](https://www.servicenow.com/docs/2JX4cWRqOjxHDK5d6UFJxg "Create external AI agents in AI Agent Studio to connect the ServiceNow AI Platform with third-party agentic AI providers as primary agents.").
   {#configure-next-best-action-agent__substeps_xzc_zjq_hgc}
3. [Define the AI agent's specialty](https://www.servicenow.com/docs/YHtR7XNuPGWrm9p_nZ5fUQ "In the guided setup for an AI agent, write a clear description defining your agent and its role. You can also configure supported LLMs, enable third-party access, and manage long-term memory.").
4. [Define the AI agent security controls](https://www.servicenow.com/docs/dXvvVFPByrXRUHxE_roitw "In the guided setup for an AI agent, define security controls for who can access the AI agent and what data the AI agent has access to.").
5. **Optional:** [Add a trigger to automatically invoke your AI agent if a specified event occurs.](https://www.servicenow.com/docs/ytSTmOFMNMw6JCvgHSG7tQ "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met.").  
   If you want your AI agent to be used only in chats, you don't need to add a trigger.
6. [Determine the chat assistants to access your AI agent, set the processing messages, and activate your AI agent.](https://www.servicenow.com/docs/22VdQC03dVrgHyYAYomHag "In the guided setup for an AI agent, activate the AI agent to use in an assistant in ServiceNow Otto for Virtual Agent, and set the processing messages.").
7. Select Save and test to complete the configuration steps or review a previous step by selecting Back.  
   Selecting Save and test leads you to the AI agent testing page, where you can test the AI agent that you created. For more information, see [Manually test the execution of an AI agent](https://www.servicenow.com/docs/oioXHa3cU6kBp4rg7bh3fQ "Analyze the execution of an AI agent so you can see that it functions the way that you defined it.").

   To test the AI agent, you must have the sn_aia.admin role and any roles the ACLs configured for the AI agent and its tools require, if applicable.

## Result

You can see the AI agent that you created in the Manage agentic workflows and AI agents page.

If you selected Users with specific roles for your ACL, you can change roles at any point. Return to the guided setup and double-click the pills to make changes. All other security changes must be done on the ACL \[sys_security_acl\] table by a user with elevated permissions.

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