--- 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 --- # AI Desktop Actions # AI Desktop Actions {#ariaid-title1} Release version: Zurich Updated October 12, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of AI Desktop Actions ServiceNow AI Desktop Actions enables customers to automate repetitive desktop and web tasks by designing, configuring, and managing desktop actions. These AI-driven actions allow agents to autonomously or semi-autonomously execute multi-step workflows, including conditional logic, across legacy systems, thick client applications, and web environments without requiring APIs. The solution adapts dynamically to changes in application states and user interfaces, improving automation resilience by detecting errors and attempting recovery through alternative methods. Show full answer Show less ## Types of Desktop Actions * **Defined Path Desktop Actions:** These involve recording or capturing a fixed sequence of deterministic steps executed in order by the AI agent. They are ideal for repeatable tasks with consistent and predictable UI interactions in both desktop and web contexts. * **Adaptive Path Desktop Actions:** Designed specifically for web-based tasks, these actions allow customers to specify high-level objectives. The AI agent then dynamically generates an execution plan and adapts to changing UI elements and conditions, making them suitable for tasks requiring flexibility and real-time decision-making. ## Practical Use and Setup * **Explore Concepts:** Understand AI Desktop Actions features and functionality. * **Configure:** Set up the environment to begin automating desktop tasks. * **Design Automations:** Create workflows for legacy applications lacking APIs. * **Create AI Agents:** Develop custom AI agents leveraging advanced reasoning frameworks. * **Execute:** Use the AI Desktop Actions application to run automations via AI agents. ## Important Considerations * Availability of AI model providers and features may vary by region, data center, and regulatory environment (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments). * Customers should verify model provider availability and feature support in their specific environment and monitor updates in future releases. * AI-generated outputs may not always be accurate or complete; customers must perform thorough testing, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in regulated or high-impact domains such as healthcare, finance, or security. * Data processed by AI Desktop Actions may be transferred to centralized ServiceNow environments or third-party cloud providers in different regions, handled according to ServiceNow's compliance policies. * ServiceNow collects input, output, and modification data from this application to improve AI technologies, with customer opt-out options available. ## Resources and Support * ServiceNow Community and Workflow Automation product discussions * Known Error Portal for troubleshooting * Customer Service and Support contacts ServiceNow® AI Desktop Actions enables you to design, configure, and manage desktop actions that automate repetitive tasks in your desktop and web environment. AI agents can autonomously and semi-autonomously process instructions, generate execution plans, and run desktop actions across legacy systems, thick client applications, and web applications without APIs. * Automating multi-step desktop or web tasks that involve conditional logic, so agents can focus on work that needs a human touch. * Adapting to changes in application state and UI in real-time, reducing the need to maintain rigid scripts. * Helping detect and recover from errors by evaluating context and trying alternative approaches when something doesn't go as expected. {#agentic-desktop-landing-page__ul_acb_qnt_z3c} ## Types of desktop actions {#agentic-desktop-landing-page__section_c33_yzm_bjc} There are two types of desktop actions: defined path and adaptive path. Both enable AI agents to automate tasks on behalf of users, but they differ in how steps are designed and executed. [Defined desktop actions for desktop and web-based tasks (deterministic)](https://www.servicenow.com/docs/BmM3Bf5EdkGMf7_iiHnYeA "Automate desktop and web-based tasks that involve fixed steps using AI Desktop Actions.") : With defined path desktop actions, you record with AI or capture a fixed sequence of steps in the AI Desktop Actions Windows application. The AI agent executes these predefined steps in order without deviation. Best for: Repeatable tasks with consistent steps and predictable UI interactions. [Adaptive desktop actions for web-based tasks (probabilistic)](https://www.servicenow.com/docs/LwzN0n8LztvpBCL038UoeQ "Adaptive desktop actions enables AI agents to automate repetitive tasks across web applications through a browser extension. The agent interacts directly with the browser by clicking, typing, and scrolling, without preconfigured APIs, scripts, or back-end logic.") : With adaptive path desktop actions, you describe what task you want to accomplish at a high level in the tool configuration for web-based tasks. The web-based tasks include performing tasks on web applications or websites. The AI agent processes the request, generates an execution plan, and dynamically determines the specific steps needed to complete the task.Best for: Tasks that require flexibility, decision-making, or adaptation to changing UI elements. For more information, see [When to use adaptive vs. defined path desktop actions](https://www.servicenow.com/docs/pJMiQyxr1Iblvw6ol8gUBA "Use this guide to determine which type of desktop action best fits your automation scenario before you begin configuration."). ## Get started {#agentic-desktop-landing-page__cf-app-landing-get-started} |-|-|-| | [ExploreLearn about AI Desktop Actions concepts and features](https://www.servicenow.com/docs/5IiQN~N0FAPbCDs_kjKaRQ "Create desktop actions with AI Desktop Actions to automate repetitive tasks on your desktop and web environment using AI agents and agentic workflows.") | [ConfigureSet up AI Desktop Actions to automate desktop tasks](https://www.servicenow.com/docs/n30Qqe2IOoi7Qj7NQ4Z67g "You can enable the AI Desktop Actions application if you have the admin role.") | [DesignDesign automations for legacy applications that do not have APIs](https://www.servicenow.com/docs/mbnf1KgZfyu0StB7HI5d3g "Desktop actions enable you to automate repetitive tasks on your desktop and web applications. This capability helps you streamline repetitive tasks, improve efficiency, and integrate desktop application workflows into your ServiceNow processes.") | | [Create an AI agentCreate your own custom AI agents with advanced multi-agent reasoning frameworks](https://www.servicenow.com/docs/cpWgiRf6r8bZM8HaMgj45Q "Create an AI agent in AI Agent Studio to mimic human-like intelligence while executing desktop actions for repetitive tasks in web and desktop environment.") | [Use ![]() Use the AI Desktop Actions application to execute automations using AI agents.](WF9pFimpCngcPQfsAYZLmA "These examples explain how to trigger AI Agents that execute automations you designed using desktop actions. The following topics walk you through the end-to-end execution flow so you understand how AI-driven execution works in your desktop environment.") | [ReferenceGet details about the AI Desktop Actions properties and components](https://www.servicenow.com/docs/AI9908t8VwRZzBU7YgvzXw "Reference topics provide additional information about the roles and tables that are installed with the AI Desktop Actions application.") | [ ] {#agentic-desktop-landing-page__table_l3z_3x3_ygc} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#agentic-desktop-landing-page__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#agentic-desktop-landing-page__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#agentic-desktop-landing-page__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#agentic-desktop-landing-page__ul_j3b_4vd_wcc} ## Helpful resources {#agentic-desktop-landing-page__cf-app-landing-get-help} * [Workflow Automation product on the ServiceNow Community](https://www.servicenow.com/community/workflow-automation/ct-p/workflow-automation) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#agentic-desktop-landing-page__ul_u5z_b1s_fzb} ## AI limitations {#agentic-desktop-landing-page__section_okq_skc_r1c} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#agentic-desktop-landing-page__p_kv2_nfg_h1c} ## Data processing {#agentic-desktop-landing-page__section_pkq_skc_r1c} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#agentic-desktop-landing-page__p_lv2_nfg_h1c} ## Data collection {#agentic-desktop-landing-page__section_qkq_skc_r1c} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about scripts (and associated script records) in which ServiceNow Otto for code generation is called. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/AzXmCtKZv67HkI5yL8rSKA "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page."). For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/nqRqh8RmNtBFHEb~aJxcsg "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").