Exploring AI Desktop Actions

  • Release version: Australia
  • Updated November 2, 2025
  • 3 minutes to read
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    Summary of Exploring AI Desktop Actions

    AI Desktop Actions is a no-code solution designed to automate repetitive tasks on desktop and web applications, especially those lacking APIs or backend integrations. It uses AI agents from the ServiceNow AI Platform to interact with user interfaces and execute end-to-end workflows. AI Desktop Actions operates as a client application installed on Windows and consists of two workspaces: the Design workspace for creating and configuring automations, and the Execution workspace for running those automations in isolated desktop sessions. This technology enables ServiceNow customers to automate legacy and web-based tasks efficiently, enhancing productivity and reducing manual effort.

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    Key Features

    • Defined Path Desktop Actions: Automate fixed, repeatable sequences of desktop and web tasks by recording or manually capturing steps within the Design workspace. Execution is handled automatically in an isolated session.
    • Adaptive Path Desktop Actions: Automate web-based tasks with dynamic, adjustable steps using AI agents configured in AI Agent Studio. These agents open browser tabs and perform actions with real-time progress visible through screenshots in the ServiceNow Otto panel enhanced chat.
    • Integration with AI Agent Studio: Manage and incorporate desktop actions into broader ServiceNow workflows, enabling automation across both cloud and desktop environments.
    • Task Mining Integration: Transform task mining observations into production-ready desktop actions and AI agents. This end-to-end process involves capturing tasks, reviewing automation requests, generating automation blocks, and deploying finished automations.
    • User Impersonation Support: Trigger AI agents on behalf of other users with appropriate roles, facilitating flexible and secure automation execution within ServiceNow.

    What to Expect

    By implementing AI Desktop Actions, ServiceNow customers can automate complex and repetitive desktop and web tasks without coding, even for legacy applications lacking APIs. This results in more efficient workflows, reduced manual errors, and seamless integration with existing AI and automation tools in the ServiceNow ecosystem. Users can design multi-step automations, execute them securely, and monitor adaptive workflows interactively through the Otto panel.

    Next Steps

    ServiceNow customers interested in leveraging AI Desktop Actions should explore detailed configuration guides, examples of creating and executing desktop actions, and system requirements to ensure successful deployment and use within their environments.

    Create desktop actions with AI Desktop Actions to automate repetitive tasks on your desktop and web environment using AI agents and agentic workflows.

    AI Desktop Actions overview

    AI Desktop Actions is a no-code solution that helps you automate repetitive tasks in legacy desktop and web-based applications lacking APIs or backend integrations. AI Desktop Actions leverages AI agents created in the ServiceNow AI Platform to interact with desktop and web applications, perform UI-based tasks, and automate end-to-end workflows.

    Desktop actions are tools used by AI agents—they are not AI agents themselves. Think of it this way:
    • AI Agent: The orchestrator that receives user requests and coordinates task execution
    • Desktop Action Tool: The capability the AI agent uses to interact with desktop or web applications

    Defined path desktop actions for desktop and web-based tasks

    You can use AI Desktop Actions to execute predefined automation sequences on your desktop. Defined path actions provide consistent, repeatable workflows for common desktop tasks. AI Desktop Actions is a client application that is installed on the Windows operating system. The app offers two workspaces, the Design workspace, where you create and configure desktop automations, and the Execution workspace, where those automations run. The Design workspace enables you to automate multi-step processes by recording with AI or manually capturing a fixed sequence of steps. Execution workspace enables AI agents to execute desktop actions in an isolated desktop session.

    The Design workspace lets you build multi-step desktop actions by recording or manually capturing steps. The Execution workspace runs desktop actions in an isolated desktop session and is launched automatically when you test a desktop action or trigger an automation from the ServiceNow Otto panel. You don't open the Execution workspace manually. For more information, see Defined path desktop actions for desktop and web-based tasks.

    Adaptive path desktop actions for web-based tasks

    You can automate web-based tasks that involve adaptive steps using desktop actions. You create desktop actions in AI Agent Studio as part of a tool configuration for an AI agent. When a user triggers an AI agent from the ServiceNow Otto panel, the AI agent uses the desktop action tool to open a separate browser tab and performs the task. Screenshots of each step appear in the Web view tab of the ServiceNow Otto panel enhanced chat so you can monitor progress. For example, opening the application, selecting fields, and completing a workflow. The AI agent checks the state of the page and adjusts the sequence based on the user's goal. Because the steps are adjusted dynamically, results may vary. Review the output for accuracy before accepting it. For more information, see Adaptive path desktop actions for web-based tasks.

    How it fits into ServiceNow workflows

    AI Desktop Actions integrates with AI Agent Studio, enabling you to publish, manage, and incorporate desktop actions into your broader ServiceNow workflows. This integration lets you automate both cloud and desktop applications, giving your AI agents broader capabilities within ServiceNow.

    Creating desktop actions from Task Mining

    Build desktop automations by transforming task mining observations into production-ready desktop actions and AI agents.

    • Workstation users capture desktop processes using the Task Mining agent.
    • Business analysts review captured tasks and submit automation requests in Task Mining.
    • Technical users generate automation blocks (on-screen and background tasks) and create desktop actions and associated AI agent in Automation Center.
    • Authorized users execute the completed automations (desktop actions) in AI Desktop Actions using the deployed AI agent.

    To learn more about desktop action creation journey from Task Mining, see Building desktop automations from Task Mining data.

    Impersonating users

    You can trigger AI agents from the ServiceNow Otto panel while impersonating another user, provided the impersonated user has the required roles. The sn_aia.admin role is required to use AI Agent Studio, and the now_assist_panel_user role is required to trigger AI agents that execute desktop actions in the Execution workspace. For more information, see Impersonating users.

    What to explore next

    To learn more about configuring and using AI Desktop Actions, see: