Web research and recommendation AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent resolves issues by analyzing the problem and generating resolution steps using web search tools.

    Workflow

    The agent is intended for users who require assistance in troubleshooting and resolving technical or nontechnical issues.
    1. Get record details for the given task, such as the description and short description.
    2. Check whether search is enabled. If enabled, proceed to the next step; otherwise, end the workflow.
    3. Analyze the description and use the Web search tool to find resolution steps.
    4. Format and present the results to the user in HTML.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Script
    Search enabled
    Web search
    Use web search
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_web_search_recommender
    Data access roles sn_uxc_gen_ai.platform_ai_web_search_recommender
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.