---
sourceDocument: Australia Build or modify applications
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/application-development

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Build or modify applications

ft:clusterId :

    - cadev

bundleId :

    - cadev

workflow :

    - Development, Data, and Analytics


---

# AI capabilities

# AI capabilities for enhancing custom applications {#ariaid-title1}

Release version: Australia  
Updated July 24, 2026  
![](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 capabilities for enhancing custom applications

ServiceNow Otto for App Engine offers various AI capabilities to enhance custom applications by integrating generative AI features.
These capabilities include Skills, AI Agents, and Agentic Workflows, each designed to address specific use cases and improve business processes through automation and AI-driven insights.
Show full answer Show less  

## Skills

Skills are generative AI functions on the ServiceNow AI Platform that perform specific tasks, such as generating summaries. They work by processing inputs (usually table records) using prompts that instruct a large language model (LLM) on how to generate the output. Skills can produce plain text, structured data, or formatted responses.

Skills are activated via different methods, including conversational interfaces in the Otto panel, UI buttons, or Virtual Agent interactions. Some skills require data steward approval before activation for governance purposes.

There are two types of skills:

* **Platform generative AI skills:** Preconfigured for common use cases but require significant customization for integration into custom applications.
* **Custom skills:** Created using the AI Skill Kit, designed specifically to fit custom application needs with defined inputs and outputs.

Notably, ServiceNow Otto for App Engine includes a **custom app record summarization skill** template (available from version 28.2.4) to generate AI summaries of records within custom tables.

## AI Agents

AI agents are generative AI capabilities that combine LLM instructions with tools to perform complex tasks. They include defined roles dictating their responsibilities, step-by-step instructions for task execution, and access to skills and data sources to fulfill their functions.

Activation and availability options allow AI agents to be accessed through the Otto panel or Virtual Agent. AI agents are key components of agentic workflows, which orchestrate multi-agent collaboration.

## Agentic Workflows

Agentic workflows coordinate one or more AI agents to accomplish specific business objectives by managing task flow through an AI Agent Orchestrator and communication via an AI Agent Communicator. They enable automation of processes such as task classification and email processing.

## Platform versus Custom AI Capabilities

ServiceNow Otto for App Engine supports both preconfigured Platform AI assets and custom-built AI capabilities:

* **Platform AI skills, agents, and workflows:** Ready-made for standard use cases but often require significant modification to suit custom applications.
* **Custom AI skills, agents, and workflows:** Built using AI Skill Kit and AI Agent Studio, these are designed from the ground up to integrate seamlessly with custom applications, offering greater flexibility and ease of use.

Choosing between platform and custom AI capabilities depends on your specific use case, with custom options generally providing more tailored integration and faster deployment in custom environments.  
Learn about the AI capabilities available with ServiceNow Otto for App Engine that you can use to enhance custom applications.
There are several types of AI capabilities that you can add to custom applications:

* Skills
* AI agents
* Agentic workflows
{#ai-capabilities-with-now-assist-for-app-engine__ul_ayx_3t4_zfc}

The following sections describe what each capability is and how you can use it to enhance a custom application. To learn about which AI capability might be best for your custom application use case, see [Choosing the right AI capability](https://www.servicenow.com/docs/07tfwApdK4YwvH2QectFew "Choosing the right AI capability for your custom application is important. Learn about the differences between skills, AI agents, and agentic workflows, use cases for each, and when to choose one capability over another.").

## Skills {#ai-capabilities-with-now-assist-for-app-engine__section_ayl_mt4_zfc}

On the ServiceNow AI Platform, a skill is a generative AI capability that contains instruction on how to complete a specific task for a use case, such as generating a summary.  
There are several important components of a skill.

* The input is the data that the skill analyzes to generate an output. Typically on the ServiceNow AI Platform, inputs are records in tables.
* The prompt is the instruction to the underlying large language model (LLM) that tells the skill what to do with the input. Prompts define the task, tone, and structure of the output.
* The output is the generated response from the LLM based on the prompt and input. Outputs can be plain text, structured data, or even formatted responses depending on how the skill is configured.
{#ai-capabilities-with-now-assist-for-app-engine__ul_lxf_dzv_zfc}  
Skills also contain activation methods, which define how the skill can be accessed on the ServiceNow AI Platform. Skills can be called conversationally in the ServiceNow Otto® panel, through UI actions such as buttons, and through conversations with Virtual Agent. To learn more about activating skills, see [Activate a skill](https://www.servicenow.com/docs/access?context=activate-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Note:  
Some skills might need to be reviewed and approved by a data steward before you can activate them. To learn more, see [Governing AI assets](https://www.servicenow.com/docs/access?context=aict-governing-ai-assets&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Platform skills vs. custom skills {#ai-capabilities-with-now-assist-for-app-engine__section_ypl_zzv_zfc}

With ServiceNow Otto for App Engine, you have access to several kinds of skills: Platform generative AI skills and custom skills. While you might be able to use both kinds of skills in custom applications, the following table provides more information about each skill type and the ease of using the skill in custom applications. {#ai-capabilities-with-now-assist-for-app-engine__table_o3m_tn4_xgc__entry__4}

| Skill type | Description | Ease of use in custom applications | More information |
|-|-|-|-|
| Platform generative AI skills | Preconfigured skills that are designed for existing use cases,such as document extraction and dashboard and visualization export | Must be duplicated and reconfigured significantly for use within custom apps | [Generative AI skills in the Platform workflow](https://www.servicenow.com/docs/access?context=now-assist-on-now-platform&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) |
| Custom skills | Skills that you create custom for your use case with AI Skill Kit | Can be designed to work within custom apps during the creation process, when you define the skill inputs and outputs | * [General guidelines for AI Skill Kit](https://www.servicenow.com/docs/access?context=na-skill-kit-guidelines&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Create a skill](https://www.servicenow.com/docs/access?context=create-new-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#ai-capabilities-with-now-assist-for-app-engine__ul_hqj_wr4_xgc} |
[Table 1. Differences between Platform generative AI skills and custom skills]

{#ai-capabilities-with-now-assist-for-app-engine__table_o3m_tn4_xgc}

## ServiceNow Otto for App Engine custom app record summarization skill {#ai-capabilities-with-now-assist-for-app-engine__section_rc4_cr4_xgc}

Starting with version 28.2.4 of ServiceNow Otto for App Engine, you can use the custom app record summarization skill. The skill is a template skill available with ServiceNow Otto for App Engine that enables you to generate AI summaries of records within custom apps and tables. For more information, see [Custom app record summarization skill](https://www.servicenow.com/docs/xgjBISnq0cEoIXbRh8O7LA "The ServiceNow Otto for App Engine custom app record summarization skill can generate summaries for the contents of records in custom applications and tables.").

## AI agents {#ai-capabilities-with-now-assist-for-app-engine__section_w1f_nt4_zfc}

An AI agent is a generative AI capability that contains a set of large language model (LLM) instructions with the tools to perform specific tasks. On the ServiceNow AI Platform, AI agents are often part of agentic workflows and can be orchestrated to perform complex tasks. More information about agentic workflows is included in the following section.  
There are several important components of an AI agent.

* The AI Agent role defines the capabilities and responsibilities for the AI agent. Roles enable the AI agent to perform its required actions.
* The list of steps are the instructions are sent to the large language model (LLM) that describe the necessary steps the AI agent follows while carrying out its role.
* The tools are the additional resources, such as skills, and data sources that you can provide your AI agent to accomplish its role.
* The trigger defines how the AI agent is activated.
* The availability determines how your AI agent is displayed, either in the ServiceNow Otto® panel or Virtual Agent.

{#ai-capabilities-with-now-assist-for-app-engine__ul_oth_h2w_zfc}For more information about AI agents, see [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Agentic workflows {#ai-capabilities-with-now-assist-for-app-engine__section_jtq_5dw_zfc}

An agentic workflow contains a set of large language model (LLM) instructions with one or more AI agents that can execute an objective. Agentic workflows are tailored to achieve specific business outcomes, such as
classifying tasks or processing emails for tasks.

An agentic workflow is controlled by an AI Agent Orchestrator that coordinates the flow of work between AI agents. Additionally, an AI Agent Communicator helps to facilitate communication between the AI
Agent Orchestrator and AI agents in the workflow.

For more information about agentic workflows, see [General guidelines for writing prompts for agentic AI](https://www.servicenow.com/docs/access?context=gg-creating-aia&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Platform AI agents and agentic workflows vs. custom AI agents and agentic workflows {#ai-capabilities-with-now-assist-for-app-engine__section_gtz_lbw_zfc}

With ServiceNow Otto for App Engine, you enhance custom applications with Platform and custom AI agents and agentic workflows. Similar to adding generative AI skills, configuring Platform AI agents and agentic workflows to fit custom applications often takes more time than just building custom AI agents and agentic workflows from the start. The following table provides additional information about Platform and custom AI agents agentic workflows.{#ai-capabilities-with-now-assist-for-app-engine__table_ykz_ws4_xgc__entry__4}

|   |   | Ease of use within custom applications | More information |
|-|-|-|-|
| Platform AI agents and agentic workflows | Preconfigured AI agents and agentic workflows that are designed for existing use cases, such as incident resolution | Must be duplicated and modified significantly for use in custom applications | * [Explore AI agents](https://www.servicenow.com/docs/access?context=exploring-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Platform agentic workflows](https://www.servicenow.com/docs/access?context=platform-use-cases&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#ai-capabilities-with-now-assist-for-app-engine__ul_p5t_lt4_xgc} |
| Custom AI agents and agentic workflows | AI agents that you create custom for your use case using AI Agent Studio | Can be designed to work within custom apps during the creation process, when you define the AI agent and agentic workflow | * [General guidelines for writing prompts for agentic AI](https://www.servicenow.com/docs/access?context=gg-creating-aia&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Create an agentic workflow](https://www.servicenow.com/docs/access?context=configure-use-case-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#ai-capabilities-with-now-assist-for-app-engine__ul_utn_1t4_xgc} |
[Table 2. Differences between Platform AI agents and agentic workflows vs. custom AI agents and agentic workflows]

{#ai-capabilities-with-now-assist-for-app-engine__table_ykz_ws4_xgc}