--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # AI agents library # ServiceNow AI agents library {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 ServiceNow AI agents library The ServiceNow AI agents library provides a collection of AI agents designed to enhance your ServiceNow instance with intelligent automation and assistance. Access to specific AI agents depends on your licensing tier and installed Otto plugins. These AI agents assist with various tasks by leveraging artificial intelligence and machine learning, although their effectiveness depends on proper configuration and testing. Show full answer Show less ## Prerequisites and Setup To use AI agents, you must have the appropriate ServiceNow Otto plugins installed or be on the suitable pricing tier. Each AI agent requires specific user and data access roles that control who can interact with the agent and what data it can evaluate. Proper role assignment is essential for AI agents to function correctly. You can customize these roles to align with your organizational security policies. ## Role Filtering and Security * AI agents use role filtering to restrict user access. If configured to allow access only to users with specific roles, you need to update security controls accordingly. * Similarly, data access roles must be added to allow AI agents to read the records they evaluate (e.g., adding the itil role to access Incident records). * Instructions for modifying these settings are available under defining access rules for AI agents. ## Agent Interaction and Identity When a Virtual Agent conversation is initiated, any updates or comments added to work notes are attributed to the AI agent itself rather than the end user, ensuring clear tracking of AI-driven actions within records. ## Accessing AI Agents You can access AI agents via the ServiceNow interface by navigating to **All \> AI Agent Studio \> Agentic Solutions**, then selecting the AI Agents tab and choosing the desired agent. ## AI Limitations and Responsible Use * The AI agents rely on evolving AI and machine learning technologies that generate predictions based on data patterns, which may not always be fully accurate or appropriate for all use cases. * ServiceNow advises customers to thoroughly test AI agent outputs for accuracy and suitability, maintain human oversight, and avoid using AI-generated results as the sole basis for critical decisions. * This caution is especially relevant in sensitive domains such as healthcare, finance, legal, security, and infrastructure. * Users must comply with ServiceNow's AI Acceptable Use Policy, which may be updated periodically. ## Data Processing and Privacy * Using AI agents involves transferring data from individual ServiceNow instances to a centralized ServiceNow environment, which could be in different geographic regions or hosted on third-party cloud platforms like Microsoft Azure. * Data handling follows ServiceNow's internal policies and compliance standards to ensure security and privacy. * Customers have control over data collection, with options to enable or disable it, and may opt out of future data collection at any time. ## Key Outcomes * AI agents enhance your ServiceNow platform with automation and intelligent assistance tailored to your roles and data access configurations. * Proper role management and security configuration ensure AI agents operate effectively and securely. * By understanding AI limitations and managing data privacy, you can safely integrate AI agents into your workflows while maintaining compliance and oversight. All ServiceNow® AI agents are listed. Depending on your license, not all AI agents may appear in your instance. ## Prerequisites and setup {#ai-agent-landing-page__section_apx_t2z_1hc} To access an AI agent, you must have either the appropriate ServiceNow Otto plugins installed or have access to the appropriate pricing tier. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). ## AI agent role filtering {#ai-agent-landing-page__section_vs2_jmn_kjc} Each AI agent comes with specific user and data access roles by default. These roles vary with the purpose of each AI agent. You can modify these settings as needed on your instance. If an agent is not performing as expected, it may be due to a roles issue. Either it does not have the appropriate user access, or it does not have the appropriate data access. AI agents use [role filtering](https://www.servicenow.com/docs/4632C_BpTXjste_glQl_fg "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering.") to determine which users can access them. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define access rules for an AI agent](https://www.servicenow.com/docs/i0oknNenWsCjujmAxvRMrw "Define security controls for an AI agent to determine which users can access it and what permissions they have.").{#ai-agent-landing-page__agentic-ai-req-roles-aia} In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records. ## AI agents as users {#ai-agent-landing-page__section_vs2_jmn_kjcsdfs} When a Virtual Agent conversation is triggered, any updates or comments in the record's work notes display as the AI agent rather than the user who initiated the conversation. ## Accessing an AI agent {#ai-agent-landing-page__section_x3k_vmz_1hc} 1. Navigate to AllAI Agent StudioAgentic Solutions. 2. Go to the AI Agents tab. 3. Select the name of an agent. {#ai-agent-landing-page__ol_y3k_vmz_1hc} ## AI limitations {#ai-agent-landing-page__id_mpg_qgn_xyb} 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.{#ai-agent-landing-page__p_kv2_nfg_h1c} ## Data processing {#ai-agent-landing-page__id_w3h_qgn_xyb} 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).{#ai-agent-landing-page__p_lv2_nfg_h1c} Note: We have controls in place to enable/disable the data collection and data processing. ## Data collection {#ai-agent-landing-page__id_hq2_xbr_z3c} 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. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#ai-agent-landing-page__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#ai-agent-landing-page__p_pv2_nfg_h1d} *[\>]: and then