--- 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 --- # Explore # Exploring Autonomous Workforce {#ariaid-title1} Release version: Australia Updated October 13, 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 Exploring Autonomous Workforce Autonomous Workforce in ServiceNow is composed of AI specialists---individual AI agents designed to handle specific tasks such as incident prioritization and identifying similar records. These agents collaborate to achieve larger goals like task triage and updating requesters with proven solutions, effectively acting as an extension of your workforce. This helps reduce ticket volume and bottlenecks, allowing your human agents to focus on delivering meaningful resolutions. Show full answer Show less AI specialists can be assigned to specific assignment groups and roles, limiting their scope and data access for security. Before deployment, you can test AI specialists to ensure they perform as expected, then monitor their ongoing activity and performance to maintain effectiveness. ## Access and Requirements To use Autonomous Workforce, your ServiceNow instance must have the following plugins installed and meet version requirements: * Zero Touch Service Desk plugin (snztsd) version 2.3.19 or higher * ServiceNow Otto AI Agents (snaia) version 7.1 or higher * AI Engagement Experience (snnowcanvasai) version 3.1.1 or higher * Instance version at least Zurich Patch 10 or Australia Patch 3 ## Key Roles and Interactions * **AI Administrator:** Configures, activates, and monitors AI specialists using AI Agent Studio, tracking their effectiveness, efficiency, and customer satisfaction. * **Service Desk Manager:** Oversees team performance and tasks, manages reports and analytics, and onboards AI specialists within the Service Operations Workspace. * **Service Desk Agent:** Resolves incidents and cases, with visibility into AI specialist activities on records via the Service Operations Workspace. ## Implementation Workflow * Onboard and configure AI specialists via AI Agent Studio, including setting details, roles, assignment groups, tasks, and triggers. * Test AI specialists by manually assigning tickets to build trust before enabling automatic routing through assignment rules or Advanced Work Assignment. * Monitor individual AI specialist activities and review performance analytics routinely to ensure continued effectiveness. * Reconfigure AI specialists as needed based on performance insights. ## Benefits for ServiceNow Customers * **Automation:** Handles high-volume, repeatable requests to reduce manual effort and free agents for complex tasks. * **Efficient Routing:** Classifies and triages incoming work to direct requests to the appropriate teams faster. * **Accelerated Resolution:** Investigates related records to provide context and speed up issue resolution. * **Improved Communication:** Keeps requesters informed throughout the lifecycle of their requests. * **Performance Monitoring:** Tracks AI specialist and team efficiency to identify improvement areas. * **Risk Reduction:** Validates AI specialist behavior before activation to ensure desired outcomes. * **Simplified Setup:** Guided configuration reduces complexity and accelerates time to value. * **Data Security:** Role assignments control AI specialist access and actions, ensuring compliance and safety. ## Next Steps ServiceNow customers can deepen their knowledge and operational use of Autonomous Workforce by exploring how to edit AI specialist profiles and tasks, preview and review their activity, and analyze performance metrics. Additionally, related products like the L1 IT Service Desk AI Specialist for ITSM provide specialized AI solutions. Learn more about Autonomous Workforce and review the benefits AI specialists can provide for different users in your organization. ## Autonomous Workforce overview {#exploring-ai-workforce__cf-exploring-parent-overview} Your autonomous workforce is made up of AI specialists. Each specialist combines individual AI agents that solve discrete tasks, such as prioritizing an incident or identifying similar records. Working together, these agents tackle bigger goals like task triage or updating requesters with solutions that worked for similar issues. The AI specialist performs tasks and is capable of functioning as a reliable extension of your workforce, taking on work that would bottleneck your team. Spend less time on ticket volume and more time delivering meaningful resolutions. Assign your AI specialist to specific assignment groups and roles to limit the scope of its work and the data it can access. Once configured, you can test your AI specialist to confirm it behaves as expected before putting it to work. After activation, your AI specialist runs against real records, and you can monitor its performance and activity over time to confirm it continues to meet your needs. ## Accessing AI specialists To access AI specialists, you must have the following plugins installed: * Zero Touch Service Desk plugin \[sn_ztsd\] version 2.3.19+ * ServiceNow Otto AI Agents \[sn_aia\] version 7.1+ * AI Engagement Experience \[sn_now_canvas_ai\] version 3.1.1+ Your instance must also be at least on Zurich Patch 10 or Australia Patch 3. ## Autonomous Workforce users {#exploring-ai-workforce__cf-exploring-parent-users} Different users interact with Autonomous Workforce in various ways depending on their role and responsibilities. {#exploring-ai-workforce__table_ykp_zyn_whc__entry__3} | User | Role | Description | |-|-|-| | AI administrator | sn_aia.admin | The AI administrator can configure and activate AI specialists using AI Agent Studio. After AI specialists are activated, AI administrators can monitor AI specialist performance and activity to track their effectiveness, efficiency, and customer satisfaction. | | Service Desk manager | sn_sow_itsm_common.sn_service_desk_manager | Service Desk managers have the capabilities of a standard Service Desk Agent (sn_service_desk_agent) and team level oversight and task resolution. They can view and manage team performance reports, analytics, and tasks and onboard an AI specialist to the team in Service Operations Workspace. | | Service Desk agent | sn_sow_itsm_common.sn_service_desk_agent | Service Desk agents resolve tasks, such as incidents and cases, using their knowledge, research, and experience. They have access to the Service Operations Workspace, where they can view the work of an AI specialist on a record. | [Table 1. Autonomous Workforce users] {#exploring-ai-workforce__table_ykp_zyn_whc} ## Autonomous Workforce workflow {#exploring-ai-workforce__cf-exploring-parent-workflow} Follow this workflow to implement and manage AI specialists in your organization. For more information about considerations to make before deployment, see [General guidelines for deploying an autonomous workforce](https://www.servicenow.com/docs/y2kesNfdGlxKD6hlKC8GhQ "AI specialists, like other agentic AI, benefit from strategic planning for testing, deploying, and monitoring performance. Learn guiding principles to help your AI specialists achieve their highest chances of success."). 1. Onboard an AI specialist. As an AI administrator, you can use AI Agent Studio to configure your AI specialists. After installing the applications and plugins and activating the sn_aia.enable_ai_workers system property, you can activate an AI specialist as-is or configure any of the following: * Basic details, including name, profile icon, department, and description * Profile, including the roles and assignment groups * Tasks, things the AI specialist can do * Triggers, for running the AI specialist after specified events occur {#exploring-ai-workforce__ul_jtl_t3q_s3c} 2. Manually assign tickets to your AI specialist to see how it works. Once you have built trust, [create assignment rules](https://www.servicenow.com/docs/EnDsPAMRDDFC9atgKWLnwQ#work-assign-aiw "You can assign work to an AI specialist in one of three ways, depending on your current work assignment procedures.") or configure [Advanced Work Assignment](https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/awa-application-landing-page.html) to route work to your AI specialist automatically. 3. Monitor AI specialist activity. You can review the records that the AI specialist has worked on individually to check how it's doing. 4. Track AI specialist performance. Analytics for AI specialists that track their effectiveness, efficiency, and value can be found in AI Agent Studio and Service Operations Workspace. Use the analytics routinely to confirm that the AI specialist keeps up if things change. If performance isn't where you want it to be, you can configure it again at any time. ## Autonomous Workforce benefits {#exploring-ai-workforce__cf-exploring-parent-benefits} Autonomous Workforce provides specific benefits in your organization.{#exploring-ai-workforce__exploring-ai-workforce-benefits-intro} {#exploring-ai-workforce__table_blp_zyn_whc__entry__2} | Benefit | Feature | |-|-| | Automate high-volume, repeatable requests to reduce manual effort and free up agents for complex work | AI specialist capabilities | | Classify and triage incoming work to route requests to the right team faster | AI specialist tasks | | Investigate related records to surface relevant context and accelerate resolution | AI specialist tasks | | Communicate with requesters throughout the lifecycle of a request to keep them informed | AI specialist tasks | | Monitor team and AI specialist performance to track efficiency and identify areas for improvement | Performance metrics | | Test AI specialist behavior before activation to validate outcomes and reduce risk | AI specialist guided setup in AI Agent Studio | | Reduce agentic AI setup and accelerate time to value with less configuration complexity | AI specialist guided setup in AI Agent Studio | | Enforce data security for agentic AI by assigning roles to control what each AI specialist can access and act on | AI specialist assigned roles | [Table 2. Autonomous Workforce benefits] {#exploring-ai-workforce__table_blp_zyn_whc} ## What to explore next {#exploring-ai-workforce__cf-exploring-parent-links} To learn more about configuring and using Autonomous Workforce, see:{#exploring-ai-workforce__exploring-ai-workforce-next-steps} * [Edit the profile of an AI specialist](https://www.servicenow.com/docs/mieF2V0DwXi_nHfyowSSrg "Modify the profile of an AI specialist in AI Agent Studio to set its name, description, roles, and assignment groups.") * [Edit the tasks of an AI specialist](https://www.servicenow.com/docs/Yad3rYdVa6~3tzccff1Mbw "Select tasks that an AI specialist can perform in the new AI Agent Studio.") * [Preview an AI specialist](https://www.servicenow.com/docs/HwKEq0Y9GyDRtjbBKGpfMw "Run a preview of your AI specialist in the new AI Agent Studio on a single record to preview how it works and verify it matches your intentions.") * [View the activity of an AI specialist](https://www.servicenow.com/docs/2zrXwP4yVNX5C4K89tlO1A "View the task execution history of an AI specialist in the new AI Agent Studio to track where and when it plans and attempts executions. You can also give feedback on its performance.") * [Review the performance of an AI specialist](https://www.servicenow.com/docs/g0pMKDjFX_uTGVeGyorwAw "Review the performance analytics of an AI specialist to track their task execution success. You can use the analytics to tune the AI specialist to suit your business needs.") {#exploring-ai-workforce__ul_clp_zyn_whc} ## Related products For more information about the AI specialist for ServiceNow Otto for IT Service Management (ITSM), see [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&version=australia&pubname=australia-it-service-management&ft:locale=en-US).