---
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 capabilities

# AI agents capabilities {#ariaid-title1}

Release version: Australia  
Updated February 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 agents capabilities

AI agents in ServiceNow enable automated conversational workflows with configurable options for invoking, managing, and monitoring AI-driven interactions.
These capabilities support both interactive and non-interactive modes, allowing flexibility in how AI agents engage with users or execute tasks in the background.
Show full answer Show less  

## Key Features

* **AI Agent Background Channel:** This channel allows you to invoke AI agents or agentic workflows from the Workspace using the AI Agent Background Provider, which is built on the Custom Adapter Framework from Virtual Agent. You can create custom provider channel identifiers to extend conversational capabilities and obtain inbound IDs for customization.
* **Conversation Invocation:** Use the `snaia.AiAgentRunttimeUtil().startAiAgentConversation(request)` API within the Script Include of the AI Agent Background Provider to start conversations. Successful invocation is confirmed through script execution status, and conversations are logged in the Execution Plans table.
* **Execution Monitoring:** Review conversation records to verify device type as AI Agent Background and inspect execution details such as tasks, messages, and tool executions via the Execution Plans and AI Agent Studio Testing pages. AI agent decision logs provide insights on tool usage and issue resolution steps.
* **Interactive vs. Non-interactive AI Agents:** Interactive agents engage users for input when fallback occurs, re-triggering the flow as needed. Non-interactive agents do not request user input during fallbacks but still present outputs and handle failures by displaying messages in relevant chat panels (ServiceNow Otto panel or Virtual Agent). The execution mode is configurable in the Execution Plans table.
* **Concurrent and Background Execution:** AI agents and workflows can run concurrently in the AI Agent Background Channel, supporting non-interactive background operations compatible with multiple chat interfaces.
* **Multilingual Support:** AI agents support multiple languages through tuning system prompts for native translations, dynamic translation strategies when direct support is unavailable, and comprehensive testing via automated and manual evaluations to ensure translation quality.

## Practical Benefits for ServiceNow Customers

* Enhanced automation of conversational workflows with flexible invocation and execution modes tailored to various use cases.
* Ability to customize and extend AI agent conversational channels for integration with custom chat applications.
* Comprehensive monitoring and logging tools to track AI agent interactions and troubleshoot execution issues effectively.
* Support for multilingual communication ensures AI agents can serve users in their preferred languages with high translation fidelity.
* Non-interactive background execution allows AI agents to operate seamlessly alongside existing chat panels without interrupting user workflows.  
Lists the features supported by AI agents, including configuration options and functional capabilities.

## Invoke conversations with AI Agent Background Channel {#na-aia-capabilities__section_z1j_hgf_zfc}

The AI Agent Background Channel helps you to invoke AI Agent or agentic workflow execution from the Workspace. Use the AI Agent Background Channel associated with the AI Agent Background Provider to invoke conversations. The AI
Agent Background Provider is based on the Custom Adapter Framework from Virtual Agent. For more information, see [Configure a provider for your custom chat integration](https://www.servicenow.com/docs/access?context=create-provider-va-cccif&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

Create a channel identifier in the Provider Channel Identities table \[sys_cs_provider_application\] to add any additional conversational capabilities to your own provider application and get a new inbound ID that allows for
customization. For more information, see [Create a channel identifier for your custom chat integration](https://www.servicenow.com/docs/access?context=create-channel-id-va-cccif&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

To start a conversation, trigger the flow using the sn_aia.AiAgentRunttimeUtil().startAiAgentConversation(request) API in the Script Include (sys_script_include) of the AIAgentBackgroundProvider and select
Run Script. When the Script execution status indicates Success, the conversation begins in the order of utterances defined in the Script.

Conversations that are invoked for executing an AI agent are logged in the Execution Plans \[sn_aia_execution_plan\] table. Open the conversation record to confirm the device type as AI Agent Background. Open
the execution record to see the Execution Tasks, Messages, and the Tools Executions used to execute the AI agent.

You can also see the entire execution steps on the AI Agent Studio Testing page by copying the execution plan record's \[sys_Id\] and testing it. On the Chat responses tab, in the AI agent decision logs, you can see the AI agent details and the
tools it used to resolve the issue.

## Interactive and Non-interactive AI agents {#na-aia-capabilities__section_yl3_1zr_zfc}

The Interactive AI agents reach out to users for information when there is a fallback in the execution process, and the AI agent re-triggers the flow.

The Non-interactive AI agents do not reach out to the user at any fallback stage in the execution process. When the AI agent needs user information, it takes the dynamic prompt approach using the ReAct layer, where the prompt of
the ReAct will change based on the execution mode of the AI agent or agentic workflow. Therefore, in the Non-interactive execution, the reach fallback options do not have to collect input from a user as a fallback option. However,
the output of the AI agent or agentic workflow will still need to be presented to the user, and in any execution failure scenario, a message in the ServiceNow Otto panel or Virtual Agent is shown.

To implement the Non-interactive execution, the Execution Mode field is added in the Execution Plans \[sn_aia_execution_plan\] table, where the execution mode can be Interactive or
Non Interactive based on the given runtime parameter.

You can run the AI agents and agentic workflows concurrently in the AI Agent Background Channel and in Non-interactive mode where the background execution allows AI agents to operate with any chat panel
like ServiceNow Otto panel or Virtual Agent.

## Multilingual support {#na-aia-capabilities__section_ydj_hjj_hhc}

You can leverage multilingual support for AI agents across languages for better translation quality to:

* Tune system prompts for native translations.
* Implement dynamic translation strategies when native support is unavailable.
* Provide extensive testing via automated and manual evaluations.
{#na-aia-capabilities__ul_yfy_s3j_hhc}