--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # AI agents library # ServiceNow AI agents library {#ariaid-title1} Release version: Brazil 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 catalog of AI agents designed to enhance your ServiceNow instance with intelligent automation and assistance. Availability of specific AI agents depends on your ServiceNow license and installed Otto plugins or pricing tier. These agents use AI and machine learning to automate tasks and improve service delivery but require appropriate configuration and oversight to ensure effectiveness and compliance. Show full answer Show less ## Prerequisites and Access * Access to AI agents requires appropriate ServiceNow Otto plugins or pricing tiers. * Each AI agent includes default user and data access roles that control who can use the agent and what data it can read. * You can customize role assignments to fit your organizational security policies and ensure AI agents have necessary permissions, such as adding the **itil** role to allow access to Incident records. * Role filtering dictates which users can access each AI agent; proper configuration of security controls is essential for agent functionality. ## Using AI Agents * AI agents operate as distinct users in the system, and activity like updates or comments made during Virtual Agent conversations appear under the AI agent's identity. * To access and manage AI agents, navigate within ServiceNow to **All \> AI Agent Studio \> Agentic Solutions** and select the AI Agents tab. ## Limitations and Responsible Use * AI agents rely on AI and machine learning predictions, which may not always be accurate, complete, or appropriate for every use case. * ServiceNow recommends thorough testing, human oversight, and cautious deployment---especially in sensitive areas such as healthcare, finance, legal, employment, security, or infrastructure. * Users must comply with ServiceNow's AI Acceptable Use Policy. ## Data Processing and Privacy * Using AI agents involves transferring data from your instance to centralized ServiceNow environments, which may be hosted in different regions and cloud providers like Microsoft Azure. * Data handling follows ServiceNow's internal policies and compliance standards. * ServiceNow collects input, output, and edits from AI agents to improve AI models and products, but customers can opt out of data collection anytime. 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/QCGkmpN33vownhxo8L1ecg "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/jrLm3q5PQI44YPOvbspQYw "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering with the access control-based security measures in the agentic system.") 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/R5iUQtazor7~xgPIoPzkSA "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/EmdgH1ffuKs1DXKWHPQY1g "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/L~S9YPJKCshgQ_L9X7q~rw "AI experiences on the ServiceNow AI Platform extend your workflows with AI-driven automation. Use generative AI skills, AI agents, and agentic workflows to automate multi-step tasks, surface relevant answers, and support self-service across your organization.").{#ai-agent-landing-page__p_pv2_nfg_h1d} *[\>]: and then