Adaptive desktop actions for web-based tasks

  • Release version: Australia
  • Updated September 5, 2025
  • 3 minutes to read
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    Summary of Adaptive desktop actions for web-based tasks

    Adaptive desktop actions enable AI agents to automate repetitive tasks within web applications via a browser extension, without requiring preconfigured APIs, scripts, or backend logic. The AI agent interacts with web pages by clicking, typing, and scrolling directly in the browser. This functionality is accessible through the Now Assist panel with enhanced chat, where users receive real-time updates, screenshots, and login prompts as the agent performs tasks.

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    Key Features

    • Operating Modes:
      • Defined path: The agent follows fixed, preconfigured steps suitable for stable workflows.
      • Adaptive path: The agent dynamically plans and executes steps based on high-level goals, ideal for workflows with variable or undefined steps. Manual control can be taken anytime.
    • LLM Provider: Adaptive desktop actions utilize the AWS Anthropic Sonnet model.
    • User Roles:
      • Administrators: Manage permissions, roles, and workflows.
      • Developers: Build and configure AI agents using desktop action tools.
      • Fulfillers: Automate routine tasks across systems.
      • Requestors: Manage browser extensions and initiate AI workflows.
    • Interaction and Security: Users are prompted for credentials when external sites require authentication. Chat logs, including screenshots, can be deleted to protect sensitive information.
    • Limitations:
      • Can only access web content within the browser.
      • No interaction with desktop applications or local files except for downloading.
      • Cannot upload local files; use defined desktop actions for local file access.
    • Third-party Access: Interaction with third-party websites via desktop actions is a direct user-to-third-party engagement. Customers must comply with all applicable third-party terms and data policies.

    Key Outcomes

    • ServiceNow customers can automate complex web-based workflows without backend integration or scripting, improving efficiency.
    • The adaptive mode allows handling of variable tasks by defining high-level goals rather than fixed steps.
    • Real-time interaction and feedback through the Now Assist chat panel enhance transparency and user control.
    • Limitations on local file access and desktop app interaction guide customers to use appropriate alternatives for those needs.
    • Awareness of third-party terms and the beta status of the underlying AI technology helps manage expectations and risk.

    Adaptive desktop actions enables AI agents to automate repetitive tasks across web applications through a browser extension. The agent interacts directly with the browser by clicking, typing, and scrolling, without preconfigured APIs, scripts, or back-end logic.

    Adaptive desktop actions overview

    Desktop actions are tools that AI agents use to interact with web applications through a browser extension.

    When you configure an AI agent and select Desktop action as a tool, you choose how it operates:
    Table 1. Desktop action operating modes
    Mode How it works Use when
    Defined path Follows fixed steps preconfigured in AI Desktop Actions. The workflow is stable and steps are known in advance.
    Adaptive path Works from a high-level goal. Dynamically plans and executes steps based on your instructions. The workflow varies or steps cannot be fully defined in advance.

    Specify a high-level goal — such as updating user roles or scheduling maintenance — and the agent plans and executes the steps to complete it. You can take manual control at any point.

    How adaptive desktop actions work

    Stages in which adaptive desktop actions work

    LLM provider

    Adaptive desktop actions use AWS Anthropic Sonnet model provider.

    Users

    Adaptive desktop actions are available to all users who perform tasks across enterprise applications and automate repetitive work.
    Table 2. Users and descriptions
    Users Description
    Administrators Manage permissions, roles, and agentic workflows
    Developers Build and configure AI agents with desktop action tools
    Fulfillers Automate routine fulfillment tasks across multiple systems
    Requestors Manage browser extensions and submit requests that trigger AI agents to automate web workflows

    Operating desktop actions

    You access desktop actions through the Now Assist panel that has enhanced chat enabled. The AI agent provides updates on its progress in the chat interface. As the agent works, you receive:

    • Real-time status updates in the chat
    • Periodic screenshots of the web pages the agent navigates
    • Notifications when external websites require login credentials

    When an external website requires login, you're prompted in the chat. Switch to the external website tab, provide your credentials, then switch back to the Now Assist panel. The agent continues after authentication is complete.

    Note:
    When you close the chat, you have the option to delete the chat log, including all screenshots containing sensitive information. For more information, see Delete an AI agent chat log.

    Limitation

    Desktop actions operate as browser extensions with the following limitations:

    • Can only access content within the browser
    • Cannot interact with desktop applications or local files (except for downloading files)
    • Cannot upload data from the local file system

    For tasks requiring local file access, consider using defined desktop actions. For more information, see Defined path desktop actions for desktop and web-based tasks.

    Third-party website access

    When you use ServiceNow desktop actions to visit, access, log in to, or otherwise interact with (collectively, “Access”) websites, applications, or other digital properties owned or operated by a third party (“Third Party Services”), that Access is a direct interaction between you and the Third Party Services. You're responsible for adhering to any applicable terms and conditions, including all policies or statements governing the use of personal data, of the third party.

    Important:

    ServiceNow AI Desktop Actions rely on “computer use,” a beta technology provided by Anthropic. As a result, AI Desktop Actions users are subject to unique risks, including as described in Anthropic's documentation. Notwithstanding anything to the contrary in any customer agreement, or any other agreement governing a customer's use of ServiceNow offerings, ServiceNow AI Desktop Actions are provided “as is” and without representations or warranties of any kind, including any warranty that AI Desktop Actions will be uninterrupted, error free, or free of harmful components, or that any data, including customer data, will be secure or not otherwise lost or damaged.