--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Explore # Exploring AI Desktop Actions {#ariaid-title1} Release version: Australia Updated November 2, 2025 ![](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 Exploring AI Desktop Actions AI Desktop Actions is a no-code automation solution designed to help ServiceNow customers automate repetitive tasks on desktop and web applications, especially those lacking APIs or backend integrations. It uses AI agents from the ServiceNow AI Platform to interact directly with user interfaces and execute end-to-end workflows. Desktop actions serve as tools for AI agents to perform these UI-based interactions, rather than being AI agents themselves. Show full answer Show less The solution includes a Windows client application with two main workspaces: * **Design workspace:** For creating and configuring desktop automations by recording or manually capturing multi-step workflows. * **Execution workspace:** Runs desktop actions in an isolated desktop session, launched automatically when testing or triggering automations via the ServiceNow Otto panel. ## Key Features * **Defined Desktop Actions:** Enable consistent, repeatable automation of common desktop tasks through fixed sequences of steps. * **Adaptive Desktop Actions:** Support dynamic, adaptive workflows for desktop (macOS) and web-based tasks by describing tasks in a chat interface, with progress monitored via screenshots. * **Browser Extensions:** Available for macOS and Windows to facilitate adaptive web-based automations via the ServiceNow Otto panel, allowing AI agents to dynamically adjust task execution based on page state. * **Integration with AI Agent Studio:** Allows publishing, managing, and embedding desktop actions into broader ServiceNow workflows, extending automation capabilities across cloud and desktop applications. * **Task Mining Integration:** Converts observed user desktop processes into production-ready desktop actions and AI agents, enabling a streamlined automation creation journey from process discovery to execution. * **User Impersonation:** Supports triggering AI agents on behalf of other users with required roles, facilitating flexible access and execution control. ## Practical Benefits for ServiceNow Customers By adopting AI Desktop Actions, customers can: * Automate repetitive manual tasks across legacy and web applications without requiring APIs. * Leverage AI agents to orchestrate complex workflows that combine desktop and cloud systems. * Create scalable, repeatable automations easily using no-code design tools. * Monitor automation progress visually through screenshots during execution, enhancing transparency and control. * Extend automation capabilities by integrating with existing ServiceNow workflows and Task Mining insights. ## Next Steps To effectively implement AI Desktop Actions, customers should explore configuration guides, examples of creating and executing desktop actions, understand component installation, and review system requirements and limitations. This foundational knowledge ensures smooth deployment and maximizes automation impact within their ServiceNow environment. Create desktop actions with AI Desktop Actions to automate repetitive tasks on your desktop and web environment using AI agents and agentic workflows. ## AI Desktop Actions overview {#explore-agentic-desktop__cf-exploring-parent-overview} AI Desktop Actions is a no-code solution that helps you automate repetitive tasks in legacy desktop and web-based applications lacking APIs or backend integrations. AI Desktop Actions leverages AI agents created in the ServiceNow AI Platform to interact with desktop and web applications, perform UI-based tasks, and automate end-to-end workflows. Desktop actions are tools used by AI agents---they are not AI agents themselves. Think of it this way: * AI Agent: The orchestrator that receives user requests and coordinates task execution * Desktop Action Tool: The capability the AI agent uses to interact with desktop or web applications {#explore-agentic-desktop__ul_aj1_xcl_bjc} ## Defined desktop actions {#explore-agentic-desktop__id_mrr_mst_z3c} You can use AI Desktop Actions to execute predefined automation sequences on your desktop. Defined path actions provide consistent, repeatable workflows for common desktop tasks. AI Desktop Actions is a client application that is installed on the Windows operating system. The app offers two workspaces, the Design workspace, where you create and configure desktop automations, and the Execution workspace, where those automations run. The Design workspace enables you to automate multi-step processes by recording with AI or manually capturing a fixed sequence of steps. Execution workspace enables AI agents to execute desktop actions in an isolated desktop session. The Design workspace lets you build multi-step desktop actions by recording or manually capturing steps. The Execution workspace runs desktop actions in an isolated desktop session and is launched automatically when you test a desktop action or trigger an automation from the ServiceNow Otto panel. You don't open the Execution workspace manually. For more information, see [Defined path desktop actions for desktop and web-based tasks](https://www.servicenow.com/docs/NEEpGlQ3yBdHDyFncl4bMA "Automate desktop and web-based tasks that involve fixed steps using AI Desktop Actions."). ## Adaptive desktop actions {#explore-agentic-desktop__section_ccn_nst_z3c} Desktop application for macOS : You can automate desktop and web-based tasks that involve adaptive steps using desktop actions. You describe the task in the chat interface of AI Desktop Actions for macOS. Screenshots of each step appear in the preview window of the execution workspace so you can monitor progress. Browser extension for macOS and Windows : You can automate web-based tasks that involve adaptive steps using desktop actions. You configure desktop actions in AI Agent Studio as part of a AI agent tool configuration. When a user describes a task in the ServiceNow Otto panel, the AI agent uses the desktop action tool to open a separate browser tab and performs the task. Screenshots of each step appear in the Web view tab of the ServiceNow Otto panel enhanced chat so you can monitor progress. For example, opening the application, selecting fields, and completing a workflow. The AI agent checks the state of the page and adjusts the sequence based on the user's goal. Because the steps are adjusted dynamically, results may vary. Review the output for accuracy before accepting it. For more information, see [Adaptive path desktop actions for web-based tasks](https://www.servicenow.com/docs/SBeVuOuC1bw0olH7jBVWrg "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."). ## How it fits into ServiceNow workflows {#explore-agentic-desktop__section_gwg_1dr_dhc} AI Desktop Actions integrates with AI Agent Studio, enabling you to publish, manage, and incorporate desktop actions into your broader ServiceNow workflows. This integration lets you automate both cloud and desktop applications, giving your AI agents broader capabilities within ServiceNow. ## Creating desktop actions from Task Mining {#explore-agentic-desktop__create-desktop-automation-tm} Build desktop automations by transforming task mining observations into production-ready desktop actions and AI agents. * Workstation users capture desktop processes using the Task Mining agent. * Business analysts review captured tasks and submit automation requests in Task Mining. * Technical users generate automation blocks (on-screen and background tasks) and create desktop actions and associated AI agent in Automation Center. * Authorized users execute the completed automations (desktop actions) in AI Desktop Actions using the deployed AI agent. To learn more about desktop action creation journey from Task Mining, see [Building desktop automations from Task Mining data](https://www.servicenow.com/docs/access?context=creating-desktop-actions-tm-ac&version=australia&pubname=australia-better-together&ft:locale=en-US). ## Impersonating users {#explore-agentic-desktop__section_ijx_w3r_yhc} You can trigger AI agents from the ServiceNow Otto panel while impersonating another user, provided the impersonated user has the required roles. The sn_aia.admin role is required to use AI Agent Studio, and the now_assist_panel_user role is required to trigger AI agents that execute desktop actions in the Execution workspace. For more information, see [Impersonating users](https://www.servicenow.com/docs/access?context=c_ImpersonateAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US). ## What to explore next {#explore-agentic-desktop__cf-exploring-parent-links} To learn more about configuring and using AI Desktop Actions, see: * [Configure AI Desktop Actions](https://www.servicenow.com/docs/6G4ZyprsTnyUHKulJC5Lsg "You can enable the AI Desktop Actions application if you have the admin role.") * [Defined desktop actions in AI Desktop Actions](https://www.servicenow.com/docs/oy4lCf9wYL6pdLfSo~8k4A "Desktop actions enable you to automate repetitive tasks on your desktop and web applications. This capability helps you streamline repetitive tasks, improve efficiency, and integrate desktop application workflows into your ServiceNow processes.") * [Creating AI agents and adding desktop action tool](https://www.servicenow.com/docs/qlEnQlDwkRb3clZ7S6zkGg "Create an AI agent and add desktop action tool in AI Agent Studio to mimic human-like intelligence while executing desktop actions for repetitive tasks in web and desktop environment.") * [Examples of creating desktop actions](https://www.servicenow.com/docs/RZSEOrNLNBPap_B2nPxiww "Learn the key concepts and workflow for creating end-to-end desktop actions and building automations for your desktop environments.") * [Examples of executing desktop actions using AI agents](https://www.servicenow.com/docs/qOVsEa713tsPqgk5IyZ9qA "These examples explain how to trigger AI Agents that execute automations you designed using desktop actions. The following topics walk you through the end-to-end execution flow so you understand how AI-driven execution works in your desktop environment.") * [Components installed with AI Desktop Actions](https://www.servicenow.com/docs/D~LMYbsTMbOCs0GzZZjjqw "Several types of components are installed with activation of the sn_desktop_agents plugin, including user roles and tables.") * [System requirements and limitations in AI Desktop Actions](https://www.servicenow.com/docs/~RsTC03t~jMaZfkEsmukRQ "Be aware of system requirements and a few limitations when you’re using the AI Desktop Actions application for defined desktop actions.") {#explore-agentic-desktop__ul_dnk_nx3_ygc}