--- 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 --- # Explore # Exploring Autonomous Workforce {#ariaid-title1} Release version: Brazil Updated September 10, 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 leverages AI specialists---automated AI agents designed to handle discrete tasks such as incident prioritization and identifying similar records. These AI specialists collaborate to address larger objectives like task triage and providing solutions based on past issues. This capability reduces manual workload by automating routine service desk tasks, enabling your team to focus on more complex resolutions. Show full answer Show less AI specialists operate as dependable extensions of your workforce. You can assign them to specific roles and assignment groups to control their scope and data access. Before full deployment, AI specialists can be tested to ensure they behave as expected. Their ongoing performance and activity can be monitored to maintain effectiveness. ## Access and Requirements To use AI specialists, ensure your ServiceNow instance meets the following prerequisites: * Installed plugins: Zero Touch Service Desk (version 2.3.19+), ServiceNow Otto AI Agents (version 7.1+), and AI Engagement Experience (version 3.1.1+) * Instance version: Minimum Zurich Patch 10 or Australia Patch 3 ## User Roles and Interactions Different roles engage with Autonomous Workforce as follows: * **AI Administrator**: Configures, activates, tests, and monitors AI specialists using AI Agent Studio. * **Service Desk Manager**: Oversees team and AI specialist performance, manages tasks, and can onboard AI specialists within Service Operations Workspace. * **Service Desk Agent**: Resolves incidents and cases, viewing AI specialist contributions within Service Operations Workspace. ## Implementation Workflow To deploy and manage AI specialists effectively, follow this workflow: * Onboard AI specialists via AI Agent Studio after installing required plugins and enabling system properties. * Configure AI specialists' basic details, profiles, tasks, and triggers. * Manually assign tickets initially to validate AI specialist behavior and build trust. * Set up automated work routing through assignment rules or Advanced Work Assignment. * Continuously monitor and review AI specialist activity and performance metrics to ensure ongoing value. * Adjust configurations as needed based on performance analytics available in AI Agent Studio and Service Operations Workspace. ## Benefits for ServiceNow Customers * **Automation of high-volume, repetitive tasks:** Frees agents to focus on complex issues. * **Improved triage and routing:** AI specialists classify and direct requests to appropriate teams quickly. * **Contextual insights:** AI specialists investigate related records to accelerate resolution. * **Enhanced communication:** Requesters receive updates throughout request lifecycles. * **Performance monitoring:** Track both AI specialist and team efficiency for continuous improvement. * **Risk mitigation:** Guided setup with pre-activation testing ensures AI specialists behave as intended. * **Data security:** Role-based access controls limit AI specialists' data and action scope. ## Next Steps ServiceNow customers interested in adopting Autonomous Workforce should explore configuration options such as editing AI specialist profiles, defining tasks, testing AI specialists, and monitoring their activity and performance to optimize their use. 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, they can monitor their 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_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. 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 AI specialists](https://www.servicenow.com/docs/gJWv4UGhOUIyRYaBy_O1cA "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 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 for different types of users 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 | | Simplified agentic AI setup reduces configuration complexity and helps accelerate time to value | 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} * [Configure AI specialist profiles](https://www.servicenow.com/docs/TWETpwounvCtn96Mbn7Klw "Modify the profile of an AI specialist in the legacy AI Agent Studio to set its name, description, roles, and assignment groups.") * [Edit AI specialist tasks](https://www.servicenow.com/docs/U4~RNJN9Hv44QuBiw1PidQ "Select tasks that an AI specialist can perform in the legacy AI Agent Studio.") * [Test AI specialists](https://www.servicenow.com/docs/CSzAQqm8y8iUpszHNf6vEw "Run a preview of your AI specialist in the legacy AI Agent Studio on a single record to preview how it works and verify it matches your intentions.") * [Monitor AI specialist activity](https://www.servicenow.com/docs/6xo4WdPyscyuH_B99Bm7dw "View the task execution history of an AI specialist in AI Agent Studio to track where and when it plans and attempts executions. You can also give feedback on its performance.") * [Track AI specialist performance](https://www.servicenow.com/docs/HUbCanm0yrLV9hCnLEdFAw "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=brazil&pubname=brazil-it-service-management&ft:locale=en-US).