--- 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 and agentic workflows # AI agents and agentic workflows {#ariaid-title1} Release version: Brazil Updated September 10, 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 and agentic workflows AI agents and agentic workflows on the ServiceNow AI Platform enable the design, deployment, and evaluation of autonomous multi-step task execution with minimal human intervention. Unlike single-task generative AI skills, these agents pursue complex goals across multiple steps, enhancing automation and operational efficiency within your ServiceNow environment. Show full answer Show less ## Key Features * **AI Agents Library:** Access a comprehensive catalog of ServiceNow-created AI agents detailing their purpose, workflows, and configurations to help you select or customize agents that fit your organizational needs. * **AI Agent Studio:** A unified environment to create, manage, test, and deploy AI agents and agentic workflows. It supports crafting custom workflows, equipping agents with the necessary tools, iterative testing, and organization-wide deployment. * **Prebuilt Agentic Workflows and AI Agents:** Ready-to-use workflows and agents for common use cases such as approval assistance, issue readiness, and request status. These can be used as-is or tailored to your processes for faster time to value. * **AI Desktop Actions:** Extend AI agent capabilities beyond the ServiceNow platform by recording desktop actions---sequences of user interactions across applications---that agents can invoke to automate tasks in external systems without coding. * **Security Features:** AI Guardian can be enabled to protect agents from offensive content and prompt injection attacks, enhancing the safety and reliability of AI-driven workflows. * **Analytics and Testing Tools:** Built-in dashboards and testing mechanisms support monitoring agent performance and conducting both manual and automated evaluations to ensure agents meet expected behaviors. ## Applying AI Agents in ServiceNow ServiceNow customers can leverage AI agents and agentic workflows to automate complex processes involving multiple steps, reducing manual effort and improving process accuracy. The combination of prebuilt components and customization options allows for rapid deployment and integration into existing workflows. AI Desktop Actions further empower agents to interact with external desktop applications, broadening automation scope without requiring development resources. Design, deploy, and evaluate AI agents and agentic workflows that autonomously complete multi-step tasks on the ServiceNow AI Platform. ## Agentic AI AI agents and agentic workflows pursue a goal across multiple steps with limited human intervention, instead of completing one task at a time. To learn what they are, why they matter, and when to use them rather than a generative AI skill, see [About AI agents and agentic workflows](https://www.servicenow.com/docs/euqg2f32tzownn5ahBdokQ "AI agents and agentic workflows pursue a goal across multiple steps, planning and acting with limited human intervention to resolve an issue or complete a request. Where a generative AI skill completes one task on demand, an agentic workflow coordinates one or more agents to carry a process from start to finish."). ## AI Agents library {#platai-ai-agents-agentic-workflows__ai-agents-library} Use the [ServiceNow AI agents library](https://www.servicenow.com/docs/~qqdH8jrRidOzUziW848IQ "All ServiceNow AI agents are listed. Depending on your license, not all AI agents may appear in your instance.") to review all ServiceNow® created AI agents. Use this reference to understand each agent's purpose, workflow, and configuration. ## AI Agent Studio Use the AI Agent Studio environment to create, manage, and test AI agents and agentic workflows. Putting AI agents to work follows four steps: create an agentic workflow that defines the problem and situation your agents work on, create AI agents equipped with the tools to execute the necessary tasks, test the workflow and make adjustments until it performs as expected, and then deploy your agents across your organization. AI Agent Studio also provides ready-made agentic workflows and AI agents you can use as-is or incorporate into custom workflows, an analytics dashboard for reviewing agent usage and performance, and testing tools that range from single manual executions to automated agentic evaluations. From the Settings page, you can enable AI Guardian to apply offensiveness detection and prompt injection protection to your agents. To create, test, and deploy AI agents and agentic workflows in one environment, with ready-made options, analytics, and built-in testing, see [AI Agent Studio (legacy)](https://www.servicenow.com/docs/xg1dC7gOzluSRMGU9k0yDw "The ServiceNow AI agents are entities that mimic human-like intelligence by using large language models (LLMs). AI agents can perform tasks that range from simple automated responses to complex problem solving. By using AI agents, you can reduce the workloads of your live agents and help increase their productivity."). ## Now Assist agentic workflows The ServiceNow AI Platform provides prebuilt platform agentic workflows and AI agents that address common scenarios, such as approval assistance, issue readiness, and request status. Additional AI agents are provided with some Integration Hub spokes and plugins, preconfigured and callable from interfaces such as AI Agent Studio and Virtual Agent. These prebuilt workflows and agents give you a faster path to value than building from scratch, and you can incorporate them as-is or customize them to match your processes. To put prebuilt agentic workflows and AI agents to work for common scenarios such as approvals, issue readiness, and request status, see [Agentic workflows](https://www.servicenow.com/docs/35r3Y6xPGNoY8ay8X7tcsw "Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on context, data, and intermediate results."). ## AI Desktop Actions AI Desktop Actions extends AI agent capabilities to applications outside the ServiceNow AI Platform. In the no-code Design workspace, you create desktop actions by auto-capturing or manually recording a series of steps you perform on your computer, such as clicking buttons, entering text, or selecting from drop-downs across different applications. You then save that sequence as a reusable desktop action. After you activate a desktop action, it becomes available as a tool in AI Agent Studio, enabling your AI agents to interact with desktop applications as part of an agentic workflow. To record reusable desktop actions that let your AI agents work in applications outside the ServiceNow AI Platform, see [AI Desktop Actions](https://www.servicenow.com/docs/mJo_x_059BxBCcPrjqtJDg "ServiceNow AI Desktop Actions enables you to design, configure, and manage desktop actions that automate repetitive tasks in your desktop and web environment. AI agents can autonomously and semi-autonomously process instructions, generate execution plans, and run desktop actions across legacy systems, thick client applications, and web applications without APIs.").