ServiceNow AI Platform AI agents

The following AI agents are available for ServiceNow AI Platform.

• Approval assistance AI agent
  This AI agent handles all queries related to approval records for the current user.
• Data and policy configuration AI agent
  This AI agent manages the data and policy configuration for AI on the platform. It retrieves the list of privacy policies, data patterns, data sharing, and data overflow processing details and displays it to the user. It also handles opt-in and opt-out requests for data sharing and data overflow processing (also known as Azure Data Bursting or cloud bursting).
• Decomposition AI agent
  This AI agent takes resolution steps as input, and then analyzes and breaks down each resolution step into a clear, structured set of smaller, actionable substeps. It then creates records based on user preference. This enables precise execution, improves task clarity, and supports automation and auditability of resolution workflows.
• Edit model provider AI agent
  This AI agent lets the user change, update, set, edit, modify, or switch the default LLM model provider. It handles instance level (all skills) and skill level (a single skill) updates. It saves configurations and provides a link to the change history.
• Email action and information AI agent
  This AI agent is equipped with tools to extract action items and details from emails, predict information for child task records, retrieve lists of task tables and fields within those tables, get information on groups, and copy email attachments to records. This agent also has tools to compose email body and send the email to recipients.
• Email on existing parent lead AI agent
  This AI agent handles emails that have a parent record and creates or updates tasks for them.
• Email to new task creation AI agent
  This agent creates a new task from an email and then processes it. This agent never sends emails.
• Explain SLA AI agent
  This agent explains Service Level Agreement (SLA) details to the user based on the provided task number. It retrieves the matching SLA using timer configurations, along with SLA breakdown details, task SLA information, and an SLA timeline summary.
• Guardian settings modifier AI agent
  This AI agent modifies AI Guardian settings, including prompt injection, offensiveness, and filters based on structured payload.
• Guardian settings viewer AI agent
  This AI agent retrieves and displays AI Guardian settings based on natural language queries. It shows only the requested settings, including prompt injection, offensiveness, and filters with severity and threshold levels.
• Image processor AI agent
  This AI agent lets users upload image attachments and create task records by analyzing them. I
• Issue readiness AI agent
  This AI agent scans the record fields and context of a ticket so it can determine if it is ready for a fulfiller to work on it.
• Issue trend analysis AI agent
  This AI agent analyzes grouped task data from cases, incidents, problems, or other tables to identify recurring issues and root causes.
• Language configuration AI agent
  This AI agent handles language configuration for AI multilingual LLM model providers. It retrieves the list of model providers and their configured languages and adds or removes languages for both native translation and Dynamic Translation per provider.
• Model provider configuration AI agent
  This AI Agent helps administrators understand whether their configured third-party LLM providers use OEM (managed by ServiceNow) or bring-your-own-key integration.
• Model provider policy AI agent
  This AI Agent provides an LLM model provider policy summary via a conversation in the ServiceNow Otto panel.
• Model provider query and history AI agent
  This AI agent helps administrators find current LLM provider configurations and review historical changes.
• Model version modifier AI agent
  This AI agent creates, updates or removes instance- and skill-level LLM model version configurations based on the user queries.
• Model version viewer AI agent
  This AI agent shows admins the active and deprecated LLM models that are being used in the instance, at both the instance level and the skill level.
• NAC help AI agent
  This AI agent answers help questions by querying the help knowledge base. Routes here when users ask "how do I", "what is", "help with", or similar help-seeking questions.
• Next action recommendation AI agent
  This AI agent identifies the optimal steps for resolving tasks by reviewing similar record details, related list record details, relevant knowledge articles, and web search results.
• Prioritize work AI agent
  This AI agent retrieves user-assigned tasks, scoring them by priority using metadata and Service Level Agreement (SLA) data.
• Problems investigation AI agent
  This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis.
• Record field value prediction AI agent
  This AI agent can predict fields for an incoming record.
• Record management AI agent
  This AI agent can fetch, update, create a record, link a knowledge base (KB) article, and copy an attachment to a record with details provided by the user.
• Request status AI agent
  This AI agent answers inquiries about existing tickets that were created by or are currently opened by the logged-in user. It should be triggered only when the user explicitly references an existing ticket (for example, by asking for ticket status, updates, comments, or history).
• Search Q&A AI agent
  This agent searches available resources to answer user queries, serving as the fallback agent when other agents cannot handle a request.
• Skill configuration AI agent
  This AI agent executes all configuration operations for generative AI skills.
• Skill discovery AI agent
  This AI agent retrieves generative AI skill information and prepares pre-formatted display payloads for the skill management agentic workflow.
• Smart documents AI agent
  This Document Management AI agent help users interact with document content by providing summaries, FAQs, and answers to their specific questions. It only works within the ServiceNow Document Viewer.
• Survey analysis AI agent
  This AI agent extracts and validates date ranges from user input, including natural language expressions. It analyzes survey data (such as questions, responses, and triggered records) to extract key metrics, identify trends, and deliver actionable insights for informed decision-making.
• Survey filling data collection AI agent
  This AI agent collects data related to the case, incident, or request and the survey questions raised to collect feedback on it.
• Survey response suggestion AI agent
  This AI agent suggests answers to questions in the survey by using details from case, incident, or request.
• Translation settings AI agent
  This AI agent handles translation settings and status inquiries for AI multilingual services. Users may refer to native translation as "NT" and Dynamic Translation as "DT."
• Troubleshooting AI agent
  This AI agent triages an Automated Test Framework (ATF) test failure.
• Update work plan AI agent
  This AI agent receives structured plan data from the orchestrator, constructs a valid JSON payload, and updates the finalized work plan in the database.
• Web automation AI agent
  This AI agent executes automated actions across any web page, enabling form filling, clicking, data extraction, and navigation tasks.
• Web research and recommendation AI agent
  This AI agent resolves issues by analyzing the problem and generating resolution steps using web search tools.
• Work allocator AI Agent
  This AI agent automatically fetches backlog tickets, evaluates agent workloads and performance metrics, and assigns tickets to agents in a way that optimizes distribution and operational efficiency.