--- 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 organization and tools on the ServiceNow AI Platform # AI organization and tools on the ServiceNow AI Platform {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read The ServiceNow AI experience includes generative AI skills, agentic AI, and a conversational user engagement layer. An effective AI experience depends on quality data and a coherent AI policy that guides your implementation. AI Search capabilities and other tools help connect the pieces. The following image illustrates the components of the ServiceNow AI experience. You can think of each area as a layer, with AI policy as the basis for your implementation. Data plays an important role, since poor data will lead to poor outcomes, and the search experience drives both generative and agentic AI capabilities. The conversational engagement layer allows your users to communicate with AI and perform tasks and self-serve more easily. Figure 1. Components of the ServiceNow AI experience ## AI policy {#sn-ai-impl-overview-tools__section_uz5_mdg_bhc} AI governance is defined by your organization and then implemented on the platform using AI Control Tower. AI Control Tower is designed to scale with your organization's AI maturity. It enables end-to-end life cycle management of AI agents and models, from intake and evaluation to deployment and optimization. It also connects governance committees and implementation teams, so that policy decisions are translated into technical configurations and operational controls. The platform includes the AI Risk and Compliance application, which comes with prebuilt content aligned to the EU AI Act and NIST AI Risk Management Framework (AI RMF), helping organizations address these requirements and implement responsible AI practices. For more information, see [AI governance on the ServiceNow AI Platform](https://www.servicenow.com/docs/7s59Gx21D6peez56Bzzmag "As organizations increasingly adopt AI to drive efficiency, innovation, and customer experience, AI governance becomes essential to ensure responsible use, regulatory compliance, and alignment with enterprise goals. The ServiceNow AI Platform provides a comprehensive governance framework through key roles and applications that work together to manage AI across its life cycle."). For real-time guardrail enforcement for AI interactions, you can use AI Guardian to monitor and mitigate risks related to offensive content, sensitive topics, and security threats in generative AI outputs. Admins can configure these guardrails directly in the AI Admin Hub console, and logs are available to track detection events and guide decisions about blocking or escalation. For more information about these tools, see: * [AI Control Tower](https://www.servicenow.com/docs/GtzcVtTj4bnKFuufQ7ld1A "Gain visibility into your organization's AI footprint, manage the lifecycle of AI investments, govern risk and compliance, and measure the business impact of AI with AI Control Tower.") * [AI Risk and Compliance](https://www.servicenow.com/docs/access?context=ai-risk-and-compliance&version=brazil&pubname=brazil-governance-risk-compliance&ft:locale=en-US) * [AI Guardian](https://www.servicenow.com/docs/hdgQA7KQb7lcA0lXFO9xzg "AI Guardian is built on the ServiceNow Small Language Model (SLM) and monitors generative AI interactions to detect offensive content, prompt injection attacks, and sensitive topics.") {#sn-ai-impl-overview-tools__ul_qrg_13g_bhc} ## Data management {#sn-ai-impl-overview-tools__section_d1f_fkg_bhc} Poor, incomplete, or unstructured data leads to poor AI outcomes. To prepare your data for AI implementation, see [Data readiness for implementing AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/abe2JNhh1Mz1w2GMETUyIA "High-quality data that is complete, accurate, and contextually relevant is the foundation for delivering precise, meaningful, and trustworthy AI responses."). ServiceNow provides several tools to help you manage data and provide user context on your instance. The AI Data Kit helps organizations manage AI training data on their ServiceNow instance. It provides a centralized workspace to curate, generate, cleanse, and evaluate datasets, including importing data from tables, adding ground truth, and creating derived datasets. It supports synthetic data generation---up to 1,000 records at a time---and includes tools to anonymize sensitive information for privacy compliance. Integrated with the AI Skill Kit, it enables teams to test custom AI skills and measure performance. Knowledge Graph makes AI more personal by using structured enterprise data to tailor responses to each user. It helps AI understand context, such as a user's role, location, or assigned assets, making answers more relevant and accurate. It also supports intelligent slot-filling, automatically pulling in known information to streamline conversations and reduce repetitive questions. This results in faster, more personalized, and trustworthy AI interactions. For more information about these tools, see: * [AI Data Kit](https://www.servicenow.com/docs/UDcKQGy2gJNk9~AydvX7gw "Use ServiceNowAI Data Kit to add datasets to a data catalog. The curated data works with AI Skill Kit to enable AI skill development and evaluation.") * [Knowledge Graph](https://www.servicenow.com/docs/ODL8xlj~CIOUpVIu5TP1eg "The Knowledge Graph application, uses the structured and unstructured data from ServiceNow records, knowledge bases, and external sources to enhance the performance of ServiceNow Otto for Virtual Agent, AI agents, and generative AI skills.") * [AI Readiness Evaluation](https://www.servicenow.com/docs/MqUsoGrmo~Nv9~5aD7sTFg "The AI Readiness Evaluation app helps prepare your organization for implementing agentic AI for ITSM and CSM, and five other jobs.") {#sn-ai-impl-overview-tools__ul_gvr_1lh_bhcasdf} ## Internal and external content search {#sn-ai-impl-overview-tools__section_exy_4mh_bhc} ServiceNow Otto for AI Search is the primary tool used to find content on your instance, whether it's in the form of knowledge articles, Service Catalog items, system users, Knowledge Graph schemas, or content in enhanced chats using ServiceNow Otto for Virtual Agent. ServiceNow Otto for AI Search is a plugin that enhances your existing AI Search configuration, adding support for Genius Result answers. You can expand the amount of content available to ServiceNow Otto for AI Search by using External Content Connectors. With this tool, AI Search applications can search content and metadata from external content repositories such as Atlassian Confluence Cloud and Microsoft SharePoint Online. For more information about these tools, see: * [AI Search](https://www.servicenow.com/docs/access?context=overview-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) * [ServiceNow Otto for AI Search](https://www.servicenow.com/docs/access?context=now-assist-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) * [External Content Connectors](https://www.servicenow.com/docs/access?context=ext-cont-connectors-landing-page&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) {#sn-ai-impl-overview-tools__ul_osj_pmh_ccgfs} ## Generative AI skills {#sn-ai-impl-overview-tools__section_hmc_smh_bhc} AI product plugins provide workflow-specific, generative AI skills that are tailored to specific use cases. For example, a skill might summarize a customer chat, suggest next steps in a workflow, or generate resolution notes for a task. For a list of available skills by product, see [Generative AI skills](https://www.servicenow.com/docs/LBZoqSt5XFKJNXfffC6J1Q "ServiceNow AI Platform products contain generative AI skills that are tailored to meet the needs of users in different workflows."). Use the AI Admin Hub console to install and configure AI plugins, and perform the following tasks: * Set up and configure skills to align with your business processes. * Monitor and analyze usage, including adoption rates and performance metrics across the platform. * Manage provider policies, data handling rules, and access controls. * Turn on and configure the ServiceNow Otto panel. * Manage large language models (LLMs). * Configure translation for ServiceNow Otto. {#sn-ai-impl-overview-tools__ul_pqr_s5h_bhc} If you need to customize or adapt existing skills, you can use the AI Skill Kit to build, customize, and test generative AI skills that are tailored to your organization's workflows. With features like a prompt editor, visual builder, and evaluation tools, it helps you fine-tune performance and ensure quality. It also integrates with the AI Data Kit and AI Guardian for testing and governance. For more information about these tools and features, see: * [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/6Ih6Rt3WuqdbYrEqsg26oQ "The AI Admin Hub console provides quick and effortless access to the important information that you need to set up, configure, and monitor ServiceNow Otto applications and features.") * [ServiceNow Otto panel](https://www.servicenow.com/docs/ungvmJpkqvJj4Ll4gfd0ew "With the ServiceNow Otto panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.") * [Manage AI models](https://www.servicenow.com/docs/1u9UvN4SmyCD6tbdnIzecQ "Access and select the LLM (large language model) provider used for various Now Assist skills. The selection impacts all the skills within the capability.") * [Analyzing AI performance](https://www.servicenow.com/docs/vSWI0Z0zHk9AFsM5vVlPyg "Use the AI Analytics dashboard to monitor the usage and performance of generative AI features and capabilities.") * [Multilingual service for Now Assist](https://www.servicenow.com/docs/xLN0mJh_5mL3TUH0roQL1g "Now Assist applications use the multilingual capabilities of large language models (LLMs) to translate user-generated content.") * [ServiceNow Otto for Mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-landing&version=brazil&pubname=brazil-mobile&ft:locale=en-US) {#sn-ai-impl-overview-tools__ul_xdx_lxh_bhc} * [AI Skill Kit](https://www.servicenow.com/docs/rXlzROHfVxB_PPntyEiYyA "Use ServiceNow AI Skill Kit to create and publish custom prompts and skills for ServiceNow Otto. Creating custom skills and prompts gives you greater flexibility with ServiceNow Otto's generative AI capabilities.") {#sn-ai-impl-overview-tools__ul_zkh_smh_asfgkjkk} ## Agentic AI {#sn-ai-impl-overview-tools__section_pb5_cph_bhc} In an agentic AI system, autonomous agents perform complex tasks by reasoning, planning, and executing actions across multiple steps. These agents break down goals, coordinate with other agents or systems, and complete workflows across multiple steps. In AI Agent Studio, AI agents and agentic workflows are built to handle tasks such as resolving incidents, managing requests, or navigating service catalogs using generative AI and orchestration logic. For a list of available agentic workflows by product, 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."). Use AI Agent Studio to perform the following tasks: * Build or modify AI agents and agentic workflows using list views and guided setup tools. * Simulate tasks and view execution logic to refine agent behavior. * Access execution logs and version control to track performance and changes. * Use the Settings page to enable AI Guardian for runtime safety, including detection of offensive content and prompt injection. * Use the AI Agent Analytics dashboard to view usage stats, efficiency gains, and execution volume to help measure value. {#sn-ai-impl-overview-tools__ul_b3r_bv4_bhc} The Model Context Protocol (MCP) client enables you to access the Model Context Protocol tools that are hosted externally and published using an MCP Server. MCP facilitates communication between an AI host application (like AI Agent Studio) and one or more MCP servers that expose specific capabilities such as tools. The MCP Server Console is a tool for administrators to set up and manage Model Context Protocol (MCP) servers. These servers provide AI applications with access to ServiceNow features like incident lookups, case summaries, and workflow actions. The console lets you choose which capabilities to make available, so that everything stays secure and compliant. Then, from an MCP client, users can request information from the server and automate functionality using the available tools and data that the server returns. For more information about these tools, 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.") * [AI Agent Studio overview](https://www.servicenow.com/docs/bLdYEkCxm3qW3ywjDCkNpA "Create, manage, or test AI agents and agentic workflows so that you can create self-executing workflows to help you achieve your business goals.") * [Implement access control in AI agents](https://www.servicenow.com/docs/Cb~YXDNXD1Pfsl_fEzU0ZA "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering with the access control-based security measures in the agentic system.") * [AI Agent Analytics dashboard](https://www.servicenow.com/docs/yfDyVbCfrQIJR5XUzKrrFA "Track the AI agent use and efficiency gain on your instance through the AI Agent Analytics dashboard. The dashboard can reveal trends in how AI agents are used to improve the time to resolution and the number of tasks closed.") * [Examples of using AI agents](https://www.servicenow.com/docs/EkDQJCUxfI4I55hxTAmB4w "Review different ways that you can leverage the Now Assist AI agents application in agentic workflows across the platform.") {#sn-ai-impl-overview-tools__ul_wmc_yw4_bhc} * [Model Context Protocol Client](https://www.servicenow.com/docs/CTyjzlASWXf6vDn0E4EEDQ "The ServiceNow Model Context Protocol Client (MCP Client) enables you to access the Model Context Protocol tools that are hosted externally and published using an MCP Server in the ServiceNow AI Agent Studio.") * [MCP Server Console](https://www.servicenow.com/docs/eI0asNG5oVrwkv2I18Zmtw "MCP Server Console enables secure and governed access to functionality on a ServiceNow instance for AI applications with Model Context Protocol (MCP) servers. MCP servers extend ServiceNow AI Platform functionality into any external MCP client and employee experience over the Model Context Protocol.") {#sn-ai-impl-overview-tools__ul_bkd_dph_bhc} ## Conversational AI engagement {#sn-ai-impl-overview-tools__section_zf1_hph_bhc} ServiceNow Otto for Virtual Agent is the primary conversational interface for your organization's AI capabilities. It enables users to interact naturally with AI-powered assistants that understand intent, recommend actions, and deliver synthesized responses---all within familiar channels like the service portal, mobile app, and Microsoft Teams. This conversational layer enables your users to communicate with AI and perform tasks and self-serve more easily. It connects users to a wide range of AI-powered resources, including AI agents, generative AI skills, catalog items, Virtual Agent topics, Q\&A Genius results from AI Search, and even custom subflows and actions. By integrating with the AI agent framework, Virtual Agent can discover and trigger agentic workflows that dynamically solve problems based on context. For example, a user might ask about ordering a device, and the system can invoke a multi-turn catalog ordering skill, refine the request, and complete the task, within a single conversation. Similarly, Q\&A Genius capabilities allow users to ask open-ended questions and receive actionable answers, links, or follow-up options, to help reduce the need for live agent intervention. ServiceNow Otto for Virtual Agent also makes it easier to discover content without needing to know exact keywords. Users can search for and interact with catalog items, AI agents, and Virtual Agent topics using natural language. LLM topic discovery and Knowledge Graph slot-filling can return personalized responses and reduce repetitive questions. To configure ServiceNow Otto for Virtual Agent, you set up an assistant. An assistant is a container for a specific conversational experience that can be delivered in portals on your instance, mobile apps, Microsoft Teams, and Slack. Use the Assistant Designer to create, configure, and manage these assistants, as well as link them to conversational assets in Virtual Agent. To implement ServiceNow Otto for Virtual Agent, admins use the guided setup that requires no deep technical expertise. Assistant configuration includes the following options: * AI agent enablement and orchestration * Search sources * Knowledge Graph schema usage * Conversational assets, such as Virtual Agent topics, subflows, actions, generative AI skills, and AI agents * The portals, channels, or apps the assistant will be used in * Branding (the look and feel of the assistant) * Chat experience, such as greeting, closing, and fallback messages {#sn-ai-impl-overview-tools__ul_dvl_php_bhc} You can also customize an assistant for the ServiceNow Otto panel. The panel is available in workspace experiences and is typically used for contextual assistance within a specific workflow or record. ServiceNow Otto panel assistants have different configuration options and skill availability. For more information about these tools, see: * [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Premium chat](https://www.servicenow.com/docs/access?context=nava-integrated-chat&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Integrating ServiceNow® Otto for Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/access?context=integrating-now-assist-va-msteams&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Using ServiceNow Otto for Virtual Agent conversations with Slack](https://www.servicenow.com/docs/access?context=na-va-llm-slack&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) * [Analyzing assistants](https://www.servicenow.com/docs/access?context=ai-engagement-analytics&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) {#sn-ai-impl-overview-tools__ul_kpw_ckp_bhc} * [ServiceNow Otto for Mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-landing&version=brazil&pubname=brazil-mobile&ft:locale=en-US) * [ServiceNow Otto panel](https://www.servicenow.com/docs/ungvmJpkqvJj4Ll4gfd0ew "With the ServiceNow Otto panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.") {#sn-ai-impl-overview-tools__ul_m1y_hph_bhc}