--- 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 --- # Understand AI agents # Understand AI agents {#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 Understand AI agents The AI Agent Studio within the ServiceNow AI Platform enables secure use of your data, workflows, and integrations by leveraging AI agents. These agents dynamically adjust their actions based on incident or case progress to ensure focus on achieving objectives. The AI Agent Orchestrator centrally manages multiple AI agents, coordinating their collaboration to complete complex workflows efficiently. Show full answer Show less ## Key Features * **AI Agent Orchestrator:** Coordinates interaction and task execution among multiple AI agents, ensuring correct sequencing and seamless collaboration. * **Dynamic Decision-Making:** Can invoke AI models dynamically based on specific scenarios for adaptable automation. * **Seamless Enterprise Integration:** Works with ServiceNow workflows, CMDB, and third-party APIs to enable comprehensive end-to-end automation. * **Multi-Step Workflow Handling:** Supports chained execution of AI-driven tasks across agents for complex process automation. * **Policy \& Governance Enforcement:** Ensures AI agents comply with conformance and security standards during operation. * **ReAct Prompt with Route Scheduling Mode:** Merges reflection and planning prompts, enabling asynchronous and parallel tool execution to reduce latency and improve overall performance. * **Dynamic Orchestrator:** Optimizes agent selection for workflows by identifying the most relevant agents when many are available, improving accuracy and efficiency. * **User Impersonation:** AI agents execute actions as the logged-in user within the ServiceNow Otto panel, enabling detailed logging and accountability for agentic workflow actions. * **Virtual Agent Integration:** Can be enabled for AI agents to allow requester and fulfiller visibility into transactions, enhancing transparency in workflow execution. ## What ServiceNow Customers Can Expect By using AI Agent Studio and its Orchestrator, customers can automate complex workflows involving multiple AI agents with real-time adaptability and centralized coordination. This reduces manual intervention, enforces governance, and provides clear audit trails through impersonation and logging. The dynamic orchestration and advanced prompt techniques improve performance and responsiveness, enabling more efficient incident and case management. Integration with existing ServiceNow components and third-party APIs allows seamless extension of automation capabilities in enterprise environments. The AI Agent Studio is designed to securely use your data, workflows, and integrations directly within the ServiceNow AI Platform. AI agents can dynamically adjust their actions based on the progress and changing conditions of incidents or cases to help verify that they stay focused on achieving their objectives. ## AI agents Orchestrator {#understand-na-aia__section_ef1_htr_bhc} The AI Agent Studio guides users in using AI agents effectively, while AI Orchestrator verifies seamless collaboration among them. The AI agent Orchestrator is a central management system that coordinates AI agents to verify that they collaborate effectively to complete complex workflows. It can also retrieve missing context from users when needed. AI agents operate iteratively, seeking assistance from the Orchestrator if they encounter difficulties. The Orchestrator enhances inter-agent communication and centralizes coordination. The Orchestrator allows AI agents to share information effectively and transition tasks seamlessly, regardless of where the process originates. As a result, the Orchestrator is essential for managing intricate workflows, facilitating real-time adaptability, and efficient task delegation among agents. The role of Orchestrator in AI Agent Studio: 1. Task Coordination \& Execution: manages the interaction between multiple **AI agents**, ensuring that tasks are executed in the correct sequence. 2. Dynamic Decision-Making: Can invoke AI models dynamically based on the scenario. 3. Seamless Integration with Enterprise Systems: Works with ServiceNow workflows, CMDB, and third-party APIs to enable end-to-end automation. 4. Handling Multi-Step Workflows: Enables chained execution of AI-driven tasks among multiple AI Agents. 5. Policy \& Governance Enforcement: Enforces governance rules to verify that AI agents adhere to conformance and security standards. {#understand-na-aia__ol_e4m_bnt_bhc} The Orchestrator works with ReAct prompt, where the previous reflection prompt has been merged with the planning prompt for a streamlined execution experience improving the efficiency and visibility of planner actions. With the ReAct prompt, a scheduling mode called Route has been introduced that enables asynchronous, parallel tool execution within agents to reduce latency and improve performance when an agent needs assistance from another agent during the execution process. ## Dynamic Orchestrator for agentic workflows {#understand-na-aia__section_f3x_324_xfc} The dynamic orchestrator helps map the right agents to the user's agentic workflow to provide better performance and accuracy. When there are more than the ideal 8 to 10 AI agents available for an agentic workflow, then the dynamic orchestrator helps identify the agents that need to be considered for executing that agentic workflow in the planning phase. ## User impersonation in AI agents {#understand-na-aia__section_ckd_hhm_g2c} The agentic workflow executes tools as the logged-in user in the ServiceNow Otto panel. Any operations that are performed within the tool in this flow are also executed as the logged-in user. After impersonation is enabled, testing an AI agent uses the instance-level impersonation. Administrators can see logs with individual AI agent names as a record of who approved the agentic action in an agentic workflow. The logs help when determining a point of contact if there's an issue with the approved agentic action by the AI agent. With impersonation, the fulfiller in the ServiceNow Otto panel and the requester in Virtual Agent can see the transactions recorded in the name of the AI agent that performed the agentic workflow execution. Note: Virtual Agent can be turned on only for AI agents at the Define availability section in the AI agent guided setup. For more information, see [Create an AI agent](https://www.servicenow.com/docs/IXb6SjbOyJ5e~BQE~sguQw "Create an AI agent in AI Agent Studio to solve problems for your users and coordinate with other AI agents while executing the agentic workflows.").