--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Understand AI agents # Understand AI agents {#ariaid-title1} Release version: Australia Updated October 24, 2025 ![](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 and efficient use of your data, workflows, and integrations by deploying AI agents. These AI agents dynamically adapt their actions based on incident or case progress to remain focused on objectives. Central to this is the AI Agent Orchestrator, which ensures effective collaboration among multiple AI agents to handle complex workflows seamlessly. Show full answer Show less ## Key Features * **AI Agent Orchestrator:** Acts as a central coordinator for AI agents, managing task sequencing, communication, and collaboration among agents to facilitate smooth workflow execution. * **Dynamic Decision-Making:** Invokes AI models dynamically depending on the scenario to optimize task handling and responsiveness. * **Seamless Integration:** Works with ServiceNow workflows, CMDB, and third-party APIs to enable comprehensive automation across enterprise systems. * **Multi-Step Workflow Handling:** Supports chained execution of AI-driven tasks by multiple AI agents, ensuring complex processes are managed efficiently. * **Policy and Governance Enforcement:** Ensures AI agents comply with security and conformance standards, maintaining governance throughout operations. * **ReAct Prompt and Route Scheduling:** Combines reflection and planning prompts for streamlined execution, introducing asynchronous, parallel tool execution among agents to reduce latency and improve performance. * **Dynamic Orchestrator:** Optimizes agent selection for workflows when many AI agents are available, improving accuracy and performance by mapping the right agents during planning. * **User Impersonation:** Executes AI agent workflows as the logged-in user, with instance-level impersonation for testing and audit logs showing agent actions and approvals, enhancing transparency and accountability. ## Practical Benefits for ServiceNow Customers * Improved management and execution of complex, multi-agent workflows with centralized coordination. * Enhanced adaptability and real-time decision-making capabilities for AI-driven processes. * Greater integration with existing ServiceNow systems and external APIs for end-to-end automation. * Compliance with governance and security policies embedded in AI operations. * Reduced latency and better performance through asynchronous task execution enabled by the ReAct prompt and Route scheduling. * Clear audit trails and accountability through user impersonation and detailed logging of AI agent actions. This functionality empowers ServiceNow customers to deploy intelligent, coordinated AI workflows securely and efficiently, supporting complex operational needs while maintaining control and visibility. 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/FsBXG9PfaVGSDGYdjSYyGA "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.").