--- 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 --- # Adaptive desktop actions for web # Adaptive desktop actions for web-based tasks {#ariaid-title1} Release version: Australia Updated September 5, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Adaptive desktop actions enables AI agents to automate repetitive tasks across web applications through a browser extension. The agent interacts directly with the browser by clicking, typing, and scrolling, without preconfigured APIs, scripts, or back-end logic. ## Adaptive desktop actions overview {#web-agents-overview__cf-exploring-parent-overview} Desktop actions are tools that AI agents use to interact with web applications through a browser extension. When you configure an AI agent and select Desktop action as a tool, you choose how it operates:{#web-agents-overview__modes-table__entry__3} | Mode | How it works | Use when | |-|-|-| | Defined path | Follows fixed steps preconfigured in AI Desktop Actions. | The workflow is stable and steps are known in advance. | | Adaptive path | Works from a high-level goal. Dynamically plans and executes steps based on your instructions. | The workflow varies or steps cannot be fully defined in advance. | [Table 1. Desktop action operating modes] {#web-agents-overview__modes-table} Specify a high-level goal --- such as updating user roles or scheduling maintenance --- and the agent plans and executes the steps to complete it. You can take manual control at any point. ## How adaptive desktop actions work {#web-agents-overview__section_pmp_44y_1jc} ## LLM provider {#web-agents-overview__section_bkg_nmt_bjc} Adaptive desktop actions use AWS Anthropic Sonnet model provider. ## Users {#web-agents-overview__cf-exploring-parent-users} Adaptive desktop actions are available to all users who perform tasks across enterprise applications and automate repetitive work.{#web-agents-overview__table_ac5_mdk_mjc__entry__2} | Users | Description | |-|-| | Administrators | Manage permissions, roles, and agentic workflows | | Developers | Build and configure AI agents with desktop action tools | | Fulfillers | Automate routine fulfillment tasks across multiple systems | | Requestors | Manage browser extensions and submit requests that trigger AI agents to automate web workflows | [Table 2. Users and descriptions] {#web-agents-overview__table_ac5_mdk_mjc} ## Operating desktop actions {#web-agents-overview__section_qh1_xhl_hgc} You access desktop actions through the ServiceNow Otto panel that has enhanced chat enabled. The AI agent provides updates on its progress in the chat interface. As the agent works, you receive: * Real-time status updates in the chat * Periodic screenshots of the web pages the agent navigates * Notifications when external websites require login credentials {#web-agents-overview__ul_pgg_f5y_1jc} When you close the chat, you have the option to delete the chat log, including all screenshots containing sensitive information. For more information, see [Delete an AI agent chat log](https://www.servicenow.com/docs/pu0KntJyKx1mB~dLDt9fyg "After you close an AI agent session, you can delete its chat if any sensitive information was captured. Deleting your chat log permanently erases the chat history of that session, including screenshots."). To run multiple tasks at once in adaptive desktop actions, open each task in a separate Chrome browser window, each with a different user profile,logging in with different ServiceNow users. This lets the tasks run in parallel instead of one at a time. ## Limitation {#web-agents-overview__section_sqh_l5k_fjc} Desktop actions operate as browser extensions with the following limitations: * Can only access content within the browser * Can't interact with desktop applications or local files (except for downloading files) * Can't upload data from the local file system {#web-agents-overview__ul_kb5_m5k_fjc} For tasks requiring local file access, consider using defined desktop actions. For more information, see [Defined path desktop actions for desktop and web-based tasks](https://www.servicenow.com/docs/NEEpGlQ3yBdHDyFncl4bMA "Automate desktop and web-based tasks that involve fixed steps using AI Desktop Actions."). ## Third-party website access {#web-agents-overview__section_myt_dfh_yhc} When you use ServiceNow desktop actions to visit, access, log in to, or otherwise interact with (collectively, "Access") websites, applications, or other digital properties owned or operated by a third party ("Third Party Services"), that Access is a direct interaction between you and the Third Party Services. You're responsible for adhering to any applicable terms and conditions, including all policies or statements governing the use of personal data, of the third party. Important: ServiceNow AI Desktop Actions rely on "computer use," a beta technology provided by Anthropic. As a result, AI Desktop Actions users are subject to unique risks, including as described in Anthropic's documentation. Notwithstanding anything to the contrary in any customer agreement, or any other agreement governing a customer's use of ServiceNow offerings, ServiceNow AI Desktop Actions are provided "as is" and without representations or warranties of any kind, including any warranty that AI Desktop Actions will be uninterrupted, error free, or free of harmful components, or that any data, including customer data, will be secure or not otherwise lost or damaged. **Related concepts** * [Creating AI agents for AI Desktop Actions](https://www.servicenow.com/docs/qlEnQlDwkRb3clZ7S6zkGg "Create an AI agent in AI Agent Studio to mimic human-like intelligence while executing desktop actions for repetitive tasks in web and desktop environment.") * [Examples of executing desktop actions using AI agents](https://www.servicenow.com/docs/qOVsEa713tsPqgk5IyZ9qA "These examples explain how to trigger AI Agents that execute automations you designed using desktop actions. The following topics walk you through the end-to-end execution flow so you understand how AI-driven execution works in your desktop environment.") **Related tasks** * [Configure AI Desktop Actions](https://www.servicenow.com/docs/6G4ZyprsTnyUHKulJC5Lsg "You can enable the AI Desktop Actions application if you have the admin role.")