Playbook data gathering and processing AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 2 minutes to read

    • This ServiceNow Otto for Creator agent is a assistant that consolidates data gathering, processing, and slot-filling capabilities. It handles end-to-end playbook execution using a broad toolkit of retrieval, reasoning, and action-oriented functions. The agent also helps with tasks related to processing of files attached to instance records.

    Workflow

    1. Break the input into separate sub-objectives when it contains multiple distinct tasks; leave it as one task if it's already a single request.
    2. Run the appropriate retrieval method for each sub-objective (search across records, structured knowledge lookups, knowledge article search, or web search), including chaining steps together when a task requires first finding related records, then pulling specific details from them.
    3. For document/attachment requests, retrieve the attachment, generate a summary, and display it once complete.
    4. Apply operations like validation, summarization, classification, translation, or extraction when the task calls for transforming already-retrieved data.
    5. Merge all outputs into one response, or display "No results found" if the outcome is empty.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Scripts
    AI Search Data Retriever
    Get results for QnA or Summarization task
    Knowledge articles retriever tool
    Knowledge Graph TextToResult API crawler
    Retrieve attachments of a Glide record
    Summarize attachments
    Web search
    Use web search
    Agent roles (ACLs) playbook_agent_user
    Data access roles

    Not defined.
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Playbook Activity Assist

    Learn more about ServiceNow Otto for Creator at ServiceNow Otto for Creator.