--- sourceDocument: Zurich Build workflows sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/build-workflows Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Build workflows ft:clusterId : - crworkflow bundleId : - crworkflow workflow : - Creator --- # Use AI agent as an activity # Use AI agent as an activity {#ariaid-title1} Release version: Zurich Updated February 20, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Use an existing AI agent as an activity in your playbook to automate tasks. The AI agent gathers the required context, performs the work, and produces outputs that subsequent activities can consume. ## Before you begin Role required: playbook.admin or pd_author. Make sure that Now Assist AI agents plugin is installed and you have AI agents available in your instance. For information about installing the Now Assist AI agents plugin, see [Install ServiceNow Otto AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). For information about creating an AI agent, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). ## About this task When you add an AI agent to the activity, you select the agent, provide an objective for the agent to complete, and define the expected outputs. You can also define whether you want to run the agent on behalf of the user who triggered the playbook, or the current user. You can interact with the agent from within the playbook, without opening the Now Assist panel. ## Procedure 1. Navigate to AllProcess automationWorkflow Studio. 2. Select the playbook where you want to add the Use an AI agent activity. 3. In a new or an existing stage, select Add an activity. 4. From the list of activities, under Common Activities, select Use an AI agent. 5. In the Automation tab, configure the AI agent. {#ai-agent-as-activity__table_slj_c1t_33c__entry__2} | Field | Description | |-|-| | AI agent | The AI agent that you want to add to the activity. | | Objective | Text directions for the AI agent. You can use a combination of plain text and data pill picker. Provide a descriptive instruction for the AI agent about what do you want to achieve. For example, Summarize the incident (Parent record->Incident-> Number) and suggest the next steps to resolve the incident.. | | Run as | The user on behalf of whom you want the agent to run. * Active user: The AI agent runs when the user selects Start Now Assist. * The user triggering the playbook: The AI agent when the playbook is triggered. {#ai-agent-as-activity__ul_o2n_l3t_33c} | | Expected outputs | Outputs that you want the AI agent to generate. | [Table 1. Use AI agent properties] {#ai-agent-as-activity__table_slj_c1t_33c} 6. **Optional:** Select Show additional options to configure the optional properties. {#ai-agent-as-activity__table_rsc_pht_33c__entry__2} | | | |-|-| | Assigned to | An optional field where you can specify a user who can complete, skip, or restart the activity when the agent is working. This field is visible only when you select Show additional options. | | Assignment group | An optional field where you can specify a user group who can complete, skip, or restart the activity when the agent is working. This field is visible only when you select Show additional options. | | Conversation label | A name to identify the conversation. | [Table 2. Optional properties] {#ai-agent-as-activity__table_rsc_pht_33c} 7. Select Save and close. ## Using AI agent in a CSM playbook {#ai-agent-as-activity__example_b15_nnt_33c} In the following example, Alex, a CSM/FSM Workspace user, is working on a customer complaint about a product issue. The playbook uses the Complaint Case Research Plan Agent in the research stage to analyze the complaint and create relevant tasks for the next steps. The AI agent is configured to run as the active user in this playbook. Alex performs all interactions with the AI agent within the playbook, without opening the Now Assist panel. 1. When the playbook reaches the research stage, Alex selects Start Now Assist to run the AI agent. 2. Alex can view the tasks that the AI agent is performing. 3. After analyzing the case and similar cases, the AI agent recommends adding four tasks and prompts Alex for confirmation. Alex can remove any of the recommended tasks or select Confirm for the AI agent to create the tasks. 4. After receiving the confirmation, the AI agent creates the tasks and marks the activity as complete. {#ai-agent-as-activity__ol_zs4_gpb_j3c} **Related concepts** * [Activity definitions](https://www.servicenow.com/docs/hC2JPXxYVpwMpyvSURl_5w "Activity definitions describe how the activities in your playbook get the data that they need when your playbook runs.") * [Automation Assets](https://www.servicenow.com/docs/L67AP3dqWmiE_EenylU4QQ "Include all automation assets in the activity picker to add a subflow, flow, or action directly to your playbook without having to create an activity definition.") * [Optional activities](https://www.servicenow.com/docs/MoXZAJ9pnHGnDduCBfexng#optional-activities "Enable your agents and fulfillers to add additional activities as they go through a playbook.") * [Playbook activity state mapping](https://www.servicenow.com/docs/TxmkEZ31OOJd6i3fec3cRw "Use playbook activity state mapping to override the status of a playbook card.") **Related tasks** * [Add and configure a stage in a playbook](https://www.servicenow.com/docs/eGbgfOMGuzh4FN9SQEsjGA "Add and configure a stage in your playbook.") * [Add and configure an activity in a playbook](https://www.servicenow.com/docs/NbXwzuPJ~aGBcYZeOqq4Dw "Add and configure an activity in your playbook.") * [Use an AI skill as an activity](https://www.servicenow.com/docs/VDJSJlQFDQCJVIC43XokNw "Use an existing AI skill as an activity in your playbook to perform lightweight, focused AI tasks. When the playbook reaches the activity, the skill runs, produces structured outputs, and passes those outputs to subsequent activities.") * [Decision activities](https://www.servicenow.com/docs/QyHxbYwM6qhzqDzb~Wc9KQ "Create and define branches with different conditions for different paths between activities.") * [Decision stages](https://www.servicenow.com/docs/S4pK7SF48XPb4Tso9rn_vQ "Create and define branches with different conditions for different paths between stages.") * [Parallel branches](https://www.servicenow.com/docs/xmTen~VpUFkYSmESNMMUjg "Add branches for activities and stages that run in parallel to another branch of activities and stages.") * [Add dynamic inputs to an activity](https://www.servicenow.com/docs/63bEPdFvWFmUcskvj3zH5w "Configure your activity to show a certain set of fields based on the value of another input, such as a selected catalog item, selected decision table, or even a REST API response.") **Related reference** * [Start with delay input properties](https://www.servicenow.com/docs/0bU5ECLrTgx0LIrj6BCf~w "Specify a duration of time to wait before running an activity or a stage whose start rule and conditions have been met. Give users time to act during automated playbooks. Give users time to wait for a specific date and time to complete actions.") * [Questionnaire activity](https://www.servicenow.com/docs/Gm_0SxqbZGe5zYGiIJa0SQ "Collects inputs from a user during a playbook run to use later in the playbook.") *[\>]: and then