--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Explore # Explore AI agents {#ariaid-title1} Release version: Zurich Updated July 21, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Explore AI agents AI agents within the ServiceNow AI Platform are virtual assistants that perform tasks using natural language, enhancing live agent productivity by automating responses and complex problem solving. These agents analyze data, retrieve information from knowledge bases and enterprise systems, execute automated actions, and collaborate with each other to resolve issues effectively. Show full answer Show less An example scenario involves multiple AI agents working together to reset a password by understanding the request, verifying account details, conducting security checks, and completing the reset with notifications. ## Agentic AI Framework The AI Agent Studio is a unified environment for creating, managing, and testing AI agents and agentic workflows. These workflows are smart, context-aware, autonomous processes where specialized AI agents collaborate to accomplish complex goals. They are adaptive, intelligent, and operate independently without constant human intervention. The AI Agent Orchestrator centrally manages and coordinates agents to ensure effective collaboration during workflow execution. ## Key Components and Tools * **AI Agents:** Contain large language model instructions and tools to perform tasks. * **Agentic Workflows:** Define problems and contexts for AI agents to address collaboratively. * **Guided Setup:** Helps configure AI agent triggers, data sources, and display locations tailored to business needs. * **ServiceNow Otto Panel:** User interface providing quick access to AI agent capabilities like summarizing records, content creation, and alert analysis. * **Tools:** Extend AI agents' abilities, enabling functionalities such as web searches, record operations, and flow execution. ## Practical Use and Deployment To implement AI agents effectively: * Create agentic workflows to specify the tasks and context for AI agents. * Develop AI agents equipped with appropriate tools to execute those tasks. * Test workflows and agents iteratively to ensure proper performance. * Deploy AI agents across the organization to enhance productivity. During runtime, triggers in interfaces initiate agentic workflows, where the AI Agent Orchestrator coordinates agents to complete tasks, with results displayed in the ServiceNow Otto panel. Learn how AI agents enhance live agent productivity by mimicking human-like intelligence to manage tasks ranging from automated responses to complex problem solving. ## AI agents overview {#exploring-ai-agents__section_lkq_lmc_fdc} AI agents are virtual agents within the ServiceNow AI Platform ecosystem. They can perform specific tasks and functions, often using natural language instead of traditional code. AI agents can perform the following tasks: * Analyze data. * Retrieve information from knowledge bases and enterprise systems. * Execute automated actions. * Collaborate with other agents to resolve issues or accomplish requests. {#exploring-ai-agents__ul_oks_rmc_fdc} Example: Imagine you need to reset your password. Multiple AI agents might be involved: 1. One agent understands the request. 2. Another verifies your account details. 3. A third agent conducts a security check. 4. A fourth agent resets the password and notifies you. {#exploring-ai-agents__ol_zqm_flf_bhc} ## Agentic AI framework {#exploring-ai-agents__section_u3t_khm_bhc} [AI Agent Studio overview](https://www.servicenow.com/docs/CeCaYo9JFEvioZhrvXFbbA "Create, manage, or test AI agents and agentic workflows so that you can create self-executing workflows to help you achieve your business goals.") : The AI Agent Studio enables you to create, manage, and test AI agents and agentic workflows in a unified environment. [agentic system](https://www.servicenow.com/docs/Q1cj4m990LHARLey1YwImg#gloss-agentic-system) : The ServiceNow AI Platform's agentic system uses AI agents, orchestrated by an Orchestrator, to execute Agentic workflows. [AI agents](https://www.servicenow.com/docs/Q1cj4m990LHARLey1YwImg#gloss-ai-agent) : On the ServiceNow AI Platform agentic system, an AI agent contains a set of large language model (LLM) instructions with the tools to accomplish tasks. [agentic workflow](https://www.servicenow.com/docs/Q1cj4m990LHARLey1YwImg#gloss-agentic-workflow) : Agentic workflows are smart, context-aware, automated processes designed and executed by AI agents. They represent dynamic, human-like processes where specialized AI agents collaborate to accomplish complex goals. Here are a few key characteristics of Agentic workflows: * Autonomous: Operate independently without constant human intervention. * Adaptive: Adjust to changing situations and business needs. * Collaborative: Work together to complete complex tasks. * Intelligent: Use large language models and business data to make informed decisions. {#exploring-ai-agents__ul_ydj_wtm_bhc} [orchestrator](https://www.servicenow.com/docs/Q1cj4m990LHARLey1YwImg#gloss-orchestrator) : The AI agent Orchestrator is a central management system that coordinates AI agents to ensure they collaborate effectively to complete complex workflows.For more information, see [Understand AI agents](https://www.servicenow.com/docs/vgbPPr6ivV08V80SW9zpGQ "The Now Assist AI agents application is designed to securely leverage 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 ensure that they stay focused on achieving their objectives."). Guided Setup : The guided setup process in the helps you configure your AI Agent triggers, data sources, and display locations based on your specific business needs. [ServiceNow Otto panel](https://www.servicenow.com/docs/Q1cj4m990LHARLey1YwImg#gloss-now-assist-panel) : The ServiceNow Otto panel is a user-facing interface, commonly accessed through the context menu or chat interfaces. It provides quick access to agents' capabilities and enhances productivity by summarizing records, creating content, and analyzing alerts. Tools : Tools equip your AI agents with the necessary capabilities to complete their tasks. Adding a tool to an AI agent enables various functionalities and helps the AI agents achieve their objectives. ## How to put AI agents to work {#exploring-ai-agents__section_v2q_qg1_m2c} AI agents can use a variety of tools, such as web searches, record operations, and flows, to work on agentic workflows that you define. Navigate to AllAI Agent StudioOverviewGet an overview of what to expect and select View steps to see how you can successfully put your AI agents to work. 1. Create an agentic workflow: agentic workflows define the problem and situation that you want your AI agents to work on. Without an agentic workflow, your agents don't know when or what to work on. 2. Create AI agents: AI agents use tools to execute tasks. Consider the tasks needed to solve the agentic workflow you created. Create one or more agents to execute those tasks. 3. Test the agentic workflow: See how your AI agents perform. Make adjustments to either the agentic workflow or AI agents. Test until everything's working the way you want. 4. Deploy: Put your AI agents to work across your organization. ## AI agents configuration and execution {#exploring-ai-agents__section_xnc_lrr_bhc} AI Agent Studio lets you configure two agentic AI solutions: AI agents and agentic workflows. By using Guided Setup in AI Agent Studio, you create AI agents and workflows, add tools or define triggers, and define the availability or display location. After they're created, you can duplicate, modify, and test them in AI Agent Studio. In run time, triggers in the primary and secondary interfaces cause agentic workflow execution, where one or more AI agents execute the plan with the help of the AI agent Orchestrator to accomplish the task. After agentic workflow execution, the output appears in the ServiceNow Otto panel. To learn more about an AI agent Orchestrator is, see the [Understand AI agents](https://www.servicenow.com/docs/vgbPPr6ivV08V80SW9zpGQ "The Now Assist AI agents application is designed to securely leverage 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 ensure that they stay focused on achieving their objectives."). *[\>]: and then