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ANALYST REPORT 2025 Gartner® Critical Capabilities for Enterprise Low-Code Applications Discover why ServiceNow was ranked #1 for the Building and Managing AI Agents use case in this in-depth report. Get Gartner Report
Discover the power of AI agents that are built-in, not bolted on Only ServiceNow unites AI agents, data, and workflows on a single, scalable platform. Unlock productivity at scale Deploy out-of-the-box AI agents easily or build your own using natural language in AI Agent Studio. Accelerate outcomes and empower your people to focus on what they do best. See AI Experience Launch Connect and control any AI agent Unify third-party AI agents and tools from any platform with ServiceNow AI Agent Fabric. Manage, monitor, and optimize any AI from a central intelligent hub with ServiceNow AI Control Tower. Explore AI Control Tower Redefine what you can do with AI AI Experience by ServiceNow is your UI for Enterprise AI. It anticipates needs and takes action. With AI Experience, AI agents are always available wherever work happens—via text, voice, web, and more. Explore AI Experience Go beyond “better chatbots” The AI Agent Orchestrator guides teams of AI agents to collaborate as a skilled digital workforce that together can achieve results no single AI agent can do on its own. Watch Demos
How ServiceNow AI Agents work Agentic workflows Agentic workflows represent the overall business objective you’re trying to achieve. Think of them as the reason why you’re deploying a team of AI agents. For example, you might want your AI agents to triage cases or categorize incidents. Video CTA AI Agent Orchestrator The AI Agent Orchestrator coordinates collaboration among teams of AI agents to successfully achieve specific goals. AI agent teams deliver better results than single AI agents, handling simple to complex workflows. Video CTA AI Agent Studio A development tool within the ServiceNow AI Platform, AI Agent Studio lets you build and customize AI agents. You can easily create specialized AI agents, set guardrails, and automate tasks using a natural language interface. Video CTA ServiceNow AI Control Tower AI Control Tower works with any AI, whether internally built or third-party sourced. It’s the central intelligent hub where you can connect your AI strategy, governance, and management across the enterprise. Video CTA Roles An AI agent’s role defines its purpose, objectives, behavior, and interaction with users. In the ServiceNow AI Platform, roles are set in natural language rather than code. Video CTA Tools They are the technologies and resources that AI agents use to perform tasks and achieve use cases. AI agents use tools like flow actions, subflows, scripts, and skills to execute tasks and fulfill their roles. Video CTA AI Experience With AI Experience by ServiceNow, AI agents meet you where you are, whether that’s through the Now Assist panel, context menu, Virtual Agent, or any other channel. Video CTA AI Agent Fabric Embedded within the AI Agent Fabric, Agent2Agent (A2A) protocol enables communication among ServiceNow and third-party AI agents. AI agents get context from external tools, data, and systems through the Model Context Protocol (MCP). Video CTA Data AI agents use business data to fulfill their missions and deliver personalization. The data can include knowledge articles, historical incidents and cases, CIs from the CMDB, and information from other systems accessed with Workflow Data Fabric. Video CTA
One platform, ready for anything AI agents are only as powerful as the platform they're built into. The ServiceNow AI Platform puts AI agents to work for use cases in IT, HR, CRM, and every corner of your business. Explore AI Use Cases
IT
IT AI agents streamline incident management and request fulfillment while automating tasks across IT operations. They help IT teams deliver smarter, improved service. Watch Demo (2:01) Explore IT Solutions
Risk and Security
Risk and security AI agents assist in managing and remediating risk incidents by automating key processes. They can also track system health and identify potential vulnerabilities to help mitigate risks. Schedule Demo Improve Security
Human Resources
Human resources AI agents can help submit HR requests and resolve inquiries. They also simplify access to essential information like policies, benefits, and support services. Schedule Demo Reimagine HR Services
CRM
Customer relationship management (CRM) AI agents can simplify your CRM by handling routine customer requests and automating complex processes. From issue resolution to large-scale coordination, they help deliver faster, more efficient support. Watch Video (2:03) Learn More
App Development
App development AI agents help accelerate and simplify application development by assisting with script, playbook, and code creation. They can also audit and manage knowledge bases to support faster releases, better collaboration, and fewer errors across environments. Schedule Demo Create Smarter Apps
Finance and Supply Chain
Finance and supply chain AI agents can help you enhance operations by automating tasks and providing real-time insights. They can also help teams reduce manual effort, improve accuracy, and unlock savings across key processes. Schedule Demo Learn More
Customers innovate with ServiceNow AI See All Stories 40% reduction in time spent building forms and workflows Video CTA Learn More 30% faster dispute resolution time Video CTA Learn More 87% increase in the overall self-service rate Video CTA Watch Video (2:18) Learn More 1 month of work hours saved on documentation tasks Video CTA Learn More 80% ticket deflection rate across all departments Video CTA Watch Video (2:24) Learn More
Resources for you See All Resources Video Experience real AI agents See ServiceNow AI Agents in action. Hear from our experts and learn what’s ahead. Video CTA Watch Webcast Infographics AI at ServiceNow Learn how you can elevate the productivity and potential of your people with AI. Video CTA See Infographic Solution Brief ServiceNow AI Agents Overview Discover how ServiceNow covers both traditional, rule-based automation and agentic AI.  Video CTA Download Brief Overview Page ServiceNow AI Platform Connect and automate all your workflows with the AI platform for business transformation that powers all ServiceNow products. Video CTA Learn More
Find the extras that make it a win We’re here to provide all the information and resources you need to support your AI journey. Training and certification Turn knowledge into measurable outcomes when you train with us. Boost your career with a globally recognized ServiceNow certification. Partners Find a ServiceNow partner that has proven expertise to meet your business needs. Product documentation Learn how to use our products, find answers to your technical questions, and explore products by release. Community Connect, share, learn, and collaborate with over 650,000 like-minded individuals in the ServiceNow user community.
Frequently asked questions Expand All Collapse All What is an AI agent?

An AI agent can make decisions, take actions, and interact with their environment without continuous human intervention. They adapt to new information, learn over time, and manage a wide range of tasks that go beyond traditional automation. 

ServiceNow AI Agents, powered by the ServiceNow AI Platform, automate workflows, streamline operations, and adapt to diverse business needs across IT, HR, CRM, and more. They work together as teams guided by the AI Agent Orchestrator, accelerating outcomes and empowering people with a limitless, skilled digital workforce.
How do AI agents work? 
AI agents begin by defining goals and planning tasks within an agentic workflow, which represents the overall business problem they’re meant to solve. Then they gather relevant data from various sources and use it to reason and make decisions. Once they have a plan, AI agents use tools such as scripts, flows, and generative AI skills to execute tasks. AI agents monitor results, incorporate feedback, and adapt their approach. This continuous learning and improvement allows AI agents to refine their performance over time and handle complex tasks more effectively. 
What are the types of AI agents? 
There are several kinds of AI agents, and two of the fastest growing categories are voice agents and web agents. Voice agents deliver faster resolution and a better experience by handling requests with fluent, human-like conversations. You can speak with them naturally, and voice agents will collaborate in real time to retrieve information and solve problems through conversation, not clicks. Web agents automate work by interacting with web interfaces like a human does in the browser. They unlock automation for hard-to-reach third-party apps without APIs, remove integration overhead, and orchestrate workflows across fragmented systems. 
How are AI agents built? 

Building AI agents involves these key steps:

  1. Define the AI agent's role, goals, and success metrics.  
  2. Select a large language model (LLM) and an orchestration framework to manage its logic and workflows.  
  3. Equip your agent with tools by integrating APIs for actions and knowledge bases. With ServiceNow AI Agent Fabric, you can also use Model Context Protocol (MCP) to connect your agent to external tools and resources. Additionally, retrieval augmented generation (RAG) can help you create contextual understanding.
  4. Test the AI agent rigorously for safety and reliability. Then deploy your agent.
  5. Monitor its performance, gather feedback, and continuously iterate to enhance the agent’s skills and business impact.  

This structured approach will help you develop effective AI agents.
How can I get ServiceNow AI Agents?
ServiceNow AI Agents are embedded in the ServiceNow AI Platform so they are business-ready from day one. AI agents collaborate across every department, making use of your existing workflows and data to solve complex business problems. You can build custom AI agents using natural language in AI Agent Studio or deploy thousands of prebuilt AI agents, all secured and governed by ServiceNow AI Control Tower. 
Talk to our AI experts Find out how you can put AI agents to work in every corner of your business. Get Started
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