Meet your new ServiceNow AI Agents

Businesses across industries are talking about AI agents, but few leaders are doing something about them. At ServiceNow, we’re delivering them—and changing the world of work as we know it.

Autonomous AI agents have the power to unlock game-changing productivity, especially when they’re seamlessly connected to every part of the business. That’s where the ServiceNow Platform excels. It brings together AI, data, and workflows to drive actions and results.

That’s why I’m excited about today’s launch of the ServiceNow Platform Yokohama release, which adds to thousands of preconfigured AI agents—by ServiceNow, our partners, and our community.

AI agents for business

I’d like to introduce you to a small sampling of these new ServiceNow AI Agents that are available across IT, customer relationship management (CRM), HR, industries, and data and analytics. Each of the following comprises a set of large language model (LLM) instructions and one or more AI agents to execute an objective across a range of workflows:

• Security operations (SecOps) expert AI agents transform SecOps by streamlining the entire incident life cycle, eliminating repetitive tasks and empowering SecOps teams to focus on stopping threats faster than ever before.
• Autonomous change management AI agents act as a seasoned change manager, instantly generating custom implementation, test, and backout plans by analysing impact, historical data, and similar changes—ensuring seamless execution with minimal risk.
• Proactive network test and repair AI agents serve as an AI-powered troubleshooter that automatically detects, diagnoses, and resolves network issues before they affect performance.
• Operational technology (OT) knowledge generation AI agents automatically create a knowledge base article with relevant contextual information upon resolution of an incident.
• ITSM incident categorisation AI agents identify the category and subcategory of an IT service management incident, as well as the potential configuration item (CI) affected, based on known assets assigned to the caller to improve diagnosis and routing.
• Post-incident review generation AI agents produce a full post-incident review, including executive summary, impact, and action items, from major incident details and child records.

These are just some of the many new agentic developments available in the Yokohama release, and we continue to unveil more. Working behind the scenes, AI agents take action according to your organisation's needs and policies to drive exponential productivity across every corner of your business.

Customise AI agents to your needs

Out-of-the-box AI agents are ready to deploy to solve critical challenges, but sometimes businesses need unique solutions.

We’re all about choice, which is why we built AI Agent Studio. It empowers you to build, integrate, and customise AI agents of your own using natural language prompts—no code. Simply describe the role of the AI agent(s), the outcome you want to achieve, and any processes you want it to adhere to. Then AI Agent Studio will create your team of AI agents.

A team of AI agents in action

The real business value comes in orchestrating a team of AI agents to carry out a series of tasks. Launching a workflow sets AI Agent Orchestrator into action. It plans, reasons, and calls on the various AI agents deployed in your environment to work together in harmony to achieve the specific goal. They communicate effortlessly with one another and with external AI agents to solve problems end to end.

Let me give you an example. In a large retail bank, AI agents detect a spike in error logs from the core banking server when branch desktops attempted to open accounts. AI agents confirm the error rate met the incident threshold and raise a high-priority ticket.

This incident triggers additional AI agents to analyse systems involved in opening accounts, identify the problem, and recommend a resolution.

This is all possible with AI Agent Orchestrator, which connects AI agents, uses them for specialised tasks, and strings them together across systems and departments to solve complex problems. The ServiceNow Platform serves as the AI control tower, giving customers unparalleled visibility, command, and governance over their AI ecosystem.

That’s the power of the AI platform for business transformation: connected AI, data, and workflows to drive real, tangible business outcomes. By autonomously taking action and proactively solving challenges in every corner of the enterprise, AI agents free people to focus on what truly moves business forward—while you stay in control.

Find out more about how ServiceNow can help you put AI Agents to work.