Unlock exponential productivity with ServiceNow AI Agent solutions
Welcome to the era of human and AI collaboration, where AI agents are able to engage in a dynamic and self-reflective process. Unsure what AI agents are? They’re the next evolution of great experiences—autonomous programmes that interact with their environment to gather data, make decisions, and complete tasks, with human oversight.
Nearly three-quarters (71%) of executives believe AI agents will help them increase automation in their workflows, according to the Capgemini Research Institute. That’s the sweet spot of this technology: workflows. AI agents are able to collaborate with each other, grounded in human knowledge, to deliver seamless, end-to-end workflow orchestration across systems and domains.
Today, I’m excited to announce a series of AI agent innovations from ServiceNow—all designed to help customers unlock exponential productivity, accelerate time to value, and put AI agents to work for everyone whilst staying in control.
With thousands of new prebuilt ServiceNow® AI Agents across IT, customer service, HR, and top industries, plus a new AI Agent Studio to build custom agents for any domain, customers have access to a digital workforce ready to autonomously solve their most complex business challenges. And our new AI Agent Orchestrator can direct teams of AI agents to work together, with governance and analytics built in.
All these powerful capabilities are available within the single ServiceNow AI platform for business transformation.
How AI agents work
AI agents rely on large language models (LLMs)—advanced machine learning systems that process and generate natural language. These LLMs empower AI agents to understand objectives, decompose them into tasks, and solve those tasks efficiently.
With their ability to retain memory and context, ServiceNow AI Agents deliver more personalised and relevant solutions, whilst AI Agent Orchestrator ensures seamless collaboration between multiple agents to tackle complex workflows. The technology continuously learns and adapts, improving decision-making and performance over time.
ServiceNow AI Agents, introduced in September 2024, aren’t just better chatbots. They’re designed to reason, adapt, and act autonomously, dynamically interpreting needs and executing optimal actions to help ensure fast, smart results across every business process. They rely on three key components:
- Data: ServiceNow Workflow Data Fabric spans the entire enterprise with zero latency to ground AI Agents in an organisation’s unique context so that they can analyse complex situations.
- Agentic intelligence: Platform AI capabilities come together to generate strategic insights that power AI agent reasoning, planning, learning, and orchestration to help achieve enterprise-wide goals.
- Workflows: Out-of-the-box and custom AI agents use platform automations as tools to autonomously build dynamic workflows that solve business challenges as they learn and adapt, multiplying the benefits with each iteration in alignment with business goals.
Built for and into your business
Many organisations aren’t achieving the results they expected from AI because they’re approaching it in a siloed fashion. Adding AI agents to that mix has the potential to increase complexity, making it difficult to truly realise end-to-end transformation.
ServiceNow is different. Unlike point solutions or bolt-on features built on fragmented, legacy architectures, ServiceNow AI Agents are uniquely built into the ServiceNow platform. That means they have access to the billions of pieces of information and millions of automations customers have in their ServiceNow instances.
Natively operating with an organisation’s data, workflows, and integrations, ServiceNow AI Agents quickly become experts on company knowledge and can apply that knowledge from day 1 for immediate, effective actions across the enterprise.
AI Agent Studio provides a central location to manage the AI agent lifecycle. With the studio, customers can design, customise, monitor, and manage ServiceNow AI Agents. AI Agent Studio offers a conversational, consumer-grade interface that guides users through creating, testing, and activating ServiceNow AI Agents for custom use cases in any corner of the business—with appropriate guardrails and governance.
AI agent use cases
In IT, ServiceNow AI Agents can be put to work to diagnose a server issue, create a resolution plan for live agent approval, execute the solution, and verify the result—all whilst automatically updating stakeholders.
In customer service, AI agents can pull order information, policies, and customer information from different systems to confirm if an item is eligible for a return and refund. They can also respond to customer inquiries, initiate workflows and, with manager approval, complete complex resolutions.
In HR, AI agents can guide new hires through onboarding, autonomously provide real-time answers to employee questions, and autonomously approve or deny requests after checking them against company policies—notifying the employee and manager as needed.
These are only a few of the hundreds of examples of what AI agents can do to streamline work.
Continued AI innovations
Using ServiceNow AI Agents internally to automate simple requests is already making our people 20% more productive and has created more than 3 million hours in capacity since implementation. And we’re only at the beginning of the Agentic AI movement.
We plan to continue to expand our functionality to address the most challenging applications. Towards that end, we recently announced our acquisition of conversation data analysis company Cuein to accelerate our Agentic AI roadmap.
The company’s technology analyses employee and customer interactions, enabling AI agents to serve customers more effectively and increase deflections from live support agents. The technology also automatically calculates an implied customer satisfaction score, which will help us analyse ServiceNow AI Agent behavior and impact.
Thousands of ServiceNow AI Agents across every line of business, AI Agent Orchestrator, and AI Agent Studio will be available on the Now Platform® in March at no additional cost for existing Pro Plus and Enterprise Plus plans. Buckle up. This is going to be an exciting ride.
Find out more about how ServiceNow helps organisations put AI agents to work.