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to work for you
ServiceNow AI Agents act autonomously to get work done. They proactively solve problems and drive exponential productivity in IT, customer service, HR and every corner of your business.
Discover why ServiceNow was ranked #1 for the Building and Managing AI Agents use case in this in-depth report.
Only ServiceNow unites AI agents, data and workflows on a single, scalable platform.
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.
Unify third party AI agents and tools from any platform with ServiceNow AI Agent Fabric. Manage, monitor and optimise any AI from a central intelligent hub with ServiceNow AI Control Tower.
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.
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.
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 categorise incidents.
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.
A development tool within the ServiceNow AI Platform, AI Agent Studio lets you build and customise AI agents. You can easily create specialised AI agents, set guardrails and automate tasks using a natural language interface.
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.
An AI agent's role defines its purpose, objectives, behaviour and interaction with users. In the ServiceNow AI Platform, roles are set in natural language rather than code.
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 fulfil their roles.
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.
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).
AI agents use business data to fulfil their missions and deliver personalisation. The data can include knowledge articles, historical incidents and cases, CIs from the CMDB, and information from other systems accessed with Workflow Data Fabric.
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.
AI agents streamline incident management and request fulfilment while automating tasks across IT operations. They help IT teams deliver smarter, improved service.
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.
AI agents can help submit HR requests and resolve inquiries. They also simplify access to essential information like policies, benefits and support services.
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.
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.
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.
reduction in time spent building forms and workflows
faster dispute resolution time
increase in the overall self-service rate
of work hours saved on documentation tasks
ticket deflection rate across all departments
See ServiceNow AI Agents in action. Hear from our experts and learn what's ahead.
Learn how you can elevate the productivity and potential of your people with AI.
Discover how ServiceNow covers both traditional, rule-based automation and agentic AI.
Connect and automate all your workflows with the AI platform for business transformation that powers all ServiceNow products.
We're here to provide all the information and resources you need to support your AI journey.
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Find a ServiceNow partner that has proven expertise to meet your business needs.
Learn how to use our products, find answers to your technical questions and explore products by release.
Connect, share, learn and collaborate with over 650,000 like-minded individuals in the ServiceNow user community.
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.
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.
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.
Building AI agents involves these key steps:
- Define the AI agent's role, goals and success metrics.
- Select a large language model (LLM) and an orchestration framework to manage its logic and workflows.
- 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.
- Test the AI agent rigorously for safety and reliability. Then deploy your agent.
- 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.
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.
Find out how you can put AI agents to work in every corner of your business.