Intelligent Automation: ServiceNow’s New AI Agents

Welcome to the new era of collaboration between humans and artificial intelligence (AI), where AI agents are more than just tools; they act as autonomous programs that interact with the environment, make decisions and perform tasks under human supervision. These agents represent the next stage in intelligent, transformative experiences.

According to a study by the Capgemini Research Institute, 71% of executives believe AI agents will increase automation in their workflows. This is the technology’s biggest difference: its application in workflows. These agents collaborate with each other, based on human knowledge, to deliver an efficient orchestration of end-to-end processes, across different systems and domains.

To keep up with this evolution, ServiceNow has launched breakthrough innovations in AI agents, designed to boost productivity, accelerate return on investment and ensure AI is accessible to everyone, with full control and governance.

ServiceNow AI Agent Innovations

With thousands of ready-to-use AI agents spanning IT, customer service, HR and multiple industries, ServiceNow has also introduced AI Agent Studio, a tool for building custom agents for any need. Furthermore, the AI Agent Orchestrator allows teams of agents to work together, with integrated governance and analytics.

All of this is available on ServiceNow’s powerful AI platform, consolidating a complete ecosystem for business transformation.

How Do ServiceNow AI Agents Work?

ServiceNow AI agents use Large Language Models (LLMs), advanced machine learning systems that understand and generate natural language. This technology allows agents to decompose objectives into specific tasks and solve them efficiently.

Key features of ServiceNow AI agents:

• Memory and Context: They deliver personalized and relevant solutions.
• Collaboration between Agents: AI Agent Orchestrator ensures multiple agents work together to execute complex workflows.
• Continuous Evolution: They learn and adapt their actions over time, improving decision-making and performance.

Launched in September 2024, these AI agents go far beyond traditional chatbots. They were designed to reason, act autonomously and dynamically interpret the needs of companies, providing quick and intelligent results in any process.

Benefits for Your Company

Many organizations face challenges with AI implementation due to fragmented approaches. In this scenario, ServiceNow AI agents stand out for being native on the ServiceNow platform, seamlessly integrating with company data, workflows and automations. This means that, from day one, agents already understand the dynamics of the organization and are ready to act.

With AI Agent Studio, customers can intuitively create, customize, monitor, and manage AI agents, ensuring they meet specific use cases with governance and security.

Practical Use Cases

ServiceNow AI agents can transform multiple areas of the business:

• TEN: Diagnose server problems, propose resolution plans for approval, execute solutions and update stakeholders automatically.
• Customer service: Verify order information, policies, and eligibility for returns and refunds, as well as respond to queries and initiate complex workflows.
• HR: Guide new employees through the onboarding process, answer questions in real time and check requests according to internal policies, automatically approving or denying.

These are just a few examples of how AI agents can simplify processes and increase efficiency.

Continuous Innovation in AI

ServiceNow is already reaping the benefits of this technology internally, increasing productivity by 20% and freeing up more than 3 million hours of capacity since implementation. And that’s just the beginning.

Recently, ServiceNow acquired the company Cuein, specializing in analyzing interactions between employees and customers, to further improve its AI solutions. This technology will enable AI agents to better serve customers, increase autonomous problem resolution, and improve the overall experience.

Availability and Next Steps

ServiceNow AI agents, including AI Agent Orchestrator etc AI Agent Studio, will be available from March, at no additional cost for customers with Pro Plus and Enterprise Plus plans.

We are ready to help your organization harness the full potential of AI agents. Discover how ServiceNow can transform your processes and drive a new era of productivity.

Get in touch with Artycs and learn more about how to implement AI agents in your company!