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 function as autonomous programs that interact with the environment, make decisions, and perform tasks under human supervision. These agents represent the next stage in intelligent and transformative experiences.

According to a study by the Capgemini Research Institute, 71% of executives believe that AI agents will increase automation in their workflows. This is the key differentiator of the technology: its application in workflows. These agents collaborate with each other, leveraging human knowledge, to deliver efficient end-to-end process orchestration across multiple systems and domains.

To keep up with this evolution, ServiceNow has introduced revolutionary innovations in AI agents, designed to enhance productivity, accelerate return on investment, and ensure that AI is accessible to all, with full control and governance.

Innovations in ServiceNow AI Agents

With thousands of ready-to-use AI agents covering IT, customer service, HR, and various other sectors, ServiceNow has also launched the AI Agent Studio, a tool for building custom agents tailored to any need. In addition, 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, forming a complete ecosystem for business transformation.

How ServiceNow AI Agents Work

ServiceNow’s AI agents utilize Large Language Models (LLMs), advanced machine learning systems that understand and generate natural language. This technology enables the agents to break down objectives into specific tasks and solve them efficiently.

Key Features of ServiceNow AI Agents:

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

Launched in September 2024, these AI agents go far beyond traditional chatbots. They are designed to reason, act autonomously, and dynamically interpret business needs, delivering fast and intelligent outcomes for any process.

Benefits for Your Business

Many organizations face challenges with AI implementation due to fragmented approaches. In this scenario, ServiceNow’s AI agents stand out for being natively integrated into the ServiceNow platform, seamlessly connecting with the company’s data, workflows, and automation systems. This means that from day one, the agents understand the organization’s dynamics and are ready to take action.

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

Practical Use Cases

ServiceNow AI agents can transform several areas within an organization:

• IT: Diagnose server issues, propose resolution plans for approval, execute solutions, and automatically update stakeholders.
• Customer Service: Check order information, policies, and eligibility for returns and refunds, as well as respond to inquiries and initiate complex workflows.
• HR: Guide new employees through the onboarding process, answer real-time questions, and verify requests according to internal policies, approving or denying them automatically.

These are just a few examples of how AI agents can streamline processes and enhance efficiency.

Continuous Innovation in AI

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

Recently, ServiceNow acquired Cuein, a company specializing in analyzing employee and customer interactions, to further enhance 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’s AI agents, including the AI Agent Orchestrator and AI Agent Studio, will be available starting in 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.

Contact Artycs today to learn more about implementing AI agents in your organization!