ServiceNow AI Agents: What They Are, How Do They Work, What Do They Do?

ServiceNow AI Agents are autonomous systems that gather data, make independent decisions, and execute tasks based on their contextual and human-like intelligence to achieve predefined business goals. They adapt to new information, learn over time, and handle tasks ranging from simple automation to critical problem-solving.

With over 96% of enterprises planning to expand their use of AI agents in the next 12 months (Source: Cloudera), accessing a robust range of AI agents backed by the trust of ServiceNow offers a strategic advantage for enhancing your organization’s operational efficiency.

In this blog, we will explore how these ServiceNow AI agents work, what they do, and share insights from the recent ServiceNow Knowledge’25 event. So, let’s get started!

What do ServiceNow AI Agents do?

Built on the ServiceNow AI Platform, these agents automate workflows and streamline operations across IT, HR, CRM, and other business functions. Key Capabilities of these agents:

Autonomous Decision-Making

Agents can take action on your behalf, as they have access to all the crucial organizational data that helps them build good contextual understanding and make smart decisions independently.

Cross-System Integration

Third-party AI agents can be easily deployed and monitored, which work across multiple systems. They can all be managed centrally with the ServiceNow AI Platform acting as an AI Control Tower.

Seamless Workflow Automation

Built into the world’s leading workflow automation platform, these AI agents can be embedded directly into business processes to enhance efficiency.

ServiceNow Agentic AI Glossary

Here are some of the important terminologies and frameworks that one needs to be aware of to understand the functioning of these agents:

ServiceNow AI Agent Studio

AI Agent Studio enables users to create, manage, and test AI agents and agentic workflows in a unified environment (channels). The platform provides built-in governance, analytics, and text-to-action capabilities, ensuring productivity while aligning with organizational objectives.

ServiceNow AI Agent Fabric

The AI Fabric is ServiceNow’s framework that enables seamless integration of third-party AI models into the platform. It combines the strengths of specialized AI tools to handle end-to-end processes without manual intervention. Along with providing a centralized control mechanism with the ServiceNow AI Platform.

ServiceNow AI Agent Orchestrator

The AI Orchestrator is the intelligence layer that coordinates multiple AI agents to work together effectively. It manages the “handoff,” i.e,. Transferring a task, conversation, or user interaction from one agent to another. This ensures that the user’s needs are met effectively, and even escalates the tasks to human agents when their oversight is required.

How do ServiceNow AI Agents Work?

Step 1. Setting Rules

Users can define the role and behavior of AI agents using natural language with no coding required. These agents operate within customizable guardrails, ensuring they perform only approved actions. Users can also set rules for human oversight, maintaining control over automated decisions.

Step 2. Data Processing

AI agents leverage data from multiple sources, including ServiceNow knowledge articles, platform data, and integrated external systems (via Integration Hub). This data is processed to inform decisions, generate insights, and execute tasks accurately with precision.

Step 3. Tool Utilization

To execute tasks efficiently, AI agents can employ tools such as:

• Flow actions (automated workflows)
• Subflows
• Scripts

This ensures operational consistency and reduces manual effort.

Step 4. Collaboration Between Agents

While multiple AI agents working together could risk chaos, ServiceNow’s AI Orchestrator coordinates them seamlessly. It aligns their efforts to achieve common goals without overlap or conflict. Additionally, Agent Fabric enables integration with third-party AI agents, extending functionality while maintaining harmony.

Categories of ServiceNow Agents

Below are the capabilities of AI agents for different arenas of operations:

AI Agents for IT Operations

These AI agents automate and improve IT support tasks. They do this by:

• Quickly categorizing and routing technical issues to the right teams.
• Resolving common problems automatically and suggesting solutions based on past incidents.

Moreover, they also help plan and test system changes safely by analyzing historical data.

AI Agents for Risk and Security Management

Agents help identify and manage security threats. They can track vulnerabilities, prioritize risks, assist in investigating incidents, and recommend actions to protect systems. For example, they can detect new cybersecurity threats, automate responses, and ensure compliance with security policies.

AI Agents for Human Resources

To simplify HR processes, the agents can handle multiple employee requests. They can assist in providing information on benefits, submit time-off requests, and check leave balances. They can also guide employees through policies and connect them to the right support teams. Additionally, they can compile payroll information and benefits details into clear summaries for employee references.

AI Agents for Customer Service

These agents can streamline customer interactions by automating case management. The agents can:

• Categorize and prioritize support tickets
• Draft relevant responses
• Schedule follow-ups.

Especially for the sales teams, they can automate lead outreach and appointment scheduling. Further, they can also optimize field service by assigning the right technicians based on skills and real-time conditions.

AI Agents for App Development

These AI agents assist developers by:

• Generating Code Snippets
• Building Workflow Templates
• Creating App Frameworks.

They help maintain accurate documentation by updating knowledge articles and service catalogs automatically. This helps in reducing manual effort and speeds up software development.

AI Agents for Finance and Supply Chain

These agents automate financial and procurement/ sourcing tasks. They verify invoices, apply contract discounts, and ensure accurate payments. For supplier onboarding, they can collect and validate documentation. They also simplify employee procurement requests, such as ordering equipment, by reducing paperwork.

Insights from the ServiceNow Knowledge’25 Event

The event showcased groundbreaking AI agent capabilities transforming complex workflows into autonomous processes.

• ServiceNow’s experts demonstrated live demos that revealed AI agents autonomously handling billing disputes – instantly verifying charges, processing refunds, and notifying customers before human intervention.
  
• Notably, ServiceNow reported that 37% of their support cases are now fully AI-resolved, augmenting human teams by handling repetitive tasks while intelligently escalating complex issues.
  
• The AI-human collaboration model emerged as a central theme, with agents designed to work symbiotically with human agents, preparing cases and strategically involving live support when needed.
  
• The vision behind launching this suite of agents was to combine AI and emotional intelligence for better returns on investments.
  
  AI + EI = ROI (Artificial intelligence + emotional intelligence = high returns on investments)

These advancements demonstrated ServiceNow’s vision for AI that combines autonomous efficiency with human-centric design, delivering faster resolutions while maintaining critical personal touchpoints.

Conclusion

Having explored ServiceNow AI Agents, the tools that help automate tasks, improve productivity, and support better decision-making. If you are looking for prospects to implement these solutions, your time is now. Contact our experts today and leverage our ServiceNow consultancy services to seamlessly integrate AI agents into your operations.

Let’s transform your business with automation, efficiency, and innovation. Get in touch today!

AUTHOR

Shruti

ServiceNow, Sales Cloud

Shruti is a ServiceNow Consultant with 5+ years of experience across ServiceNow ITSM, AWS, Salesforce Loyalty Management, and managed services. She blends technical expertise with strategic insights to deliver transformative IT services and CRM solutions that enhance efficiency and customer satisfaction.