Agentic AI

From conversation to execution

Move beyond chatbots. Let AI plan, act, and deliver work across your enterprise.

Agentic AI on ServiceNow turns intent into action. It combines reasoning models with the power of the Now Platform to plan multi-step workflows, call skills and flows, request approvals, and close the loop autonomously. Governed by the AI Agent Orchestrator and fueled by the Workflow Data Fabric, it’s AI you can trust to execute, securely, consistently, and at scale.

Beyond chat: AI that actually does the work

Most AI stops at conversation. Agentic AI goes further, it completes the task. ServiceNow AI Agents reason, plan, and act using pre-built skills, flows, and playbooks across IT, HR, customer service, and operations. Guided by the AI Agent Orchestrator, they execute multi-step actions, from diagnosing incidents to processing approvals, all with full visibility and auditability. The result: faster resolutions, fewer handoffs, and measurable productivity gains across every department.

From intent to impact, AI Agents that think, act, and deliver outcomes autonomously.

Governed intelligence, built for enterprise scale

ServiceNow Agentic AI combines autonomy with control. Every AI Agent operates under enterprise-grade governance, leveraging the AI Agent Orchestrator, Now Assist Guardian, and the Workflow Data Fabric to ensure actions are transparent, compliant, and secure. Leaders gain full oversight through audit trails and approvals, so automation happens with confidence, not risk.

AI that plans, predicts, and performs

Agentic AI continuously improves how work gets done. It learns from outcomes, refines decision paths, and adapts to changing business contexts, whether to predict the next best action or orchestrating multiple agents to solve complex issues. With each cycle, productivity rises, resolutions accelerate, and employees spend more time on high-value work instead of routine tasks.

MULTIPLY NOW

The power of Agentic AI

Enterprise-wide productivity gains

ServiceNow AI Agents transform how work gets done. From HR to Finance to Development, they execute tasks, coordinate systems, and surface insights, cutting manual steps by 40-60%.

Faster, smarter resolution everywhere

AI-driven workflows cut mean-time-to-resolution by 33 % and reduced escalations to experts by 18 %, improving both employee and customer experience.

Experiences that scale with intelligence

By handling up to 76 % of IT support and 72 % of customer service requests almost autonomously, Agentic AI improves responsiveness and consistency across every interaction, from employees to customers.

FAQs

How do we keep humans in control with ServiceNow Agentic AI (AI Agents)?

Set confidence thresholds, role-based policies, and approval gates; start assistive, move to supervised autonomy, then automate “known-good” fixes as guardrails and evidence mature.

How is ServiceNow Agentic AI (AI Agents) different from a chatbot (Virtual Agent)?

Chatbots converse and hand off; AI Agents decide and do. They call skills/flows, fetch evidence, request approvals, and post results back to the record—closing the loop. (Virtual Agent remains the conversational interface.)

What is ServiceNow Agentic AI (AI Agents) and how does it work?

ServiceNow AI Agents are autonomous “digital teammates” that use reasoning plus the Now Platform to plan and execute multi-step tasks inside governed workflows across IT, CSM, HR, and more. They proactively solve problems and drive outcomes—not just conversations.

What kinds of tasks can ServiceNow AI Agents perform out of the box?

Examples include incident categorization, diagnostics, restarts, change submissions, post-incident review generation, and status updates—powered by skills tied to Flow Designer and IntegrationHub.

Where does the data live in ServiceNow Agentic AI (AI Agents) —and can agents use third-party data securely?

Agents operate next to your ServiceNow records, knowledge, and SLAs. For third-party data, Zero Copy Connectors provide secure, real-time access without copying—so governance and lineage remain intact.

Which KPIs show ServiceNow Agentic AI is working?

Track automated-step ratio, MTTR, deflection, FCR, approval cycle time, and agent time saved per resolution; watch before/after deltas on targeted use cases.