ServiceNow unveils new agentic AI innovations

ServiceNow, the AI platform for business transformation, has unveiled a series of agentic AI innovations that can solve complex enterprise challenges autonomously.

ServiceNow AI Agents understand and adapt to business needs, then take autonomous actions to get work done. These advancements build on ServiceNow’s two-decade expertise in driving exponential productivity across people and processes by handling complex and ambiguous tasks that traditional automation cannot solve, ServiceNow said.

Source: ServiceNow. AI Agent Studio screen capture. Easily create and deploy custom AI agents across IT, HR, customer service and more, all with seamless integration and with no coding required.

IDC* projects that 50% of organisations will use enterprise AI agents configured for specific business functions in 2025. ServiceNow pointed out that many of today’s agents are chatbots and not agentic, or single-function AI agents that can only complete simple conversational tasks. Such agents only add to what ServiceNow calls "the hornet’s nest of complexity—fragmented processes and siloed information stuck in outdated systems".

Because ServiceNow built agentic AI directly into its platform, ServiceNow AI Agents have access to billions of pieces of information and millions of automations across customers’ instances. This enables the AI agents to start using company knowledge right away. With its single architecture, single data model, and single platform, ServiceNow’s approach to agentic AI helps drive faster, smarter results across every business process.

“In a future with millions of AI agents acting as your new digital workforce, ServiceNow serves as the AI agent control tower, bringing order to chaos,” said Amit Zavery, President, Chief Product Officer and COO at ServiceNow.

“Agentic AI without unification creates more complexity within an enterprise. The ability of ServiceNow AI Agents to work together on tasks that draw from multiple systems and departments truly stands out. With a single location to orchestrate agents and prevent sprawl, our AI agents collaborate like active participants at work, acting as true extensions of their human counterparts.”

ServiceNow’s new AI Agent Orchestrator acts a central location that connects every corner of a business to analyse, manage, and govern agentic AI across operations. It enables inter-agent communication and centralised coordination across tasks, systems, and departments to achieve a specific goal, ensuring that the agents efficiently share information and hand off tasks regardless of where in the process they enter or exit. This makes AI agents indispensable for managing complex workflows.

For example, onboarding a new customer or triaging a network security incident are regular occurrences for many businesses, but they are not simple processes. Properly onboarding just one new customer requires coordination across multiple departments—from gathering customer information for contracts to addressing requests through support teams. AI Agent Orchestrator helps ensure the specialised AI agents handling each of these tasks work together to achieve the broader goal—getting a new customer up and running smoothly.

When a network issue arises, AI Agent Orchestrator manages custom AI agents, drawing from sources such as network management software, security information and event management systems, application performance monitoring, and more to work together to stop the problem in its tracks—identifying the issue, creating a resolution plan, and executing it once approved by a human network operator.

"At EY, we are committed to being both a pioneer and practical leader in AI development and deployment, creating frameworks that blend ethical governance, innovation with execution,” said Raj Sharma, EY Global Managing Partner – Growth and Innovation.

“AI agents are critical to empower teams with intelligent capabilities working in collaboration between humans and AI. This is why we are working with ServiceNow and our ecosystems partners to harness the full potential of agentic AI across our AI platforms at enterprise-scale, enabling us to integrate and contextualise data across our entire organisation in real time, with the high levels of trust and transparency we need built in.”

Unlike other agents tied to individual clouds or limited data sources, ServiceNow AI Agents have a unique competitive advantage: 20 years of automation data and outcomes from tackling the most complex enterprise workflow challenges, ServiceNow said. Powered by insights from structured and unstructured sources, customers get productive AI agents from day one. 

For exponential productivity, ServiceNow offers thousands of pretrained agents across IT, HR, customer service, and more with more added daily. A partner ecosystem—including Accenture, Cognizant, and Deloitte—are also building and releasing new AI agents on the ServiceNow Store.

The new ServiceNow AI Agent Studio extends the power of agentic AI to every user in the enterprise, allowing custom AI agents that are integrated with enterprise-wide workflows and data to be created through an intuitive no-code language-based interface. Customers simply describe the outcome they want to achieve, the role of the AI agents, and the processes they want to build through natural language prompts—not code—and AI Agent Studio will build a team of AI agents, managed by the AI Agent Orchestrator, that are ready to work immediately.

AI Agent Studio integrates seamlessly with automation tools already on the ServiceNow Platform such as skills, flows, and processes, giving organisations the flexibility to customise AI agents to meet their specific needs. The platform will also guide users through creating, testing, and activating AI agents for custom use cases.

“For over 100 years, Rolls-Royce has been synonymous with engineering excellence and innovation, powering, protecting, and connecting the modern world. From the meticulous craftsmanship of our engines to the cutting-edge technology that drives them, we continuously push boundaries to deliver exceptional performance,” said Rachel Cameron, Head of Transformational Programmes at Rolls-Royce.

“Rolls-Royce has always been at the forefront of engineering excellence and innovation, continuously finding ways to improve efficiency, resilience, and employee experience. By integrating ServiceNow AI Agents, we are streamlining operations, reducing manual effort, and enabling faster, data-driven decision-making. AI-powered automation is helping us deflect service desk tickets, optimise workflows, and provide intelligent insights—allowing our teams to focus on high-value activities while ensuring our operations remain efficient, secure, and future-ready."

According to ServiceNow, ServiceNow AI Agents have an unmatched ability to access enterprise-wide data. Workflow Data Fabric from ServiceNow enables users to seamlessly connect and activate structured and unstructured enterprise data—no matter where it resides. This unification provides intelligence for people and ServiceNow AI Agents to act on real-time, actionable insights, driving smarter workflows that solve real business challenges. Additionally, zero-copy integrations with Workflow Data Fabric allow businesses to securely connect to their data sources without moving or duplicating data.

New partnerships have been announced with third parties to extend Workflow Data Fabric’s capabilities, providing AI agents with an even more comprehensive data foundation they need to identify patterns, derive insights, and perform intelligent workflows, all on the ServiceNow Platform. 

A new integration with Oracle will involve zero-copy data sharing and bidirectional data exchange to connect data in real‑time between Oracle Autonomous Database with its fully automated threat detection and remediation capabilities, Oracle Database 23ai, and the ServiceNow Platform, fuelling intelligent decision‑making and operational efficiency at scale.

ServiceNow will bring its Now Platform and full suite of workflows to customers on Google Cloud Marketplace and also make its customer relationship management (CRM), IT service management (ITSM), and security incident response (SIR) solutions available on Google Distributed Cloud (GDC).  

ServiceNow also announced a multiyear strategic partnership with SoftwareOne Holding, a global software and cloud solutions provider with a presence in the Asia Pacific region, that aims to transform IT modernisation in the cloud. In the first phase of the partnership, the two companies will launch a joint offering for customers that combines ServiceNow’s workflow automation capabilities with SoftwareOne’s software and cloud expertise.

In addition, Visa plans to use the ServiceNow Dispute Management, Built with Visa solution, which includes the AI capabilities of the ServiceNow Platform, to power Visa Dispute Management Service (VDMS) and Visa DPS Dispute Analysis and Support (DAS). Visa will use ServiceNow’s platform to further streamline costly, lengthy payment card dispute resolutions for clients, help issuers meet compliance requirements, and ultimately improve the cardholder experience.

As the only platform that encompasses an entire history of billions of workflow executions, ServiceNow stands apart in agentic AI integrations across the full digital footprint of an enterprise and its ecosystem. Only ServiceNow has the power, simplicity, and enterprise-ready capabilities built for this moment. At every level, ServiceNow AI Agents deliver unmatched capabilities for modern AI-driven business transformation, the company said.

ServiceNow’s recent acquisition of Cuein, an AI native conversation data analysis platform, shows how the ServiceNow AI Agent roadmap continues to advance, and how ServiceNow continues to innovate for its nearly 1,000 signed AI agent customers. 

Details

Available in March, the full suite of intelligent capabilities within ServiceNow AI Agents—including AI Agent Orchestrator and AI Agent Studio—will be included at no additional cost for all Pro Plus and Enterprise Plus customers. The consumption-based model prioritises customer value and flexibility, extending the value of customers’ existing ServiceNow generative AI packages.

*IDC FutureScape: Worldwide IT Industry 2025 Predictions, Doc #US51736824, October 2024.