A New Era of Enterprise Automation
ServiceNow has revealed a comprehensive suite of agentic AI innovations designed to autonomously solve the most intricate enterprise challenges. The breakthrough technology acts as an AI agent control tower—providing a centralised location to analyse, manage and govern the rapidly evolving landscape of agentic AI throughout business operations. These advancements build upon ServiceNow’s two decades of expertise in enhancing productivity across personnel and processes by managing complex tasks that conventional automation cannot address.
The platform’s new AI Agent Orchestrator ensures teams of specialised AI agents collaborate effectively across tasks, systems and departments to achieve specific objectives. Thousands of pre-built agents spanning IT, customer service, HR and other domains, coupled with the new AI Agent Studio for creating customised agents, stand ready to drive exponential productivity at scale. Unlike competitors, ServiceNow integrates these AI agents directly into its singular trusted platform, allowing customers to leverage existing investments in workflow, automation and data for immediate agentic AI functionality.
The Distinction of True Agentic AI
Research firm IDC projects that 50% of organisations will employ enterprise AI agents configured for specific business functions by 2025. While this forecasts a future where AI agents relieve the burden of repetitive tasks, many current offerings are merely chatbots lacking true agentic capabilities. These single-function AI agents fail to fulfil the promise and compound existing complexities—fragmented processes and isolated information trapped within outdated systems.
ServiceNow’s approach differs fundamentally through direct integration of agentic AI into its platform. ServiceNow AI Agents can access billions of information points and millions of automations across customer instances. This accessibility enables the AI agents to rapidly learn company knowledge and immediately apply it for effective action. The agents understand and adapt to business requirements while taking autonomous actions to complete tasks. Through its unified architecture, data model and platform, ServiceNow’s agentic AI approach delivers faster, more intelligent results across all business processes.
“ServiceNow serves as the AI agent control tower, bringing order to chaos,” said Amit Zavery, president, chief product officer and chief operating officer 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.”
Orchestrating Intelligent Collaboration
The ServiceNow Platform functions as the AI agent control tower—establishing connections across every business aspect—enabling the new AI Agent Orchestrator to revolutionise organisational operations by transforming disparate AI agents into a coordinated symphony working toward common objectives.
Unlike single-function AI agents limited to simple conversational tasks, the ServiceNow AI Agent Orchestrator facilitates inter-agent communication and centralised coordination. This ensures AI agents can efficiently exchange information and transfer tasks regardless of process origin, making them essential for managing complex workflows.
Customer onboarding exemplifies this coordination challenge. Properly onboarding a single new customer requires cross-departmental collaboration—from gathering contract information to addressing support requests. AI Agent Orchestrator ensures specialised AI agents handling these tasks work together to achieve the broader goal of smoothly integrating new customers.
Similarly, when network issues arise, AI Agent Orchestrator manages custom AI agents drawing from network management software, security information systems, application monitoring tools and additional sources to collaborate on problem resolution—identifying issues, creating resolution plans and executing them once approved by human operators.
Raj Sharma, EY Global Managing Partner for Growth and Innovation, recognised this potential: “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 high levels of trust and transparency built in.”
Expanding the AI Agent Ecosystem
ServiceNow continuously expands its portfolio with thousands of AI agents on the platform, with new additions regularly deployed. The company’s industry-leading partner ecosystem—including Accenture, Cognizant and Deloitte—actively develops and releases new AI agents on the ServiceNow Store, supporting an unmatched range of use cases and capabilities to power the millions of business processes ServiceNow customers complete annually.
ServiceNow AI Agents possess a unique competitive advantage compared to agents restricted to individual clouds or limited data sources: 20 years of automation data and outcomes from addressing the most complex enterprise workflow challenges. Powered by insights from structured and unstructured sources, customers receive productive AI agents from implementation. The latest launch delivers thousands more pre-trained AI agents for IT, customer service, HR and additional functions to automate critical business processes at unprecedented speed.
Mark Wittenburg, Chief Information Officer for the City of Raleigh, noted: “Raleigh is among the fastest-growing cities in the nation, and we’re dedicated to making AI a key driver in enhancing the lives of our employees and residents. While our community as a whole continues to grow, our city operations and back-office systems are leading the way with innovative technology. With ServiceNow AI Agents, we’re excited to deliver even more seamless and proactive services that align with the needs of our increasingly tech-savvy and forward-thinking community.”
Democratising Agent Creation with AI Agent Studio
The new ServiceNow AI Agent Studio extends agentic AI capabilities to every enterprise user, allowing organisations to create and deploy custom AI agents integrated with enterprise-wide workflows and data through an intuitive no-code language-based interface. Customers describe desired outcomes, agent roles and processes through natural language prompts—eliminating coding requirements—and AI Agent Studio builds a team of AI agents, managed by the AI Agent Orchestrator, ready to immediately drive business efficiency. The platform guides users through creating, testing and activating AI agents for custom use cases.
AI Agent Studio seamlessly integrates with existing ServiceNow Platform automation tools such as skills, flows and processes, providing organisations flexibility to customise AI agents for specific requirements.
Rachel Cameron, Head of Transformational Programmes at Rolls-Royce, highlighted their 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.”
Data Foundation for Intelligent Operations
The exceptional capability of ServiceNow AI Agents to deliver transformative outcomes stems from unparalleled access to enterprise-wide data. ServiceNow’s Workflow Data Fabric enables users to connect and activate structured and unstructured enterprise data regardless of location. This unification provides intelligence for people and AI agents to act on real-time, actionable insights, driving smarter workflows that address genuine business challenges. Additionally, zero-copy integrations allow businesses to securely connect to data sources without moving or duplicating data.
New partnerships with companies like Google Cloud extend Workflow Data Fabric capabilities, providing AI agents with an even more comprehensive data foundation to identify patterns, derive insights and perform intelligent workflows—all on ServiceNow’s single architecture and data model.
Setting New Standards for Enterprise AI
Today’s complex business processes require bold innovation balanced with accountability and compliance. ServiceNow establishes a new standard for enterprise AI, delivering solutions that redefine human-machine collaboration.
Available from March, the complete 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 existing ServiceNow generative AI packages.
ServiceNow’s recent acquisition of Cuein, an AI native conversation data analysis platform, demonstrates the continuous advancement of the ServiceNow AI Agent roadmap and ongoing innovation for its nearly 1,000 signed AI agent customers.
As the only platform encompassing a complete history of billions of workflow executions, ServiceNow distinguishes itself in agentic AI integrations across the entire digital footprint of enterprises and their ecosystems. The company uniquely offers the power, simplicity and enterprise-ready capabilities required for modern AI-driven business transformation, with ServiceNow AI Agents delivering unmatched capabilities at every level.
