ServiceNow Introduces New AI Features to Simplify Enterprise Operations
ServiceNow has joined the agentic AI bandwagon and launched its suite of advanced AI tools to automate complex enterprise workflows. It includes AI Agent Orchestrator, AI Agent Studio, and pre-built AI agents designed to work across IT, customer service, and HR functions.
“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 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.”
What is an AI Orchestra?
The new AI Agent Orchestrator acts as a control tower for AI agents. This feature allows organizations to manage teams of specialized AI agents that collaborate across tasks, systems, and departments to achieve specific goals. It ensures that all the different AI agents work together on complex tasks.
For example, while onboarding a new employee, the Orchestrator coordinates with AI agents responsible for different aspects, such as identity verification, hardware allocation, and payroll setup. This eliminates the need to manage different AI agents, which can become quite complex and require additional effort.
New AI Agents
The company has already launched thousands of pre-built AI agents tailored for various functions, such as IT, customer service, and human resources. In addition, companies like Accenture, Cognizant, and Deloitte are actively building and releasing new AI agents on the ServiceNow Store.
According to the official blog post, ServiceNow’s AI Agents have a unique competitive advantage. They are backed by 20 years of automation data and outcomes from tackling the most complex enterprise workflow challenges, unlike other AI agents tied to individual clouds or limited data sources.
Build your own AI agents with AI Agent Studio
The AI Agent Studio allows organizations to create, manage, and deploy custom AI agents tailored to their specific needs. The best part about this studio is that it requires no coding skills. Customers can 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, and the AI Agent Studio will build a team of AI agents, which the AI Agent Orchestrator will manage.
According to the company, AI Agent Studio integrates seamlessly with automation tools already on the Platform, such as skills, flows, and processes.
Availability
ServiceNow AI Agent Orchestrator and AI Agent Studio will be available on the ServiceNow Platform starting March 2025. Additionally, from the same time, ServiceNow AI Agents will be included for all Pro Plus and Enterprise Plus customers as part of planned updates.