ServiceNow has unveiled thousands of pre-configured AI agents for customer service, IT, HR, and other enterprise functions.
These agents will be available on the ServiceNow Platform, which acts as the “control tower”. From there, customers may scout, implement, and manage organization-wide AI agent deployments.
Yet, alongside modifying and implementing prepackaged agents, ServiceNow also provides a new AI Agent Studio for fully customized deployments.
While that may sound like a lot of work, the vendor promises a no-code design experience and a language-based interface.
So, simply put, if the user can describe the task they want the agent to complete – alongside their desired outcomes – the AI Agent Studio can build an agent for it.
However, while having thousands of AI agents run across enterprise systems, automate processes, and – ultimately – self-learn may seem utopian, it could also prove chaotic.
After all, perhaps a business installs an agent that influences how another operates. That could cause breakdowns or a nasty chain reaction that disrupts the enterprise.
Thankfully, ServiceNow has released an AI Agent Orchestrator to combat such concerns. It helps coordinate and stitch agents together to mechanize complex, multi-step flows.
In doing so, it gives those in the control tower new powers to monitor and extend the AI workforce.
For Amit Zavery, President, Chief Product Officer, & Chief Operating Officer at ServiceNow, that’s critical. “Agentic AI without unification creates more complexity within an enterprise,” he said.
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,” he concluded.
While there are thousands of possible examples of that collaboration in action, consider a network issue.
With Orchestrator, a business may develop custom agents that draw from network management, application performance monitoring, security information, and event management systems.
From there, the agents can work together to overcome the problem by isolating the cause, creating a resolution plan, and – upon human review – executing it.
Similarly, look at this through a CX lens. Perhaps this network issue is impacting customers, too.
Recognizing this, an agent could go into a CRM – or CSM in ServiceNow’s case – and create a segment of customers impacted by the outage.
From there, another agent may utilize an outreach tool to proactively notify that customer segment of the issue and send regular updates.
These are excellent examples. Yet, with the AI Agent Studio and Orchestrator, the possibilities are practically boundless.
Why Should Brands Trust ServiceNow with Agentic AI?
In developing agentic AI offerings, many businesses are shifting tact. Previously, they had only considered specific business functions; now, they’re serving the enterprise.
Alternatively, ServiceNow has 20 years of experience tackling complex enterprise workflow challenges, with customers already leveraging its platform to design cross-function processes.
By augmenting these existing processes with custom AI agents and increasing the scope of automation, many of these customers may quickly draw value from the technology.
Additionally, ServiceNow is cloud-agnostic. It’s not tied to Azure, AWS, Google, etc. As such, its AI agents can operate “seamlessly” across enterprise systems.
In establishing itself as cloud-agnostic, leveraging its workflow heritage, and building on an already loyal customer base, ServiceNow strives to become the “ultimate AI platform for business”.
Already, almost 1,000 customers have bought into that vision and started their agentic AI journey with the company. Rolls Royce is one such company.
“By integrating ServiceNow AI Agents, we are streamlining operations, reducing manual effort, and enabling faster, data-driven decision-making,” said Rachel Cameron, Head of Transformational Programmes at Rolls-Royce.
AI-powered automation is helping us deflect service desk tickets, optimize workflows, and provide intelligent insights—allowing our teams to focus on high-value activities while ensuring our operations remain efficient, secure, and future-ready.
One final advantage ServiceNow can offer customers like Rolls-Royce is its “unmatched” ability to access enterprise-wide data.
Indeed, via its Workflow Data Fabric, ServiceNow can connect structured and unstructured data from across the enterprise and activate it, enabling real-time, smarter flows.
Critically, the solution is zero-copy, ensuring that AI agents can connect to key data sources without duplicating or moving data.
While some may argue whether it is “unmatched”, this data layer will prove critical for ServiceNow to deliver on its lofty vision.
A Big Start of the Year for ServiceNow
ServiceNow rakes in approximately $10BN in annual recurring revenues. In 2024, Bill McDermott, CEO of ServiceNow, shared his hopes that this will rise to $30BN.
Agentic AI offers the company an unheralded opportunity to close in on that target.
Recognizing this, ServiceNow has pledged to expand its workforce and hire up to 3,000 employees in 2025. Some will sell its AI agents, but many more will help implement them.
Additionally, the vendor’s acquisition of CueIn will support its mission. Indeed, Dorit Zilbershot, Group Vice President of AI Experiences & Innovation at ServiceNow, described the roll-up as “essential” in creating intelligent systems that connect AI agents, data, and workflows.
Yet, AI agents are not ServiceNow’s only growth lever. Indeed, the company also officially entered the CRM space, citing a significant opportunity in customer service.
Having announced all this in January alone, ServiceNow seems set for a big year.