ServiceNow has added more support for agentic AI to its cloud-based Now platform for digital workflow operations to help enterprises manage enterprises more easily while increasing productivity.
The additions include AI Agent Orchestrator for managing agents, AI Agent Studio for building them, and new pre-built agents for various workflows.
The company took its first steps towards agentic AI in September 2024 with the Xanadu update to its Now Platform. It released its first AI agents for customer service management (CSM) and IT service management (ITSM) in November. The idea is that these agents, when integrated into an enterprise’s workflow, can autonomously perform tasks and make decisions within set parameters to increase productivity and efficiency.
Managing agents via the Agent Orchestrator
ServiceNow’s AI Agent Orchestrator, as the name suggests, manages multiple agents, akin to Salesforce’s Atlas reasoning engine or AWS’ multi-agent orchestrator framework.
The central idea, according to the company, is that AI Agent Orchestrator will help a team of agents communicate and coordinate among themselves across systems or departments to complete tasks
such as onboarding a new customer or triaging a network security incident.
In the latter case, “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,” the company explained.
ServiceNow said EY is one of its customers already using the orchestrator.
Building new agents with the AI Agent Studio
Just like AWS with Amazon Bedrock, Microsoft with Copilot Studio, and Salesforce with Agent Builder, ServiceNow has also added a no-code agent building tool, AI Agent Studio, to its Now platform to help enterprises create and deploy custom AI agents integrated into their workflows.
“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,” the company said.
The new studio also guides enterprise users through creating, testing, and activating AI agents for custom use cases, it added.
Another customer, Rolls-Royce, is already using the AI Agent Studio to streamline its operations, according to ServiceNow.
Both the orchestrator and AI Agent Studio will be made available to enterprise customers on the ServiceNow Platform in March 2025.
Other updates include new pre-built agents, including ones built by Accenture, Cognizant, and Deloitte, are being released on the ServiceNow Store.
The company said it has at least 1,000 customers signed up for its AI agents.
Read More from This Article: ServiceNow adds AI Agent Orchestrator, Studio to its Now platform
Source: News