Singapore – ServiceNow, an AI platform for business transformation, has launched the latest AI-powered capabilities on the ServiceNow Platform designed as a central AI agent control tower. This latest innovation acts as one central location to analyse, manage, and govern the rapidly evolving world of agentic AI across every corner of a business.
According to the firm, new enhancements build on the platform’s long-standing legacy of enabling transformative productivity by managing complex and ambiguous tasks beyond the reach of traditional automation.
Coined as the new AI Agent Orchestrator, said initiative ensures teams of specialised AI agents work together across tasks, systems, and departments to achieve a specific goal. Organisations can further tap into a vast library of pre-built agents for IT, customer service, and HR or build fully tailored AI agents using the new AI Agent Studio.
Unlike others, ServiceNow AI Agents and their capabilities are built directly into the single, trusted ServiceNow Platform, so customers’ existing investments in workflow, automation, and data power agentic AI from day one.
A recent report from IDC estimates 50% of organisations are set to leverage enterprise AI agents configured for specific business functions in 2025. While this promises a future where AI agents lift the burden of repetitive tasks and give people time back to focus on what really matters, many of today’s agents are simply chatbots and not agentic.
These single-function AI agents fall short of this vision and further add to the hornet’s nest of complexity—fragmented processes and siloed information stuck in outdated systems.
Interestingly, ServiceNow AI Agents use built-in agentic AI to tap into billions of data sources and millions of automation workflows across customer environments. This enables the AI agents to quickly learn the company’s knowledge and start using it right away to take effective action.
Designed for adaptability, these AI agents autonomously adjust to business needs and execute tasks efficiently. Its unified platform, data model, and architecture also allow its agentic AI strategy to deliver accelerated and intelligent business results at scale.
Moreover, the ServiceNow Platform enables the new AI Agent Orchestrator to elevate the way organisations operate, transforming groups of AI agents into a symphony working toward a common goal. Unlike single-function AI agents that complete only simple conversational tasks, the new ServiceNow AI Agent Orchestrator enables inter-agent communication and centralised coordination. This ensures AI agents can efficiently share information and hand off tasks regardless of where the process starts, making them indispensable for managing complex workflows.
In addition, ServiceNow supports a combination of AI agent use cases and capabilities to power the millions of business processes ServiceNow customers complete each year. Its AI agents further offer a competitive advantage with 20 years of automation data and outcomes from tackling the most complex enterprise workflow challenges.
Powered by insights from structured and unstructured sources, customers get productive AI agents from day one. This latest ServiceNow AI Agent launch will deliver thousands more pre-trained AI agents for IT, customer service, HR, and more to take action and automate critical business processes at unprecedented speed.
On the other hand, the new ServiceNow AI Agent Studio extends the power of agentic AI to every user in the enterprise, allowing organisations to create and deploy custom AI agents that are integrated with enterprise-wide workflows and data through an intuitive no-code language-based interface.
With this, 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 AI Agent Studio will build a team of AI agents, managed by the AI Agent Orchestrator, that are ready to work immediately, driving business efficiency. The platform guides users through creating, testing, and activating AI agents for custom use cases.
Organisations can personalise AI agents to align with their workflows through AI Agent Studio, which works natively with automation tools like skills, flows, and processes on the ServiceNow Platform.
Ultimately, Workflow Data Fabric from ServiceNow streamlines the way users connect and activate structured and unstructured enterprise data, whether structured or unstructured. This unified approach fuels real-time intelligence for both employees and AI agents, enabling smarter workflows that address complex business needs.
Additionally, zero-copy integrations with Workflow Data Fabric allow businesses to securely connect to their data sources without moving or duplicating data.
Amit Zavery, president, chief product officer, and chief operating officer at ServiceNow, said, “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. 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,” added Zavery.
New partnerships announced recently with companies like Google Cloud 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 single architecture, single data model, the ServiceNow Platform.
