ServiceNow has announced plans to integrate Agentic AI into the ServiceNow platform and to launch Now Assist Skill Kit to allow customers to build, test and deploy new GenAI skills and their underlying prompts, in its Now Platform Xanadu release.
According to ServiceNow, Agentic AI will become available this November, with the first use cases for Customer Service Management (CSM) AI Agents and IT Service Management (ITSM) AI Agents expected to reduce mean‑time‑to‑resolution and help save time for employees. The industries where AI Agents will be integrated include IT, customer service, procurement, HR, software development and more.
Explore related questions
The company announcement states that the software will ‘redefine’ how AI agents collaborate with employees and customers by evolving ServiceNow AI agents from prompt‑based activity to “deep contextual comprehension”. Specifically, ServiceNow hopes that its AI Agents will ultimately have the potential to “reinvent workflows across the enterprise”, from small and specialized tasks like single issue resolution, to running an entire incident response workflow.
Additionally, the vendor plans to build guardrails to help ensure organizations can add the levels of governance they need for their unique business processes.
“[…] ServiceNow AI Agents will work autonomously in the background, handling tasks, managing processes, and collaborating with employees rather than just serving them,” said Jon Sigler, senior vice president of Platform and AI at ServiceNow.
“Because these capabilities will be built into the ServiceNow platform, customers can easily apply AI agents and skills that align with their unique needs.”
The Now Assist Skill Kit, generally available today, will allow organizations to create custom GenAI skills for their specific business needs, as well as when they have a use case that isn’t yet available out of the box with Now Assist AI.
According to the announcement, Skill Kit will connect to data and knowledge within the Now Platform for enhanced context and accuracy and offer options for customization, whether customers choose Now LLMs or want to incorporate third‑party or custom LLMs. Additionally, organizations can assign their custom GenAI skills to AI agents, providing more capacity to help with manual tasks.
The news comes out alongside other Xanadu announcements this quarter, including the release of RaptorDB Pro high‑performance database, Now Assist integration with Microsoft Copilot for Microsoft 365, Enterprise Architecture, updates to AIOps, Service Reliability Management and expansion of Now Assist into industry solutions for telecom, media and technology, financial services, the public sector and more.
