December 17, 2024
ServiceNow gave us a sneak peek into how AI Agents will work on the platform... and while it’s a little eerie, it’s also incredibly exciting!
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GM, welcome to the SnowAgents newsletter. Your one stop shop for all things AI in ServiceNow.
Here’s what we’ve got for you today:
If you work on the ServiceNow platform in any capacity, you’ve probably noticed the recent major focus on using AI in the platform. In a recent press release, ServiceNow mentioned the use of AI Agents to “Unlock 24/7 productivity at massive scale”. Clearly, this represents a huge shift in the future of working with ServiceNow.
In the words of Nvidia’s CEO, Jensen Huang - AI Agents are “Digital employees that we can rent."
To understand how that looks in ServiceNow terms, I think its important to understand where we’ve come from. Darius Koohmarey (ServiceNow Director of PM) does a great job explaining it all in this video. I’ve watched the whole thing so that you don’t have to. Here’s my breakdown:
The AI revolution in ServiceNow can be broken out into three phases:
The main takeaway from this is that human involvement becomes less and less necessary with each phase.
We’re approaching this new era of “Agentic AI”, which refers to “artificial intelligence systems designed to act autonomously and proactively in a goal-directed manner.”… that is.. without humans.. 😳
That means that eventually these AI agents will have the ability to serve (without human intervention) all of the same personas that we’re used to, although the initial focus will be on serving (and maybe eventually replacing???) the fulfillers within ServiceNow.
Well, if you’re someone who gets assigned tickets today, you’ll be the first to be able to take advantage of these AI agents. I imagine these Agents as little minions that you can deploy to accomplish an objective. They can check each other’s work, talk to each other, and determine the best path forward.. all without needing to run it by a human. Sounds cool… a bit creepy.. but cool.
Lets use the example of a Password reset ticket.
The ticket comes in, and you would have a “Service Manager Agent” that would be the first to see the ticket and select which sub-agent is best suited for the task.
The Service Manager agent would call the “Next Best Action Agent” which puts together a troubleshooting plan and engages the “Access Issues Expert Agent” which specializes in helping users reset their password and unlocking their account.
A Documenter Agent and Communicator Agent would be engaged to make sure the KB is updated if needed and make sure any approvals/communications are triggered.
It’s striking—and a little eerie—how closely these AI agents mimic the roles of humans who currently perform this work.👀
If you’re like me, you’re probably itching to get your hands on it.
The AI Agent Studio—where these agents will be built and tested—isn’t available for general release just yet. Rest assured we’re working to get our hands on it, and as soon as we do, you’ll have the full walk through.
But until then, I’ve created a ServiceNow AI Agent Generator! Just type in the problem you want your agent to solve, and it will magically generate a template for building your AI agent.
Even better, others can see your use case, upvote it (or not), and join the discussion. It’s designed to be a space for collaboration and brainstorming around AI agent use cases.
Regardless, we’ll be keeping an eye out for any updates on ServiceNow AI Agents as well as all other AI related functionality in the platform.
Welp.. this is the end. Thanks for reading this far. This is the first newsletter - so thanks for giving it a shot. Let me know what you think!
Until next time.
PS: If you found this interesting and/or useful, consider sharing this with a colleague.
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