ServiceNow AI Agents are autonomous AI workers that take action inside enterprise workflows rather than only answering questions. They run on the ServiceNow AI Platform and are grouped into what ServiceNow calls the Autonomous Workforce: AI specialists assigned to roles, given business context and permissions, and trusted to handle complex workflows end to end. ServiceNow AI Control Tower sits alongside them to connect strategy, governance, management and performance for all AI across the enterprise, and ServiceNow Otto acts as an AI assistant for everyday work requests.
This product is aimed at large organizations that already manage IT, customer service, HR, security or field service on ServiceNow. CIOs and IT operations leaders use it to cut repetitive ticket handling, service desk managers use it to speed up case resolution, and platform owners and governance teams use Control Tower to oversee how agents behave. Because access is handled through a sales conversation and demos, it suits enterprise buyers rather than individual developers or small teams.
Typical scenarios include equipping customers and employees with generative self-service for requests, helping agents resolve cases faster by reducing manual work, and automating workflows that previously needed custom code. An HR service team can let agents give employees instant answers and guidance, while an IT team can pair agents with Process Mining to see how workflows and AI agents actually execute, then improve them where they run. Agents connect to data through ServiceNow AI Platform services, including RaptorDB for fast workflow performance, and to hundreds of certified applications found in the ServiceNow Store.
