ServiceNow ‘Xanadu’ brings AI agents to Now Platform

ServiceNow stressed that humans will still be in the loop for oversight and governance, adding that autonomous agents will subsequently be rolled out to support use cases across IT, customer service, procurement, HR, software development, and more.

“With ServiceNow AI Agents, we are announcing our vision to leverage AI agents that can understand the environment, tap into all available data across the enterprise, and use that data to make decisions and act,” said Dorit Zilbershot, VP of product management for AI at ServiceNow. “ServiceNow agents will unlock 24/7 productivity across hundreds of tools, unique use cases, and gen AI skills.”

ServiceNow said its first use cases, CSM AI agents and ITSM AI agents, will deliver a boost to live agent productivity, helping them solve employee and customer issues by comprehending context, creating a step-by-step process for resolution, and executing on that plan with approvals from live agents where needed.