ServiceNow to unlock 24/7 productivity at massive scale with AI agents for IT, customer service, procurement, HR, software development, and more

ServiceNow announced its plans to integrate Agentic AI into the ServiceNow platform and unlock 24/7 productivity at massive scale across use cases including IT, customer service, procurement, HR, software development, and more. The forward‑thinking approach puts AI to work for people by redefining how AI agents collaborate with employees and customers. Using advanced reasoning and grounded in cross‑enterprise data through the Now Platform, ServiceNow AI Agents evolve from the more familiar prompt‑based activity to deep contextual comprehension, keeping people in the loop for robust oversight and governance. Available this November, the first use cases for Customer Service Management (CSM) AI Agents and IT Service Management (ITSM) AI Agents are expected to reduce mean‑time‑to‑resolution and make live agents more productive.

Gartner® predicts that “by 2028 one third of interactions with GenAI services will invoke action models and autonomous agents for task completion.”1 With ...