ServiceNow has unveiled a range of new features in its latest Now Platform update, named Xanadu. Among these innovations are ServiceNow AI Agents, designed to enhance productivity around the clock across departments, including IT, customer service, HR, and procurement.
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.
The initial ServiceNow AI Agents, set to launch in November, will include both customer service management (CSM) and IT service management (ITSM) AI agents. These agents will leverage advanced reasoning and cross-enterprise data from the Now Platform to offer “deep contextual understanding,” aiming to reduce mean time to resolution.
“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. ServiceNow agents will unlock 24/7 productivity across hundreds of tools, unique use cases, and gen AI skills,” Dorit Zilbershot, VP of product management for AI at ServiceNow, said.
Moreover, in a blog post, ServiceNow said that in the future, using ServiceNow’s multimodal AI, AI agents will be able to pull context from inputs like voice, video, and images and provide personalized, relevant responses, ultimately driving around‑the‑clock productivity at scale with hundreds of use cases across IT, customer service, procurement, HR, software development, and more.
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