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Artificial intelligence (AI) is changing how we interact with technology, driving improvements in business processes and customer experiences. Two of the most talked about advancements in AI are Agentic AI and Generative AI (GenAI). Along with "traditional" Legacy AI, these technologies are reshaping platforms like ServiceNow. This post will explore what Agentic AI is, how it compares to other AI types, and how it's changing the way we work, while also focusing on the critical role of user experience.
Agentic AI represents a leap forward in artificial intelligence. Unlike Legacy AI, which primarily follows pre-set instructions, Agentic AI is designed to operate autonomously and proactively. It can:
Essentially, Agentic AI acts as a digital agent with "agency," assessing situations, evaluating options, and taking appropriate actions without waiting for human input.
It's important to understand how Agentic AI differs from other types of AI:
|
Legacy AI |
Generative AI |
Agentic AI |
Definition |
AI systems that analyze data and execute pre-set tasks. |
AI systems that generate new content based on patterns learned from data. |
AI systems that operate autonomously and take proactive actions. |
Primary Role |
Reactive problem-solving and task automation. |
Creative content generation. |
Proactive decision-making and problem-solving. |
Autonomy |
Low, relies on predefined rules or human input. |
Moderate, requires prompts to generate outputs. |
High, acts autonomously by assessing contexts and executing actions. |
Learning |
Supervised or unsupervised learning with structured data. |
Deep learning with vast unstructured datasets. |
Combines deep and reinforcement learning to adapt dynamically. |
ServiceNow is leveraging all three forms of AI to transform enterprise workflows and operations.
While the technical capabilities of Agentic AI are impressive, the user experience is critical for its success. Users want clarity, control, and confidence in AI-driven interactions. Here’s what’s important:
Consider an employee, Sarah, who loses access to a critical SharePoint folder. Using Agentic AI within ServiceNow, she can ask a virtual agent for help. Instead of simply directing her to a knowledge article, the AI recognizes her request, verifies her identity, and checks her permissions. The AI then takes appropriate actions: it can troubleshoot, initiate an access request, or seamlessly transfer the case to an IT specialist. Throughout this process, Sarah trusts the AI because it provides clear explanations, updates, and options for escalation.
The integration of these AI technologies provides significant benefits:
ServiceNow’s adoption of Agentic AI is part of a broader movement toward autonomous enterprise systems. Agentic AI is set to lead the way in proactively responding to challenges and opportunities. Organizations that embrace this shift will be better equipped to deliver seamless experiences, operate efficiently, and maintain a competitive edge in an increasingly complex digital landscape.
If you’re interested in getting started, check out our two new AI Agent Skills on the ServiceNow Store!
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