ServiceNow Agentic AI: Transforming Workflows and User Experiences

Written by Ian Cahall | Feb 6, 2025 6:32:21 PM

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.

What is Agentic AI?

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:

Make independent decisions based on context.

Adapt to new situations without explicit programming.

Proactively initiate actions to solve problems or seize opportunities.

Essentially, Agentic AI acts as a digital agent with "agency," assessing situations, evaluating options, and taking appropriate actions without waiting for human input.

Agentic AI vs. GenAI vs. Legacy AI

It's important to understand how Agentic AI differs from other types of AI:

Legacy AI: Focuses on analyzing data and executing pre-programmed tasks reactively. It automates repetitive tasks and improves efficiency. Examples include predictive analytics and rule-based chatbots.

GenAI: Excels at generating new content, such as text, images, or code, using learned patterns from training data. It enhances creativity and problem exploration. Examples include tools like ChatGPT and code-writing assistants.

Agentic AI: Moves beyond both by integrating autonomy and initiative. It proactively makes decisions and solves problems in dynamic environments. Examples include virtual agents that resolve issues autonomously and adaptive supply chain systems.

	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.

Agentic AI in ServiceNow

ServiceNow is leveraging all three forms of AI to transform enterprise workflows and operations.

Legacy AI provides the foundation by powering predictive analytics and automated workflows. For example, it can automatically categorize and route tickets.

Generative AI enhances creativity by assisting with knowledge base articles and code suggestions. It can also improve conversational interfaces with more human-like interactions.

Agentic AI takes ServiceNow to the next level by enabling systems that act autonomously. For example, it can proactively manage incidents by scaling resources or restarting services. It can also optimize workflows in real time and provide virtual assistants that proactively help employees.

The User Experience Imperative

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:

Clarity: AI systems must clearly communicate their capabilities, limitations, and reasoning. Users should always understand what the system is doing and why.

Control: Users should have the ability to refine, correct, or override AI-driven actions.

Trust: AI should be transparent about data usage, provide reliable responses, and escalate complex issues appropriately.

A User Journey Example

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.

Benefits for ServiceNow Customers

The integration of these AI technologies provides significant benefits:

Efficiency and Productivity Gains: AI agents reduce the need for manual intervention, allowing employees to focus on high-value tasks.

Enhanced User Experiences: AI-driven chatbots and virtual agents become smarter and more proactive, improving satisfaction.

Agility and Innovation: Agentic AI enables organizations to adapt quickly to changing conditions by autonomously optimizing processes.

Scalability: Automating decision-making allows businesses to scale operations without needing significant human oversight.

The Future of Agentic AI

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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