Agentic AI isn’t simply the newest AI hype cycle, it’s actual expertise that may make an enormous distinction for enterprise workflows. That’s the massive guess that ServiceNow has been making and is now doubling down on in a bid to deliver increased return-on-investment to enterprise AI efforts.
ServiceNow is within the enterprise of enterprise workflow options, serving to its over 8,000 international prospects with all method of processes starting from human sources to IT service administration (ITSM). Over the previous two years, the corporate has been incrementally including AI providers by means of its Now Help expertise. In 2024 its first agentic AI providers debuted, with a library of AI brokers within the Now Help Talent Package. Whereas the underlying expertise is subtle, ServiceNow’s method emphasizes invisible integration — AI brokers working behind the scenes to reinforce enterprise productiveness with out requiring direct consumer interplay.
So how do you make agentic AI much more helpful? That’s the place AI orchestration is available in.
Right this moment ServiceNow is asserting its new AI Agent Orchestrator and AI Agent Studio, marking a major shift from fundamental generative AI help to complete, end-to-end process automation.
What the ServiceNow AI orchestrator is all about
The AI Agent Orchestrator is the “brain” that coordinates and manages the interactions between totally different AI brokers to perform advanced duties. The AI Agent Studio is the event and administration platform that offers prospects the instruments to create, deploy and keep their very own customized AI brokers.
The corporate plans to launch 1000’s of specialised AI brokers designed to deal with advanced enterprise workflows throughout IT, HR and customer support capabilities.
Early adopters report vital effectivity beneficial properties, based on ServiceNow. One early consumer is attaining a 70% discount in ticket decision time — reducing common dealing with time from half-hour to seven to eight minutes. The important thing to getting a greater final result is to completely notice the promise of agentic AI. And the promise of agentic AI workflows isn’t about simply utilizing a single agent, however quite a collection of them to attain a enterprise objective.
“You can have all these single AI agents being specialized in a specific task, but bringing in the AI agent orchestrator, it’s bringing order to the chaos,” Dorit Zilbershot, vp of AI experiences and innovation at ServiceNow, informed VentureBeat. “It’s making sure that there is some kind of supervision on all these AI agents and that there’s an understanding of what’s the end-to-end goal or business problem that we’re trying to solve.”
Why agentic AI wants extra than simply brokers
There isn’t a scarcity of curiosity in agentic AI in 2025. Many giant enterprise expertise distributors together with massive gamers like Salesforce with its Agentforce platform and Microsoft have been emphasizing the expertise.
ServiceNow isn’t all that totally different in recognizing the worth of agentic AI for enterprises. The place it differs is within the utility. ServiceNow is all about workflows for enterprise processes, which might typically contain many alternative steps. An agent can assist to automate parts inside a selected area, whereas AI agent orchestration can coordinate a number of brokers throughout domains in an advanced workflow.
An instance of how the AI agent orchestrator can assist with a posh enterprise workflow is likely to be onboarding a brand new worker. This includes a number of steps and duties that must be coordinated, reminiscent of: organising the worker’s IT accounts and tools, enrolling them in HR programs and advantages, scheduling coaching and orientation periods and granting entry to needed enterprise programs.
With the AI agent orchestrator, ServiceNow can create a crew of specialised AI brokers to deal with every of those duties. For instance, an IT agent would provision the laptop computer, an HR agent would enroll the worker in HR programs, and a coaching agent would schedule onboarding periods.
The AI Agent Orchestrator coordinates the handoffs and communication between the brokers. It understands the general onboarding workflow, screens progress and ensures all the required steps are accomplished efficiently. If any points come up, the orchestrator can troubleshoot, re-assign duties, or escalate to human intervention as wanted. The system additionally gives end-to-end visibility and administration of the onboarding course of.
How agentic AI orchestration works
The thought of chaining collectively totally different AI processes or LLMs isn’t new both.
There are applied sciences like LangChain that enable organizations to “chain” collectively a number of LLMs. There are additionally LLM router applied sciences that enable totally different queries to be routed. Zilbershot stated that ServiceNow’s orchestrator is constructed solely on its proprietary platform and isn’t counting on exterior frameworks.
She defined that the system incorporates each short-term and long-term reminiscence capabilities. The reminiscence helps to offer context for the AI brokers.
Agentic AI workflows want knowledge
ServiceNow’s strategic positioning on the intersection of AI and enterprise automation hinges on knowledge, and particularly the corporate’s Workflow Information Material.
The Workflow Information Material is a foundational expertise for ServiceNow. It permits cross-system knowledge entry, constant context upkeep, safe knowledge dealing with throughout workflows and integration with present enterprise programs.
“We want to drive agentic AI and conversational experiences across the board, and we’re driving everything with the Workflow Data Fabric at its core,” Zilbershot stated. “We’re able to access any data systems as well as any systems for actions, and really create the single place where our customers can manage and orchestrate all their enterprise processes and workflows with the ServiceNow platform.”
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