ServiceNow believes that extra areas inside an enterprise can profit from brokers, and because it upgrades its agent platform and makes acquisitions, the corporate plans on doubling down on brokers much more.
ServiceNow introduced the acquisition of Moveworks on Tuesday together with new agent capabilities. It additionally made its orchestration platform usually obtainable and introduced plans to combine agentic enterprise search.
Amit Zavery, ServiceNow CPO, instructed VentureBeat that the corporate sees plenty of potential within the infrastructure round AI.
“There are a lot of things to do in this space and [this new] release has a lot of capabilities around AI agents,” mentioned Zavery. “It’s core elements of a platform, and that’s something we’re going to continue doubling down [on] and investing in.”
ServiceNow has added new brokers to its library of pre-built AI brokers, together with a brand new safety operations (SecOps) agent, a set of autonomous change administration brokers, and a community take a look at and restore agent. The corporate additionally up to date its AI Agent Orchestrator and AI Agent Studio, including new options and making them usually obtainable.
Wider agent attain
ServiceNow affords pre-built brokers for particular groups and likewise helps prospects construct their very own. The corporate first introduced its library of AI brokers in September and has frequently added to that library.
The SecOps agent ideally would “help eliminate repetitive tasks and empower SecOps teams to focus on quickly stopping real threats,” mentioned Zavery. The autonomous change administration brokers will generate customized implementation and checks, whereas the proactive community take a look at and restore AI agent troubleshoots, detects and diagnoses community points earlier than efficiency is impacted.
These new brokers automate extra areas of a corporation, and Zavery mentioned ServiceNow is “seeing a lot of new use cases emerge as we see that value for customers.” The corporate hopes that brokers will assist staff work together with them otherwise.
Zavery mentioned that its acquisition of Moveworks and its up to date agentic platform permits ServiceNow to develop agentic capabilities to enterprise search, utilizing brokers to seek out any info an worker wants about their group.
“This is where Moveworks helps us get into and double down on our AI investment going forward,” mentioned Zavery. “We are the workflow leader and have a lot of data capabilities. We’ve been doing a lot of AI-related and very capable use cases delivery there. So that all remains intact and it just accelerates some of those things, especially around AI.”
Enhanced orchestration
ServiceNow has additionally opened up its AI Agent Orchestrator and AI Agent Studio to normal availability. The platforms assist organizations construct brokers, onboard and coordinate them.
Customers can now seek advice from an analytics dashboard to visualise AI agent utilization, high quality and worth. In a demo to reporters, ServiceNow VP of AI and innovation Dorit Zilbershot mentioned that directors will have the ability to clearly see what number of duties the agent is closing and decide whether it is working in line with plan.
The AI Agent Studio now has guided directions, which the corporate says make it “easier than ever to design and configure new AI agents using natural language descriptions.”
ServiceNow has lengthy advocated for brokers to be a part of a corporation’s workflow. It additionally helps “invisible agents” — the place staff work together with brokers however don’t essentially know what these brokers are doing to meet their duties.
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