With the release of Xanadu, the most recent Now Platform version, ServiceNow has revealed a number of new features. ServiceNow AI Agents, which aim to improve productivity continuously across several departments like as IT, customer support, HR, and procurement, are one example of these developments.

With the use of sophisticated reasoning and cross-enterprise data sourced from the Now Platform, ServiceNow AI Agents progress from prompt-based activities to deep contextual comprehension, keeping stakeholders informed for strong oversight and control.

Both customer service management (CSM) and IT service management (ITSM) AI agents will be included in the first wave of ServiceNow AI agents, which is scheduled to debut in November. With the goal of lowering mean time to resolution, these agents will provide “deep contextual understanding” by utilizing cross-enterprise data from the Now Platform and sophisticated reasoning.

“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.