ServiceNow enhances AI platform with new agentic features

ServiceNow has introduced AI-driven platform enhancements aimed at enhancing automation and observability through new AI capabilities.

The company's Yokohama platform release features expanded AI agents, which bolster workflows by simplifying complexity and maximising the return on investment in AI.

This development introduces solutions designed to facilitate the deployment of these agents, so they communicate effectively across systems and coordinate workflows, ushering in enterprise-wide transformation.

ServiceNow's new platform capabilities include the AI Agent Orchestrator and AI Agent Studio. These tools enable users to build, onboard, and measure the performance of AI agents with ease. Alongside this, ServiceNow has unveiled Service Observability, offering AI-driven insights to manage observability ecosystems and pre-emptively resolve issues to reduce potential downtime.

ServiceNow Studio, part of the Yokohama release, supports developers in creating and deploying AI workflows across all levels of technical expertise, facilitating integration with AI Agent Studio for cohesive app and AI agent design. Additionally, the enhanced Common Service Data Model (CSDM) provides a unified framework for managing AI and live agent interactions, with built-in governance to ensure compliance.

In a statement, Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, commented: "Agentic AI is the new frontier. Enterprise leaders are no longer just experimenting with AI agents; they're demanding AI solutions that can help them achieve productivity at scale. ServiceNow's industry-leading agentic AI framework meets this need by delivering predictability and efficiency from the start."

"With the combination of agentic AI, data fabric, and workflow automation all on one platform, we're making it easier for organizations to embed connected AI where work happens and both measure and drive business outcomes faster, smarter, and at scale."

The Yokohama release seeks to remove common barriers such as data fragmentation and real-time performance challenges, with its solutions built on a single platform ensures seamless data connectivity. New advancements in the ServiceNow Platform include an expansion of its Knowledge Graph, breaking down barriers among data sources for more connected AI agents.

Businesses are also able to further streamline AI agent management via enhanced setup and configuration tools provided by AI Agent Studio, along with performance metrics dashboards within ServiceNow's AI framework. This integration aims to provide business administrators a clearer view on AI agent performance and return on investment.

The company has also launched AI Agents designed for various enterprise-wide use cases, such as security operations and change management, further illustrating the platform's capacity to provide comprehensive solutions.

Ulrich Mayr, CIO at CANCOM, remarked on the impact of ServiceNow's AI solutions: "ServiceNow's GenAI solutions have reshaped CANCOM's internal operations, driving efficiency and cost savings that have solidified our reputation as an innovative IT leader. Now we're rolling out these powerful capabilities to our clients. Yokohama's new agentic AI agents will ignite enhanced productivity and insight, driving shared success for us and our customers."

Jason Wojahn, Global Head of Cognizant's ServiceNow Business Group, stated: "At Cognizant, we are helping companies harness the next phase of AI with agentic AI workflows that could bring unparalleled efficiency. We were the first to bring ServiceNow's Workflow Data Fabric to market and are working to help our clients to seamlessly connect their data with AI. With the Yokohama release and the integration of AI agents onto the Now Platform, clients can now operate their agents virtually effortlessly with connected data, driving productivity and ROI across their entire business."

Darrell Burnell, Group Head of Technology at Davies, highlighted the agility and implementation speed achieved: "Agility is essential for Davies, given our work with clients in heavily regulated markets. We've transformed our agent experience with ServiceNow's generative AI, deploying Now Assist for ITSM in just six weeks to streamline information retrieval and accelerate resolution times. ServiceNow's Yokohama release will help deliver even greater productivity with agentic AI to unlock productivity at scale."

The Sentara ServiceNow Platform Team added: "As one of the largest not-for-profit integrated health systems in the country, Sentara is dedicated to delivering exceptional patient care and innovative healthcare solutions."

"Sentara has already seen tremendous success with ServiceNow's AI solutions, allowing operational teams to handle more requests with ease and is excited to explore how agentic AI can further improve efficiency and patient experience as Sentara continues to expand."