--- title: ServiceNow AI Agents Reviews meta_title: 'ServiceNow AI Agents Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 462 reviews by the users' company size, role or industry to find out how ServiceNow AI Agents works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 462 scale: '5' date_modified: '2026-07-30' parent_category: name: Agentic AI url: https://www.g2.com/categories/agentic-ai --- # ServiceNow AI Agents Reviews **Vendor:** ServiceNow **Category:** [ AI Agent Builders Software](https://www.g2.com/categories/ai-agent-builders) **Average Rating:** 4.3/5.0 **Total Reviews:** 462 ## About ServiceNow AI Agents ServiceNow AI Agents act autonomously to get work done across IT, HR, customer service, app development, and every corner of your business. They proactively solve problems, drive exponential productivity, and handle everything from routine tasks to complex, multi-step processes. Built on a unified, open platform that combines AI, data, workflows, and security, ServiceNow AI Agents have real-time access to enterprise data from 450+ systems. Grounded in your business context, rules, and knowledge, they don't just recommend next steps. They execute work across any system in your enterprise, governed by your policies at every step. Choose from out-of-the-box agents or build custom ones with AI Agent Studio using natural language. Set guardrails, automate workflows, and deploy AI with governance and security built in from day one. The AI Agent Orchestrator coordinates teams of specialized agents to handle complex, multi-step workflows that single-agent solutions can't manage. For over 20 years, ServiceNow has powered work for the world's leading companies. 85% of the Fortune 500 trust ServiceNow, powering 80 billion workflows annually and over 100,000 AI use cases. Put AI to work for your people with ServiceNow. ## ServiceNow AI Agents Pros & Cons **What users like:** - Users appreciate the **efficiency** of ServiceNow AI Agents, benefiting from easy setup and powerful workflow automation. (21 reviews) - Users appreciate the **ease of use** of ServiceNow AI Agents, enabling efficient task automation and seamless workflows integration. (17 reviews) - Users value the **automation of repetitive tasks** with ServiceNow AI Agents, enhancing efficiency and reducing manual errors. (14 reviews) - Users appreciate the **easy integrations** of ServiceNow AI Agents, enhancing workflows and boosting efficiency for support teams. (11 reviews) - Users find ServiceNow AI Agents **highly effective for automating workflows** , enhancing speed and accuracy in issue resolution and communication. (7 reviews) - Users value the **quick and efficient bot creation** process, enhancing productivity and resolving issues proactively. (5 reviews) - Integrations (5 reviews) - NLP Capabilities (5 reviews) - Setup Ease (5 reviews) - Users highlight the **efficiency boost** provided by ServiceNow AI Agents, enhancing productivity through intelligent workflows. (4 reviews) **What users dislike:** - Users find that the **inaccuracy** of ServiceNow AI Agents leads to confusion and reduces trust in its effectiveness. (10 reviews) - Users express frustration with the **poor understanding** of ServiceNow AI Agents, leading to generic responses and confusion. (9 reviews) - Users find the **complex configuration** of ServiceNow AI Agents time-consuming and challenging for effective real-world application. (8 reviews) - Users find the **limited responsiveness** of ServiceNow AI Agents frustrating, as they struggle with nuanced questions and customization. (8 reviews) - Users find the **setup and customization process complex** , requiring significant learning and background knowledge to navigate effectively. (5 reviews) - Users find the **steep learning curve** for ServiceNow AI Agents can hinder initial setup and configuration efficiency. (5 reviews) - Limited Customization (5 reviews) - Expensive (4 reviews) - Users experience **application instability** with ServiceNow AI Agents, facing crashes and inaccurate responses during use. (2 reviews) - Connectivity Issues (2 reviews) ## ServiceNow AI Agents Reviews ### 1. Streamlines Help Desk Operations Efficiently **Rating:** 4.0/5.0 stars **Reviewed by:** Keysha F. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents help make our workflows easier and free up my agents for upskilling and training. It's great that they save time for my customers and reduce repeat calls for work that can be automated. **What do you dislike about ServiceNow AI Agents?** I do not have anything to share. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to reduce repeat calls and automate work at the Help Desk, which makes workflows easier and frees up my agents for upskilling and training, saving time for customers. ### 2. Powerful Automation with a Learning Curve **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** April 09, 2026 **What do you like best about ServiceNow AI Agents?** What I find most helpful about ServiceNow AI Agents is how much time they save on repetitive tasks. Things like ticket routing, answering common requests, or pulling information from knowledge bases can be handled automatically, which really reduces manual work day-to-day. **What do you dislike about ServiceNow AI Agents?** ServiceNow AI Agents are useful, but their performance depends heavily on setup and data quality. If not properly configured, responses can be generic or inaccurate, which reduces effectiveness. There’s also a learning curve when customizing workflows, and debugging automation isn’t always intuitive. Overall, they work well, but require ongoing tuning to get the most value. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help solve the problem of handling repetitive and time-consuming requests, such as ticket triaging and basic support inquiries. Before using automation, these tasks required manual effort and slowed down response times. ### 3. Intuitive Integration, But Performance Issues **Rating:** 3.0/5.0 stars **Reviewed by:** Jacob B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the simplicity of the process with ServiceNow AI Agents; anyone can make an agent or Agentic workflow. I also find the external A2A integration intuitive compared to other platforms. **What do you dislike about ServiceNow AI Agents?** I have frequent freezes and hangs during the process, and I have been unable to get at least half of the OOTB agents to work correctly. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate lots of repeatable ITSM tasks, and I appreciate the simplicity of creating agents and workflows. ### 4. Intuitive Conversational UI with Fast ROI and Seamless ServiceNow Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2026 **What do you like best about ServiceNow AI Agents?** Agent understand the user intent significantly deflecting routine tickets and delivering immediate ROI. The conversational UI/UX is highly intuitive for end-users, while the native integrations with our existing ServiceNow workflows make automated task resolution effortless. The system's performance is reliably fast even during peak hours, and the excellent out-of-the-box templates made our initial onboarding and setup incredibly smooth. **What do you dislike about ServiceNow AI Agents?** The initial setup and fine-tuning process can be quite complex and time-consuming. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We struggled with a high volume of repetitive Level 1 tickets. Now, AI Agents handle these automatically, saving our IT team hours of manual work each week. ### 5. Convenient and Professional Tool That Delivers **Rating:** 4.0/5.0 stars **Reviewed by:** Vikram S. | IT Communications and Knowledge Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about ServiceNow AI Agents?** This tool is convenient and professional, providing a blank canvas that encourages creativity. It also enhances your organization's credibility, and the user experience is excellent. **What do you dislike about ServiceNow AI Agents?** I dislike that ServiceNow AI Agents can feel overly rigid and limited in real-world scenarios. They often struggle with nuanced or scenario-based questions, and their responses can become repetitive or generic instead of adaptive. Setup and configuration can also be time-consuming, requiring very specific phrasing or workflows for the agent to behave correctly. Another frustration is their dependency on high-quality, well-structured data—if your knowledge base isn’t perfect, the AI’s accuracy drops quickly. Customization options exist, but deeper tailoring often requires development skills or costly add-ons. Lastly, the agents sometimes over-automate, offering suggestions or performing actions that don’t fully align with what the user actually intends, which can create confusion and reduce trust in the system. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents are solving several operational and efficiency challenges for me. They automate repetitive tasks like password resets, ticket triage, and basic troubleshooting, which reduces manual workload and speeds up response times. They also provide consistent, accurate answers pulled directly from the knowledge base, helping eliminate guesswork and improving service quality. Another big benefit is their ability to guide users through processes step-by-step, reducing errors and cutting down on back-and-forth communication. The AI Agents also improve overall visibility by categorizing and routing issues correctly, which helps teams prioritize work more effectively. Ultimately, they save time, reduce queue volumes, and allow human agents to focus on more complex or high-impact tasks, improving both productivity and user satisfaction. ### 6. Secure and Easy-to-Use Platform that Mitigates Costs **Rating:** 4.0/5.0 stars **Reviewed by:** Reynold R. | ServiceNow Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** February 12, 2026 **What do you like best about ServiceNow AI Agents?** I like the security that ServiceNow AI Agents offer and their ease of use. The platform is very intuitive, which makes it easy to use and interact with. The security it offers is also impressive, and it helps reduce costs. The ease of use and intuition of this tool make the initial setup very easy. **What do you dislike about ServiceNow AI Agents?** The optimization of internal processes would be a good starting point, and perhaps improve the platform a bit more and increase its quality. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to proactively solve problems, boosting the productivity of the IT department. Mitigate recurring incidents and reduce operational inefficiencies, authorizing workflows for different areas. ### 7. Opportunities of Agentic AI Product Improvement **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** The technology being available on servicenow **What do you dislike about ServiceNow AI Agents?** The licensing model is a mess and honestly, no one has an idea of how it works. The product is premature and needs a lot of work. The error troubleshooting is a pain, it doesn't say what the errors is. The code doesn't work on agent but the same code works on scripts background **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Its is gonna be a game changer and we have started building a lot of agents ### 8. Effortless Automation with ServiceNow AI Agents **Rating:** 4.5/5.0 stars **Reviewed by:** Avinash R. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate how easy it is to configure, trigger, and maintain ServiceNow AI Agents without any hassle. The agents streamline my work by automating tasks such as updating the CMDB based on conditions and some triggers. The initial setup was also easy, which made the integration process smooth. **What do you dislike about ServiceNow AI Agents?** The end-to-end automation doesn't work as well as it could. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for autonomous work, automating support tasks, and resolving repetitive incidents quickly. ### 9. User-Friendly Prompts Make Answers Easy **Rating:** 4.5/5.0 stars **Reviewed by:** Sharath M. | Principle Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** It’s more user-friendly, and with the given prompts, I can get answers easily. **What do you dislike about ServiceNow AI Agents?** It doesn’t always work for everything, and it needs to be leveraged across all applications. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** For developers, it generates code and makes coding easier. ### 10. Efficient Case Management, Needs Improved Security Setup **Rating:** 4.0/5.0 stars **Reviewed by:** hector L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents catches missing info, which helps in managing cases more efficiently. I also appreciate the customizable reports feature, as it allows me to tailor the data to my specific needs. **What do you dislike about ServiceNow AI Agents?** I find setting up custom security groups in ServiceNow AI Agents could be easier. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for case management input and it helps with employee relations. It catches missing info, which I find really helpful. ### 11. Eager Anticipation for Productivity Boost **Rating:** 4.5/5.0 stars **Reviewed by:** Jason Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the hands-off experience on certain tasks and the fast clearing of the jobs with ServiceNow AI Agents. It seems to offer a great way to solve complex issues like auto-assigning tasks based on agent availability or handling competitive manual tasks quickly and better. **What do you dislike about ServiceNow AI Agents?** no idea at this point **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents solve complex issues like auto-assigning tasks based on agent availability. I like the hands-off experience and fast job clearing. ### 12. Powerful but ROI is still forthcoming **Rating:** 3.5/5.0 stars **Reviewed by:** Dan W. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** This has the potential to reduce operational overhead for the service desk at the same time, potentially increasing their capacity to handle service request in incidents. **What do you dislike about ServiceNow AI Agents?** Need to better understand the budget implications and the need for additional sku’s that will required to properly govern and manage the service at enterprise scale. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** The collection documentation and population of incident dialogue and data as well as population into knowledge based articles. ### 13. Good Review **Rating:** 4.5/5.0 stars **Reviewed by:** Manisha V. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** What I like best about ServiceNow AI Agents is that they go beyond being just “AI assistants” and actually operate as an orchestrated digital workforce inside real enterprise workflows. Instead of only answering questions, they can reason, take action, collaborate with other agents, and complete multi-step processes across IT, HR, CRM, and security. **What do you dislike about ServiceNow AI Agents?** All is good , I don’t dislike anything as long as agent is good **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Productivity improvement in SR resolution ### 14. Breath of fresh air after a hot Sunday **Rating:** 5.0/5.0 stars **Reviewed by:** Ivan B. | Team Lead IT - ServiceNow **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** AI agents help us automate different tasks that would otherwise require a lot of concentration and dedication. They free up a lot of time and mental bandwidth, so we can focus on the harder work. **What do you dislike about ServiceNow AI Agents?** The first AI agent is like a first dollar the most hardest. It would be helpful to get examples of entry points for all levels of organizational maturity **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Saves us more time to do the important things ### 15. Great for Incident Deflection and Handling Routine Questions **Rating:** 4.5/5.0 stars **Reviewed by:** Dan T. | ITSM Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** That they help in not only incident deflection, but they get rid of the easy questions and ankle biters. **What do you dislike about ServiceNow AI Agents?** That they can sometimes take some time to setup and train properly and AI is never perfect. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** They are saving us valuable time by assisting in deflection and allowing the staff to focus more on the bigger issues than the smaller ones that can be a surprisingly big drain on time and resources. ### 16. Autonomous Mode Executes Tool Actions Seamlessly **Rating:** 5.0/5.0 stars **Reviewed by:** Sandesh B. | Principal software engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** I like how Autonomous Mode can carry out all the actions defined in the tools on its own, without me having to step in for each step. **What do you dislike about ServiceNow AI Agents?** I find it a bit difficult to validate both positive and negative test cases. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We’ve automated the classification of interactions from incoming emails, then create the corresponding incidents/RITMs based on that classification. From there, we also perform basic triage on the items that are generated. ### 17. Fast Issue Resolution, Out-of-the-Box Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Alex B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I find the out-of-the-box AI agents in ServiceNow AI Agents particularly valuable. They contribute to faster resolution across all services, helping me solve issues quickly with consistent ticket updates and detailed notes. **What do you dislike about ServiceNow AI Agents?** The implementation in a domain-separated instance can be challenging, as it involves different rules based on accounts. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for triage and categorization, getting faster resolutions across all services with consistent ticket updates and detailed notes. ### 18. Great work with AI Agents **Rating:** 4.0/5.0 stars **Reviewed by:** Natalie w. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** The ability for even users on my team, who don’t have a lot of experience with using AI agents for them to be able to learn grow and start utilizing these in their everyday scenarios has been fantastic **What do you dislike about ServiceNow AI Agents?** The lack of being able to utilize AI agents like Now Assist in PDI functionality is really difficult. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Trying really hard to reduce meantime to respond as well as looking to improve ROI ### 19. Great Development Ease, Struggles with Integration **Rating:** 3.0/5.0 stars **Reviewed by:** Shamika R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the ease of development with ServiceNow AI Agents. It can really help the velocity from development to production. The initial setup was fairly easy as well. **What do you dislike about ServiceNow AI Agents?** We struggle with integrating those within Virtual Agent. It is not supported natively and we open a lot of cases with support. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help deflect tickets in our ecosystem, boosting development to production velocity due to the ease of development. ### 20. AI Agents...almost there **Rating:** 3.0/5.0 stars **Reviewed by:** Alexis W. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like that they explore possibilities and options that may not be thought of. Further I like the plug and play to create. **What do you dislike about ServiceNow AI Agents?** It's not as easy to use or transform for our use case. Further, there doesn't seem to be good support or assistance on it. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We are on our first wave with AI agents mainly using it to bridge gaps across teams and speed up ticket resolution autonomously. ### 21. AI Agents are here **Rating:** 4.0/5.0 stars **Reviewed by:** Paavan R. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** Using AI agents expedites and improves existing workflows and processes we have, integrating seamlessly into what we have and where we're going. **What do you dislike about ServiceNow AI Agents?** As with AI as a whole, there's the limitations of the semi deterministic nature of AI, meaning most of the times it works, but when it doesn't its very difficult to fix. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Helps me improve existing workflows and doing automations on tasks that would otherwise need manual addressing ### 22. Revolutionized Our Incident Management with Speed and Precision **Rating:** 5.0/5.0 stars **Reviewed by:** Ravinder G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents helps automate incident management, especially when integrated with Slack. The speed and precision are impressive, and I appreciate the faster automation provided by the Now Agent feature. Additionally, setting up ServiceNow AI Agents wasn't hard, which made the initial experience smooth. **What do you dislike about ServiceNow AI Agents?** none at this time **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate incident management with Slack, speeding up processes by handling manual repetitive tasks. ### 23. Easy to Use but Setup Needs Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Doug e. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the ease of use with ServiceNow AI Agents, as it's easy to learn and navigate. One feature I particularly value is the knowledge base creation. **What do you dislike about ServiceNow AI Agents?** The setup needs to be easier, and implementing in the current instance is difficult. Also, the initial setup was not easy. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate manual processes and handle knowledge base requests, making it easier to learn and navigate. ### 24. Automates Incident Resolution with 24/7 Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Murali P. | Solution Architect, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents can automatically solve incidents without human intervention, which means there are no wait times for users to use the ServiceNow platform. I also appreciate the 24/7 support it provides. **What do you dislike about ServiceNow AI Agents?** Not sure about cost using these agents **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to build apps, update code, and create reports. It automatically solves incidents without human intervention, providing 24/7 support and reducing wait times. ### 25. Effortless Automation with ServiceNow AI Agents **Rating:** 5.0/5.0 stars **Reviewed by:** anuja u. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents for building applications and I really like the automation it provides. It helps in troubleshooting during the application-building process. I also use the ServiceNow AI Studio and so far, I don't have any complaints as I'm still exploring. **What do you dislike about ServiceNow AI Agents?** The prompts need to be very correct. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for building applications. It helps by troubleshooting and automating processes, which I really like. ### 26. Efficient and Cost-Effective Onboarding Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I find ServiceNow AI Agents to be simply excellent. They are cost effective and accurate, which really helps with managing cost and duration. The initial setup was simple, and I'm using it primarily to create automated onboarding processes. **What do you dislike about ServiceNow AI Agents?** It can be still easier rather than asking so many questions. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to create an automated onboarding process, helping with cost and duration. It's cost-effective and accurate. ### 27. Efficient Yet Occasionally Unavailable **Rating:** 4.0/5.0 stars **Reviewed by:** pooja s. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents are easier to use and quick for handling tasks. It's also useful for developing new features, which I find beneficial in my day-to-day operational and development tasks. The initial setup was easy too. **What do you dislike about ServiceNow AI Agents?** I dislike the intermittent unavailability of ServiceNow AI Agents. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for day-to-day operational and development items. It helps answer daily questions, making things easier and quicker. ### 28. Powerful Agent Automation, but Pricing Makes Adoption Tough **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2026 **What do you like best about ServiceNow AI Agents?** The ease of creation of agents, their ability to get data from ServiceNow tables, the auto categorization, auto resolution, auto summarization, log analyzer are a few capabilities that are best to use. **What do you dislike about ServiceNow AI Agents?** The pricing to get the agents is expensive making is hard to take it to customers **What problems is ServiceNow AI Agents solving and how is that benefiting you?** The AI agents are primarily helping to reduce the mundane effort primarily in the service desk and production support teams. Helps reduce the MTTR and MTTD. They also help in forecasting, summarization, knowledge search, make decision making easier, auto execute certain tasks. ### 29. Boosted Incident Management with Ease **Rating:** 4.0/5.0 stars **Reviewed by:** Johan S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents is easy to set up, which makes implementation straightforward for my team. It's also easy to see the return on investment, making it easier to sell the benefits to others. **What do you dislike about ServiceNow AI Agents?** a bit pricy **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for incident management, allowing fewer people to work as L1 support. It's easy to set up and see ROI, making it easier to sell. ### 30. Effortless Setup and Seamless Employee Information **Rating:** 5.0/5.0 stars **Reviewed by:** Ernest L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate that ServiceNow AI Agents keep employees informed and often eliminates the need for T1 support. I find it easy to set up, which is definitely a plus. I also like the way it learns how to adjust answers to ensure the role asking is informed correctly. **What do you dislike about ServiceNow AI Agents?** none at this point **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents keep employees informed and reduce the need for T1 support in many cases. ### 31. User-Friendly AI Agents with Customization Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Alexandra N. | Head of DC Infrastructure Foundation Processes **Reviewed Date:** November 20, 2025 **What do you like best about ServiceNow AI Agents?** I appreciate that ServiceNow AI Agents are built based on specific use cases, which makes them user-friendly and easier to integrate into our operations for tasks like CMDB and Change Management. I find it valuable that they offer the flexibility of using out-of-the-box solutions while also allowing customization to suit our specific environmental needs. This capability enables us to tailor the AI Agents effectively to our existing infrastructure, enhancing their usability and effectiveness for our particular requirements. The user-friendly nature and adaptability mean that our team can leverage their functionality without facing a steep learning curve, which is essential for maintaining efficiency. Thus, ServiceNow AI Agents stand out as a robust tool in our IT management toolkit, offering tailored solutions that match our operational demands seamlessly. **What do you dislike about ServiceNow AI Agents?** I find that most of the AI Agents are designed for an out-of-the-box environment, and if I have a customized environment, I need to invest more time to develop my own agent. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to improve data quality, governance, find patterns, and mitigate risks in CMDB and Change Management. ### 32. End-to-End Automation That Delivers Results **Rating:** 4.5/5.0 stars **Reviewed by:** uday n. | System Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2026 **What do you like best about ServiceNow AI Agents?** I really appreciate the end-to-end automation with ServiceNow AI Agents because it doesn't just automate steps, it takes ownership of the outcome. This has led to huge time savings for me, especially by eliminating waiting time and reducing the need for manual coordination in tasks. **What do you dislike about ServiceNow AI Agents?** The initial setup can be complex. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate workflows, reducing manual effort and repetitive tasks. It offers end-to-end automation, saving huge time by eliminating waiting time and reducing manual coordination. ### 33. Generative AI and Conversational Interface: A Mixed Bag **Rating:** 4.0/5.0 stars **Reviewed by:** eric s. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate the conversational interface of ServiceNow AI Agents. The generative AI makes interactions closer to human language engagement, which I find valuable. **What do you dislike about ServiceNow AI Agents?** The cost of the product is high, and the subscription model is difficult to navigate. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to reduce the cost of manual work, decrease workload, and improve data quality through its generative AI, making interactions more like human language engagement. ### 34. Quick Summaries, Simple Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Akanksha T. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate ServiceNow AI Agents for its speed and ability to quickly summarize data. It helps me by summarizing large topics and giving me points on data, making my tasks more efficient. I find the initial setup to be easy, which is a big plus. **What do you dislike about ServiceNow AI Agents?** nothing **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for fast, quick summaries of user data and code, and it helps me consolidate information. ### 35. Boosts Productivity with Ease **Rating:** 4.0/5.0 stars **Reviewed by:** Kelli B. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents to create forms. It helps make the process quicker, saving time and allowing me to get more work done faster. I also find the Now Assist feature valuable. The initial setup of ServiceNow AI Agents was easy. **What do you dislike about ServiceNow AI Agents?** I don't have anything specific **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We have a lack of employees and AI agents help us get more work done with less people ### 36. Effortless Workflow Creation with ServiceNow AI **Rating:** 5.0/5.0 stars **Reviewed by:** Olivia W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the ease of use of ServiceNow AI Agents, which makes it simple to build new workflows. I also found the initial setup to be very simple. **What do you dislike about ServiceNow AI Agents?** I find the understanding of the challenges by ServiceNow AI Agents to be lacking, and it could improve on providing better context. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for building new workflows and solving HR workflows problems. ### 37. Boosts Efficiency by Eliminating Repetitive Tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Graeme F. | Head of IT Service Delivery , Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the speed in which ServiceNow AI Agents are able to resolve cases and also the time saved. It removes repetitive tasks for my team, making our work more efficient. The initial setup was really easy and well documented. **What do you dislike about ServiceNow AI Agents?** it would be good to have agents for supply chain and logistics **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents remove repetitive tasks and save time, resolving cases quickly. ### 38. AI Agent results in Agent Improvments **Rating:** 4.5/5.0 stars **Reviewed by:** Paul O. | Senior Product Owner, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** I like how easy it is to deploy using the out-of-the-box capabilities. It’s also straightforward to copy an agent and then modify the instructions and prompts as needed. **What do you dislike about ServiceNow AI Agents?** It’s hard to get a clear view of what will be included in the next release. We’re pushing to use OOTB agents as much as possible. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Enrich the ticket information, speed up resolutions and knowledge creation. ### 39. Effortless Automation and Enterprise-Grade AI with ServiceNow AI Agents **Rating:** 5.0/5.0 stars **Reviewed by:** Praveen K. | Data and AI expert, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2025 **What do you like best about ServiceNow AI Agents?** What I like best about ServiceNow AI Agents ServiceNow AI Agents make automation feel effortless. They go beyond chatbots — taking real actions like updating tickets, resolving issues, and triggering workflows directly within the Now Platform. I love how they combine conversational AI with enterprise-grade security and context awareness. Setup is easy with low-code tools, and the agents continuously learn from interactions. In short, they turn conversations into outcomes while maintaining accuracy, trust, and compliance. **What do you dislike about ServiceNow AI Agents?** What I dislike about ServiceNow AI Agents While ServiceNow AI Agents are powerful, the setup and tuning process can feel complex at first — especially when mapping intents and integrating with existing workflows. Their performance also depends heavily on the quality of data and process definitions within the platform. Additionally, pricing and licensing can be a concern for smaller teams, as AI capabilities are often tied to premium ServiceNow tiers. More flexibility in LLM customization and analytics would make the experience even better. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I’m using ServiceNow AI Agents to streamline PLM (Product Lifecycle Management) workflows and eRMT to find a candidate. Tasks like ticket classification, routing, and status updates for product issues used to be manual and error-prone. Now, AI Agents automatically understand the context, classify tickets, and trigger the right actions, which saves time and reduces mistakes. This has improved turnaround times, ensured more consistent handling of product-related issues, and allowed the team to focus on higher-value activities like product improvements and design optimization. ### 40. Effortless Setup, Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** Jitendra D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I find ServiceNow AI Agents easy to use, which is a big plus. The AI agent is helpful in planning, and the initial setup was easy. **What do you dislike about ServiceNow AI Agents?** I need to explore more about ServiceNow AI Agents. Specifically, the strategy connection with execution in CWM might require more focus or enhancement. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for role-based reporting and planning. It's easy to use. ### 41. Intuitive Setup and Efficient Ticket Deflection **Rating:** 4.5/5.0 stars **Reviewed by:** R J. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the consistent look and feel of ServiceNow AI Agents, which makes it easy to utilize. The mobile app and agents are helpful for our large employee population. The AI Agent setup has been intuitive to date. **What do you dislike about ServiceNow AI Agents?** We are looking for ways to better integrate Oracle data. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help with case or ticket deflection, making IT service request handling efficient. ### 42. Reliable AI Tool with Outstanding Support **Rating:** 5.0/5.0 stars **Reviewed by:** Mariana C. | IT Support Lead, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2025 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents are easy to use, making my tasks more manageable. I also appreciate how responsive the service is, which enhances my tech support experience. Additionally, I value its fluency in handling tasks effectively. **What do you dislike about ServiceNow AI Agents?** I think there are a lot of steps in the initial setup. It's okay, but it could be simpler. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for tech support, handling passwords, account resets, and network issues easily. ### 43. Fast Delivery and Effective Implementation **Rating:** 5.0/5.0 stars **Reviewed by:** Holger A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the fast delivery that ServiceNow AI Agents offers, which helps with the faster speed of delivering functionality. The initial setup worked fine. **What do you dislike about ServiceNow AI Agents?** I dislike that there's a need for even more support, especially for things like UI Builder. It would be nice to have more help or resources in these areas. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents speed up implementation and deliver functionality faster. ### 44. Streamlined Knowledge Access with Easy Setup **Rating:** 4.0/5.0 stars **Reviewed by:** Karthik K. | Principal AI Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents help by allowing quicker lookup of knowledge articles. The connectors to knowledge articles make a real difference in finding information faster. The initial setup was pretty easy, which was a pleasant surprise. **What do you dislike about ServiceNow AI Agents?** I think there could be more additional connectors available. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for quicker lookup of knowledge articles, helping me find information faster. ### 45. ServiceNow AI agents **Rating:** 3.0/5.0 stars **Reviewed by:** Richard C. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** AI agents are still relatively new at ServiceNow; however, the technology is improving and increasingly allowing customers to configure them based on their needs. **What do you dislike about ServiceNow AI Agents?** There are use cases that would be more relevant for AI agents, but the rigid framework doesn’t allow it to be used extensively. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Automation of repetitive tasks that our field engineers perform multiple times on a daily basis ### 46. Great for Agent-to-Agent Connections and Cross-Platform Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Sanit S. | Digital Marketing Intern, Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2026 **What do you like best about ServiceNow AI Agents?** Its helps in building agent to agent connections and also helps in cross platform integration **What do you dislike about ServiceNow AI Agents?** It has a complex setup, lack of API features and also gives generic responses **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Assist in agent to agent collaboration and helps in cross platform integration ### 47. Efficient Incident Resolution, Needs Web Connectivity **Rating:** 4.5/5.0 stars **Reviewed by:** Shahin C. | Network Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate having a machine to interact with while working, and I find the overall experience with ServiceNow AI Agents to be awesome. The initial setup was quite easy. **What do you dislike about ServiceNow AI Agents?** I wish it could be connected to the web for more content or better answers. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to resolve incidents, generate KBs, and create resolution notes for our ITSM pod. ### 48. Efficient Task Automation with Seamless Configuration **Rating:** 4.5/5.0 stars **Reviewed by:** Ignaz F. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the simple configuration of ServiceNow AI Agents and the availability of many out-of-the-box agents. The metadata extraction feature is great as it speeds up contract handling. These aspects make my tasks easier to manage. **What do you dislike about ServiceNow AI Agents?** none **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for autonomous, simple admin tasks. It handles summarization, routing, and analysis, and the metadata extraction speeds up contract handling. ### 49. Tightly Coupled Orchestration of SNOW Agents **Rating:** 4.0/5.0 stars **Reviewed by:** Ramyajit C. | Packaged App Development Senior Analyst, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2026 **What do you like best about ServiceNow AI Agents?** They feel more native and are embedded very thoughtfully, which creates a good end-user experience. Another strong point is that it’s very easy to orchestrate a critical operation smoothly and with confidence. **What do you dislike about ServiceNow AI Agents?** These are very tightly coupled, outside of ServiceNow, they don’t perform exceptionally well, and this is something which can be drastically improved. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Currently it is very efficient to segregate specific incidents to specific buckets, which are in turn rerouted to responsible developer team for analysis on the same. ### 50. Scalable AI that actually delivers value **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick K. **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** ServiceNow AI Agents significantly improve efficiency by automating repetitive tasks and accelerating ticket resolution. The seamless integration into existing workflows and strong customization capabilities make it a practical solution for enterprise-scale operations. **What do you dislike about ServiceNow AI Agents?** Requires strong data quality and continuous tuning to deliver reliable results. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** They reduce manual effort and speed up workflows, resulting in faster resolutions and more consistent service delivery. - [View ServiceNow AI Agents pricing details and edition comparison](https://www.g2.com/products/servicenow-ai-agents/reviews?page=4&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-30+11%3A59%3A32+-0500&secure%5Bsession_id%5D=fe8b14c0-d3c4-4750-8f36-c18596e4165f&secure%5Btoken%5D=2d08981daa3999a12deea7922a32731ea78bd37ba8b56988f19cd2cfb3a25ec4&format=llm_user) ## ServiceNow AI Agents Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Apache Kafka](https://www.g2.com/products/apache-kafka/reviews) - [AWS Adapter for OIC](https://www.g2.com/products/aws-adapter-for-oic/reviews) - [Azure DevOps Server](https://www.g2.com/products/azure-devops-server/reviews) - [Businessolver](https://www.g2.com/products/businessolver/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Darwinbox](https://www.g2.com/products/darwinbox/reviews) - [Databricks](https://www.g2.com/products/databricks/reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) - [Gemini](https://www.g2.com/products/google-gemini/reviews) - [Icertis Contract Management Software](https://www.g2.com/products/icertis-contract-management-software/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [New Relic Intelligent Observability](https://www.g2.com/products/new-relic-intelligent-observability/reviews) - [Nexthink](https://www.g2.com/products/nexthink/reviews) - [ODO](https://www.g2.com/products/odo/reviews) - [Oracle Java Cloud Service](https://www.g2.com/products/oracle-java-cloud-service/reviews) - [Oracle PeopleSoft](https://www.g2.com/products/oracle-peoplesoft/reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - [Qlik Talend Cloud](https://www.g2.com/products/qlik-talend-cloud/reviews) - [Qualys Asset Inventory CMDB Sync](https://www.g2.com/products/qualys-asset-inventory-cmdb-sync/reviews) - [SAP Business One](https://www.g2.com/products/sap-business-one/reviews) - [SAP Cloud ERP (SAP S/4HANA Cloud)](https://www.g2.com/products/sap-cloud-erp-sap-s-4hana-cloud/reviews) - [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Tenable Vulnerability Management](https://www.g2.com/products/tenable-vulnerability-management/reviews) - [Teneo.ai](https://www.g2.com/products/teneo-ai/reviews) - [Workday HCM](https://www.g2.com/products/workday-hcm/reviews) ## ServiceNow AI Agents Features **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Customization - AI Agent Builders** - Natural Language Configuration - Tone Customization - Security Guardrails **Automation - AI IT Agents** - Document Processing - Feedback Collection **Natural Language Interaction - Conversational Interface Agents ** - Natural Language Query Understanding - Multi-Turn Conversation Management - Voice & Text Interface Support **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Functionality - AI Agent Builders** - Omni-channel Support - Agent Branding - Proactive Response Capabilities - Seamless Human Escalation **Autonomy - AI IT Agents** - Adaptive Responses - Task Execution - Independent Decision Making - Problem Solving **Intent & Action Handling - Conversational Interface Agents ** - Data Retrieval from Connected Systems - Intent Recognition & Mapping - Action & Workflow Triggering **Generative AI** - AI Text Generation - AI Text Summarization **Data and Analytics - AI Agent Builders** - Analytics & Reporting - Contextual Awareness - Data Privacy Compliance **IT Ticket Management - AI IT Agents** - Ticket Status Updates - SLA Monitoring - Ticket Categorization - Ticket Assignment - Automated Ticket Creation **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Context & Personalization - Conversational Interface Agents ** - Conversation Context Persistence - User Identity & Permission Awareness **Integration - AI Agent Builders** - Workflow Automation - API Usage - Platform Interoperability - CRM Data Integration **IT Support Automation - AI IT Agents** - Knowledge Base Utilization - Workflow Automation - Real-Time Troubleshooting - User Self-Service Assistance - Proactive Issue Detection **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Enterprise Integration & Deployment - Conversational Interface Agents ** - Enterprise Application Integrations - Security & Access Controls **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top ServiceNow AI Agents Alternatives - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - 4.3/5.0 (1,163 reviews) - [UiPath Agentic Automation](https://www.g2.com/products/uipath-agentic-automation/reviews) - 4.6/5.0 (6,136 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,725 reviews)