--- title: ServiceNow AI Agents Reviews meta_title: 'ServiceNow AI Agents Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 475 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: 475 scale: '5' date_modified: '2026-08-10' 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:** 475 ## 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. Seamless Service Now Fit That Automates Requests and Speeds Up Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** June 15, 2026 **What do you like best about ServiceNow AI Agents?** I like how it fits naturally into the existing Service Now environment. We were able to automate a number of repetitive service requests and give users quicker responses without having to redesign our process. The AI agent also makes it easier to surface relevant information from our knowledge base, which has helped reduce the workload for the support teams. **What do you dislike about ServiceNow AI Agents?** While the platform is powerful, getting the best results requires some upfront configuration and ongoing optimization. The quality of the responses depends heavily on the underlying knowledge content, so maintaining that content is important. There’s also a learning curve for teams that are new to AI-driven automation. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We are using it to automate common support interactions and handle requests more effectively. This has reduced manual effort for our service desk team, improved response times, and allowed agents to focus on more complex issues. Users are also able to find answers faster through the self-service options. ### 2. Well-Integrated AI Agents That Automate Tasks and Boost Support Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Tapan D. | System Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2026 **What do you like best about ServiceNow AI Agents?** ServiceNow's AI capabilities are well integrated into the broader platform rather than feeling like a standalone add-on. The AI Agent features help automate routine tasks, improve self-service experiences, and assist support teams in resolving issues more efficiently. **What do you dislike about ServiceNow AI Agents?** The platform can have a steep learning curve, especially for organizations new to ServiceNow. Configuring advanced AI workflows often requires platform expertise, and some use cases may need additional customization before delivering maximum value. Cost can also be a consideration for some. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agent helps reduce manual effort for repetitive support and operational tasks. By automating common requests and providing intelligent assistance to users and agents, it improves response times and operational efficiency. ### 3. Streamlined Workflow Automation with Inconsistent Results **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User | Enterprise (> 1000 emp.) **Reviewed Date:** June 12, 2026 **What do you like best about ServiceNow AI Agents?** I love how ServiceNow AI Agents makes creating a form faster with descriptions and how agent-to-agent communications facilitate faster workflows. The text-to-action workflows are the best part for me, as prompting gives actionable items in the workflow. I appreciate that the single data model provides access to all the context needed for my workflows. This feature allows me to generate any data or report I need. Furthermore, the initial setup of ServiceNow AI Agents was very quick and easy. **What do you dislike about ServiceNow AI Agents?** I'm still exploring the whole agent ecosystem. The problem is inconsistency in results. The same prompts don’t guarantee similar outcomes, and this is the biggest challenge. Prompting should be reliable, at least after testing. If I say create a workflow with a specific command, I expect a consistent result with the same prompt. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for automating service request form creation, speeding up agent communications, and enabling faster workflows. Creating forms is quicker with descriptions, and text-to-action workflows provide access to necessary data and reports. ### 4. ServiceNow AI Agents Streamline Workflows and Save Time **Rating:** 4.5/5.0 stars **Reviewed by:** Rory R. | ServiceNow Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2026 **What do you like best about ServiceNow AI Agents?** ServiceNow Ai Agents I like how easy it is to connect AI Agents with existing to our existing workflows and features such as AI search, knowledge Management and workflow automation help streamline our daily opertions, making smoother and saving a lot if time. **What do you dislike about ServiceNow AI Agents?** There’s still room to improve accuracy. Every so often, the agent gives responses that I have to double check and confirm before I feel comfortable sharing them with users. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help our IT operations team automate routine tasks and reduce manual effort and this has made it easier for us to resolve requests more fastest while keeping our processes consistent and reliable. ### 5. Highly Customizable Agents That Build a Strong Knowledge Base for Leaner Operations **Rating:** 5.0/5.0 stars **Reviewed by:** Pieter E. | Head of Service Transformation, Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** The ability to customize the agents to a specific business need is key. Helping front line incidents build a valuable knowledge base to utilize for automated workflow activation. It will help shift our business from having a heavy loaded front line team to a lean approach whilst focusing on the improvement activities and understanding where else we could implement more agents. **What do you dislike about ServiceNow AI Agents?** What I would like to see is an AI agent that could tap into efficiencies early on without having a complete CMDB - In essence, suggest an approach to speed up adoption whilst building a CMDB **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Speed of delivery and actions around repetitive tasks. Reduce the need for multiple bums on seats. Reduce MTTR and improve customer experience whilst providing the support teams with clean elements for enriching incident date. ### 6. ServiceNow AI Agents Save Time and Catch Configuration Issues Early **Rating:** 5.0/5.0 stars **Reviewed by:** Markus B. | CMDB Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2026 **What do you like best about ServiceNow AI Agents?** Integrating ServiceNow with the CMDB and Discovery tools has been very useful for our team and AI agents make it easier to catch configuration issues early and suggest practical recommendations. When I’m handling asset related tasks, they save me a lot of time versus having to manually review and cross check records. **What do you dislike about ServiceNow AI Agents?** Some recommendations still need to be manually verified before they can ve implemented and in larger environments the setup process for ServiceNow AI Agents can take a significant amount of time. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It helps us keep our configuration data cleaner and makes troubleshooting faster, so our infrastructure team spends less time digging through routine issues. ### 7. Streamlines IT Operations with Effective Automation **Rating:** 4.5/5.0 stars **Reviewed by:** Soumya Ranjan P. | Associate Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** April 22, 2026 **What do you like best about ServiceNow AI Agents?** I really appreciate how ServiceNow AI Agents automate repetitive tasks like ticket categorization and prioritization, which reduces manual effort and improves response times. It's valuable because it significantly improves operational efficiency and reduces human error by allowing AI agents to handle high-volume, low-complexity tasks like ticket categorization and routing. Also, the initial setup was clear and a bit easy, as the documents provided step-by-step instructions. **What do you dislike about ServiceNow AI Agents?** AI agents can be improved in handling complex queries, initial setup and training, natural language nuance, and have integration gaps. There's a need to enhance natural language understanding to interpret multi-intent queries and to use contextual data across ServiceNow modules for richer, more accurate responses. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for IT operations, automatically categorizing incidents and routing tickets, which reduces manual effort and improves response times while minimizing human error. ### 8. Effortless Setup, Enhances Efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Michael W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like ServiceNow AI Agents because they provide true practical use cases that help increase production and efficiency of our human and non-human assets. I find it valuable that they free up human resources, offering substantial opportunities to boost production, which can translate directly to monetary value. The initial setup of ServiceNow AI Agents was extremely simple, and it's easy to use and configure. **What do you dislike about ServiceNow AI Agents?** Currently, there are some directives that are not solved for across the estate from a platform perspective. Other than current limitations due to what is readily available we've been able to use AI Agents to an increased potential. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to handle mundane tasks autonomously, freeing up human resources. This increases production and efficiency, directly translating to a monetary value. ### 9. Streamlines DevOps with Robust Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Mid-Market (51-1000 emp.) **Reviewed Date:** June 03, 2026 **What do you like best about ServiceNow AI Agents?** I enjoy using ServiceNow AI Agents most when they reduce manual DevOps work around incidents, changes, and troubleshooting. They work especially well for summarizing incidents, checking recent deployments, suggesting probable root causes, pulling relevant runbooks, and assisting with change risk reviews. For DevOps, the real value comes when AI Agents are connected with CMDB, monitoring tools, CI/CD pipelines, and past incident data, as this supports faster triage and lower MTTR. **What do you dislike about ServiceNow AI Agents?** A few things I think could be improved: ServiceNow AI Agents are useful, but sometimes they depend heavily on how clean and complete the CMDB, incident history, and knowledge base are. If the underlying data is outdated or incomplete, the suggestions may not be very accurate. For DevOps, I would like better integration with tools like Kubernetes, Azure DevOps/GitHub Actions, monitoring platforms, and deployment history. The agents should be able to correlate alerts with recent releases, infra changes, logs, and runbooks more accurately. Also, for production incidents, AI recommendations need to be more transparent. I want to know why it suggested a root cause or action before trusting it during high-pressure troubleshooting. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for end-to-end onboarding and reducing manual DevOps work. They summarize incidents, check deployments, suggest root causes, and aid in change risk reviews, supporting faster triage and reducing MTTR. ### 10. Streamlined Service Desk with Conversational AI **Rating:** 4.0/5.0 stars **Reviewed by:** manoj k. | 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 is conversational, making interactions smoother and more natural. It's easy to configure, which simplifies the setup process a lot. Additionally, it helps our service desk agents get the help they need from knowledge articles quickly and reduces the resolution time on tickets. I also found it quite easy to enable the skills, which is definitely a plus. **What do you dislike about ServiceNow AI Agents?** I still see some issues while enabling the Agentic AI use cases. Some features while enabling the MFA reset use case had some challenges, which were fixed after opening a Hi ticket. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for password resets and to help our service desk agents quickly get the help they need from knowledge articles, reducing resolution time on tickets. ### 11. Efficient Document Analysis, Needs Improvement on Accuracy **Rating:** 5.0/5.0 stars **Reviewed by:** Laxmi G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents for reducing manual effort and transforming how we automate processes. I appreciate that once configured, they are pretty much on auto-pilot, which is super handy. We implemented the document analyzing agent, and it helps our analysts by extracting specific information from documents over 200 pages, which drastically cuts down on manual review time. The initial setup was pretty easy. **What do you dislike about ServiceNow AI Agents?** The agents hallucinate much. If we ask it to get information on dates, it gets the current date even though a different date is mentioned. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to reduce manual effort and automate processes, like analyzing documents over 200 pages. Once configured, they operate almost on autopilot, extracting information and aiding analysts in reviewing extensive documents. ### 12. Proof of Concept Implementation **Rating:** 4.0/5.0 stars **Reviewed by:** Ryan M. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** What stands out most about ServiceNow AI Agents is how seamlessly they integrate into existing workflows, enabling automation without heavy reconfiguration. They reduce manual effort by handling repetitive tasks, improve response times, and provide consistent, data-driven decisions. Their ability to learn from interactions and continuously improve also makes them more effective over time. **What do you dislike about ServiceNow AI Agents?** One drawback is that setup and customization can be complex, especially for teams without deep ServiceNow expertise. The AI may also require ongoing tuning to deliver accurate results, and costs can add up depending on usage and licensing. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help reduce manual workload by automating repetitive tasks like ticket handling and request routing. This speeds up response times, improves consistency, and frees up time for more strategic work. ### 13. Automates Processes but Needs Improved Script Precision **Rating:** 4.0/5.0 stars **Reviewed by:** Meena A. **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate how ServiceNow AI Agents automate the manual process by making decisions on their own and chaining tools together. This feature was particularly helpful for me when deploying a use case that involved triggering quick discovery, where the AI agents automatically create tickets for unsuccessful discovery scan failures. **What do you dislike about ServiceNow AI Agents?** I faced issues with the script's timeouts and wish they could be more accurate and precise. It needs to adhere more closely to the ServiceNow Table structure and not make assumptions. The setup was a bit of a struggle, particularly with enabling the AI search, which took some time. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to eliminate manual processes, automate decision-making, and integrate tools. It helps trigger quick discoveries and create tickets for failed scans. ### 14. Smooth Orchestration Layer with Effortless Implementation and Debugging **Rating:** 5.0/5.0 stars **Reviewed by:** Amitoj W. | Associate Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** The best thing about the AI agent is that its orchestration layer is very smooth—better than other products. I also really appreciate the ease of use, the ease of debugging, and how straightforward it is to implement. **What do you dislike about ServiceNow AI Agents?** The only thing I dislike is that when I ask a question, sometimes it gives multiple answers for a single question. Like it hallucinates often... **What problems is ServiceNow AI Agents solving and how is that benefiting you?** We implemented Office 365 integrations with the ServiceNow AI agent so that, when we ask from the Now Assist panel, it can pull data from Microsoft Outlook (for example), process it, and provide a quick response without us having to do anything manually. Also, we are integrating our AI agents with Google Gemini via A2A and getting better business/functional insights. ### 15. Automates ServiceNow Requests and Delivers Major Time Savings **Rating:** 5.0/5.0 stars **Reviewed by:** Byron C. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about ServiceNow AI Agents?** It makes managing ServiceNow requests significantly less time-consuming. What would normally take an analyst 10 minutes to fill out and log is now completely automated. Multiply that by the dozens of ServiceNow requests created each day, and you get major time savings. **What do you dislike about ServiceNow AI Agents?** It took some time and a gradual rollout before we felt comfortable letting the agents handle more requests. At first, we started with simpler requests that we could closely monitor. We’re still working through adoption, though, because there isn’t an easy, clear way to get comfortable with the agent’s actions without having historical evidence and ongoing monitoring. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It helps eliminate the non-value-add tasks analysts have to do every day—mainly the logging and administrative parts of the job. As a result, analysts have more time to focus on higher-value work. ### 16. Effortless No-Code AI Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Craig V. | Senior Infrastructure Engineer, Health, Wellness and Fitness, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate that with ServiceNow AI Agents, explicit coding isn't required, and explicit logic isn't necessary because I can use natural language requirements to create an agent. This no code/low code approach means it doesn't require tons of training onboarding, which means more people can create applications that help them in their roles. **What do you dislike about ServiceNow AI Agents?** I think one downside is that additional licensing is needed. Also, there's a need for training and upskilling of traditional developers to learn the new methods and concepts. Another concern is making sure the most up-to-date methods are being used to generate the bot, instead of relying on older best practices. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents enable rapid app development, facilitate agent communication, and support tasks through natural language interaction. ### 17. Streamlined Setup with Fast Solution Delivery **Rating:** 5.0/5.0 stars **Reviewed by:** Bernie K. | Manager, Service Operations, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I find the ease of use and setup of ServiceNow AI Agents to be the best, as it allows us to fail fast and make adjustments easily. I appreciate how it speeds up the time to solutions, with complex tasks being completed in days or even hours instead of weeks. I also like how prompts are handled, as it does a great job of separating different aspects of the prompt, enabling us to keep things clean. **What do you dislike about ServiceNow AI Agents?** It is still buggy. Sometimes you get popups when you shouldn't, and it is annoying. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to string together different AI skills, providing faster time to solutions and saving time. It's easy to use, enabling quick adjustments and clean prompt management. ### 18. Automates Tasks, Needs Better Problem Solving **Rating:** 5.0/5.0 stars **Reviewed by:** Amit R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like ServiceNow AI Agents for their ability to automate processes, which frees up agent time to focus on bigger issues. I think this capability will really enhance the speed to work once fully implemented. **What do you dislike about ServiceNow AI Agents?** I think making it more 'Agentic' would be helpful. It would be better if it could fix the problem for the user rather than just making recommendations. Also, the initial setup takes time to learn, and it's important to find a good partner to work with. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I hope ServiceNow AI Agents solve better resolution, create knowledge bases, and workflows. The biggest benefit I see is speed to work. I like the ability to automate, which frees up agent time to focus on bigger issues. ### 19. Automates Work Effectively Despite Challenging Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan A. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents to help automate and improve the way we work. The AI agents are useful in spotting issues that we might not be aware of and implementing solutions for smarter work. I'm excited about the initial implementation phase to see what more it can do. I've been implementing the AI agents chat to help resolve basic issues and reduce work for the service desk. **What do you dislike about ServiceNow AI Agents?** I think the pricing can be challenging, so a better ROI to show value to the business would be helpful. The initial setup was somewhat challenging. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate work, spot unnoticed issues, and implement solutions. The AI chat reduces service desk workload by resolving basic issues. ### 20. Pros and Cons of SNOW AI Agent **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2026 **What do you like best about ServiceNow AI Agents?** Automate repetitive work — they can handle common IT, HR, customer service, and operations tasks without constant human intervention. Work inside workflows — they’re built into ServiceNow’s platform, so they can act on tickets, requests, incidents, and approvals directly. Natural language interaction — users can ask for help in plain English, making support easier and faster. Faster resolution times — AI agents can triage, suggest fixes, route issues, and even resolve some requests automatically. 24/7 availability — they can support users any time, even outside business hours. **What do you dislike about ServiceNow AI Agents?** Needs good data — poor-quality or incomplete data in ServiceNow can lead to weak results.Security and compliance concerns — AI agents may need strict controls around access, approvals, and sensitive data. User trust issues — employees may hesitate to rely on AI if responses feel inconsistent. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** oo many repetitive requests Things like password resets, access requests, ticket routing, status checks, and standard FAQs take up a lot of human time. Slow service delivery Employees and customers often wait too long for responses, approvals, or resolutions. Ticket overload for support teams Service desks can get flooded with simple, repetitive issues, leaving less time for complex work. Inconsistent service quality Human agents may answer questions differently or miss steps in a process. ### 21. Efficient, Compliant Automation with Seamless ServiceNow Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Shantanu A. | Specialist Excellence in Data Analytics at IHG Hotels & Resorts, Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2026 **What do you like best about ServiceNow AI Agents?** It is their ability to combine automation with intelligence in a practical business environment. They don’t just respond to queries — they understand context, route tasks accurately, and trigger the right workflows without manual intervention. From a data and operations perspective, I appreciate how they reduce repetitive workload such as ticket categorization, prioritization, and approvals. This improves SLA performance and allows teams to focus on higher-value analytical and strategic tasks. Another strong point is their seamless integration with existing ServiceNow modules, which ensures better visibility, traceability, and governance. The built-in analytics also help identify recurring issues and process bottlenecks. Overall, the biggest advantage is efficiency with control — automation that still maintains compliance, transparency, and structured workflows. **What do you dislike about ServiceNow AI Agents?** As a Data Analytics Lead, one limitation I see with ServiceNow AI Agents is that their effectiveness heavily depends on data quality and proper configuration. If historical ticket data is inconsistent or poorly categorized, the AI may misclassify requests or provide inaccurate recommendations. Another challenge is initial setup complexity. Implementing AI Agents requires careful workflow design, training data preparation, and continuous tuning. Without proper governance, there is also a risk of over-automation where edge cases are not handled correctly. Additionally, in some scenarios, AI responses can lack deeper business context, especially for complex or cross-functional issues. This means human oversight is still necessary to ensure accuracy and reliability. Overall, while powerful, they require strong data governance and ongoing monitoring to perform optimally. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It solve several operational and service management challenges that organizations commonly face. One major problem is manual ticket triaging and routing. Earlier, support teams had to review, categorize, and assign tickets manually, which caused delays and SLA breaches. AI Agents now automatically classify, prioritize, and route requests to the correct teams, significantly reducing response time. Another problem is repetitive administrative tasks such as approvals, follow-ups, and status updates. AI-driven workflow automation removes these bottlenecks, improving process consistency and reducing human error. They also address limited visibility into service trends. By analyzing historical incidents, AI Agents help identify recurring issues and bottlenecks, enabling proactive problem management rather than reactive firefighting. For me as a Data Analytics Lead, the benefit is clear: reduced operational workload, faster turnaround time, improved SLA performance, better data-driven insights, and more time for the team to focus on strategic analytics instead of routine tasks. ### 22. Builds Your Reputation While You Sleep **Rating:** 4.5/5.0 stars **Reviewed by:** SOMIA F. | Adjunct Faculty Computer Science, Enterprise (> 1000 emp.) **Reviewed Date:** April 08, 2026 **What do you like best about ServiceNow AI Agents?** valued for their ability to autonomously manage multi-step workflows, providing 24/7 service automation across IT, HR, and customer service. Key strengths include reducing manual workload through intelligent incident resolution, seamless integration with existing enterprise systems, and enhancing efficiency by handling routine tasks. **What do you dislike about ServiceNow AI Agents?** ServiceNow Al Agents are primarily criticized for high implementation complexity, steep licensing costs, and the risk of hallucinations, often requiring extensive, specialized expertise to configure effectively. Users also report that agents can struggle with complex, non-obvious scenarios and require high-quality, well-structured data to avoid inaccurate, generic, or poorly categorized responses. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow Al Agents solve the problem of fragmented, slow, and manual workflows by autonomously resolving IT, HR, and customer service issues. They enable 24/7, personalized self-service, automating routine tasks-like ticket routing and onboarding-which drastically improves operational efficiency, lowers costs, ### 23. Efficient Incident Management with Customization Challenges **Rating:** 4.5/5.0 stars **Reviewed by:** Ravi Teja K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents helps reduce the incident resolution time by allowing analysis of incidents for similar ones and related knowledge base articles. It avoids the need for users to manually check for similar incidents and makes the process more efficient. Plus, the initial setup was quick. **What do you dislike about ServiceNow AI Agents?** Building custom AI agents is not easy. I tried to include more fields in the incident triage and categorize AI agent and was unsuccessfukl. The agent couldn't populate the fields, and results are inconsistent. I think maybe my script has errors. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help by analyzing incidents to check for similarities and find relevant KB articles, reducing incident resolution time. It prevents manual searches and improves efficiency. ### 24. ServiceNow AI Agents: Seamless Workflow Fit and Easy Scalability **Rating:** 4.0/5.0 stars **Reviewed by:** Brian K. | Instructional Technology Coach, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2026 **What do you like best about ServiceNow AI Agents?** What I like best about ServiceNow AI Agents is how smoothly they fit into our existing workflows without requiring a major process overhaul. It’s also easy to scale by adding new agents within our current environment. **What do you dislike about ServiceNow AI Agents?** Setup and configuration can take some time, especially when workflows are complex or need a lot of customization. That said, the documentation makes it fairly easy to find guidance on many of these items. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It’s helping our help desk by reducing the number of people who need to respond to routine calls, and it’s increasing our ROI. ### 25. Time-Saving Case Summarization with Easy Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Kim S. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents save hours of review time for our team, especially since we are just getting started with it. Having good case notes that provide a solid summary is extremely helpful. I find it valuable that I can get an overview of long-running cases in moments, rather than spending hours reading through weeks of chat. The initial setup was easy, which was a relief. **What do you dislike about ServiceNow AI Agents?** It tried to interpert our code, which it usually doesn't get right **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to summarize long-running cases, which saves me from reading lengthy chats and provides an overview quickly. It has saved hours of review time for our team, and generates good case notes. ### 26. Effortless Navigation and Discovery with Setup Hurdles **Rating:** 4.0/5.0 stars **Reviewed by:** Dwayne P. | Microsoft Certified Tech Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about ServiceNow AI Agents?** I appreciate ServiceNow AI Agents for their ability to describe needs and issues in everyday language, which efficiently fuels discovery into issue resolution. I also like the discovery aspect and ease of use that enables smooth navigation across the platform. Despite ServiceNow being a huge platform, the agents make everything feel closer at hand. They make the platform more accessible not only to technicians but to users as well. **What do you dislike about ServiceNow AI Agents?** The initial setup process I feel needs to be streamlined as it can be daunting getting started. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for organizing and discovering knowledgebase articles and catalog items, making the platform more accessible and navigation easier for both technicians and users. ### 27. Effortless Incident Management with ServiceNow AI Agents **Rating:** 5.0/5.0 stars **Reviewed by:** amber o. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I find that ServiceNow AI Agents help with incidents and make my job easier. I appreciate that they assist in researching problems when I'm stuck, helping with the process and ensuring I don't make mistakes. I enjoy learning the steps with AI, especially when I miss something without realizing it. The research capabilities are something I like, and the overall setup process was pretty easy. **What do you dislike about ServiceNow AI Agents?** Even though it helps with the process, I still need to research to make sure that the steps are accurate. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help when I can't find the answer, ease my job, guide me through steps, and prevent mistakes. However, I still need to research to ensure steps are accurate. ### 28. AI Agents are good but need to understand ckntext **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Defense & Space | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** ServiceNow AI Agents — Quick & Simple Think of them as tireless digital coworkers that handle tasks automatically, across your whole company, without needing step-by-step instructions. ✅ Key Upsides • Faster resolution — ServiceNow’s own IT desk cases resolve 99% faster with AI agents than with humans.  • Less busywork — Repetitive tasks get offloaded, freeing people for higher-value work.  • Proactive, not reactive — Agents anticipate problems and fix them before they escalate.  • They collaborate — Multiple agents work together across departments to finish complex tasks end-to-end.  • You stay in control — governance, approvals, and audit trails are built in. 🏆 Most Helpful Agents |Area |What It Does | |--------------------|-------------------------------------------------------------------| |**IT** |Auto-detects & fixes network issues; categorizes incidents | |**Change Mgmt** |Generates implementation & rollback plans instantly | |**HR** |Handles onboarding, policy questions, employee requests | |**Customer Service**|Resolves cases, processes returns, pulls data from multiple systems| |**Risk & Security** |Monitors vulnerabilities and automates remediation | |**Developers** |Assists with code, scripts, and knowledge base management | Best for: Any work that’s repetitive, time-sensitive, or touches multiple teams. The more connected your workflows, the bigger the payoff.​​​​​​​​​​​​​​​​ **What do you dislike about ServiceNow AI Agents?** The Expensive Robot That Still Needs Babysitting **What problems is ServiceNow AI Agents solving and how is that benefiting you?** coding is easy but needs a lot debugging and hands on ### 29. Easy Access and Support, but Pricing Could Improve **Rating:** 5.0/5.0 stars **Reviewed by:** Sammi N. | Chairman/CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2026 **What do you like best about ServiceNow AI Agents?** I like the fact that it's easy to kind of access their programs and systems, and the customer service agents help out. Also, the initial setup was relatively easy, and I can't complain much. **What do you dislike about ServiceNow AI Agents?** I think overall, the pricing structure could be a little bit more affordable. But other than that, everything else is good. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to catalog my clients, making it easy to retrieve their information. ### 30. ServiceNow AI Agents Fits Well Into Existing Workflows and Deliver Useful Suggestions **Rating:** 5.0/5.0 stars **Reviewed by:** Arkaprava B. | Data Engineering, Management & Governance Senior Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2026 **What do you like best about ServiceNow AI Agents?** The main advantage I see in using ServiceNow AI Agents is its compatibility with the current workflows. It is not necessary to redesign workflows or spend additional time implementing them because all the suggestions offered by this software solution are generally helpful and effective during everyday routine. **What do you dislike about ServiceNow AI Agents?** The disadvantage of ServiceNow AI Agents includes the necessity of spending extra time on configuring the system and learning how to use some of its functions. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It helped to automate processes, deal with frequently asked questions, and offer beneficial suggestions, thus speeding up the response to any problems. ### 31. ServiceNow as a whole is an amazing product! They are revolutionizing the software industry **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob L. **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** The thing I like the best about ServiceNow AI Agents is the ability to help streamline tasks. Agent's should not reduce employees, but empower and increase efficiencies of the employees. They help reduce tedious tasks. **What do you dislike about ServiceNow AI Agents?** The only thing not to like about AI Agents is how some companies leadership sees these as a way to reduce the workforce instead of using them to help make employees more efficient. The lack of knowledge of AI with Owners. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** It makes workflows more efficient. This saves our employees time for doing menial tasks. Instead of having to read through things, the agents give a summary allowing our employees to free up time to focus on important matters. ### 32. Automates Tasks with Ease, Complex Configurations Needed **Rating:** 5.0/5.0 stars **Reviewed by:** sachin s. | Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents take actions and complete work end to end by resolving tickets and reporting. I also appreciate how it improves efficiency by reducing manual effort, automating tasks, resolving requests, and optimizing workflows. **What do you dislike about ServiceNow AI Agents?** It works well for simpler data, but when there are many business rules, they require extra configurations. The initial setup was a bit complex. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate manual repetitive tasks, improving efficiency by reducing manual effort. It solves the problem of manual work by automating tasks and resolving requests end-to-end. ### 33. ServiceNow AI Agents Understand Requests and Act on Business Rules **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 24, 2026 **What do you like best about ServiceNow AI Agents?** The best about ServiceNow AI Agents is it can understand the user request and take actions based on business rules **What do you dislike about ServiceNow AI Agents?** Dislike about ServiceNow AI Agents is the hallucination. It is not completely accurate and it hallucinates sometimes, we need to consider everything carefully and validate after its decision **What problems is ServiceNow AI Agents solving and how is that benefiting you?** The business problem that ServiceNow AI Agents solving for me is understanding the requirement and take actions based on the rules and executes task across the workflows ### 34. Intuitive UI and Seamless Integration, Budgeting Challenges Remain **Rating:** 3.5/5.0 stars **Reviewed by:** Linda D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** I really like the ServiceNow AI Agents for its intuitive UI and simplified workflows. It's very intuitive and secure, which is a big plus. It's also connected to other third-party agents without too much work and provides real-time observability of agent behavior. The ability to continue fine-tuning agent output and optimize agent behavior is something I value. Additionally, I appreciate the use of multiple LLMs. **What do you dislike about ServiceNow AI Agents?** It's hard to budget for the agent consumption. It's hard to quantify the total consumption ahead. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for intuitive and simplified workflows, which helps non-technical users. It solves issues like adding users and changing passwords across systems, and provides real-time observability and easy third-party integration. ### 35. Efficient Ticket Management with a Learning Curve **Rating:** 4.5/5.0 stars **Reviewed by:** Davin D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the ease of use with ServiceNow AI Agents and how it helps in categorizing the issues efficiently. I also find that the ticket enhancement feature and seamless sampling of information across analysts are beneficial. The product's ability to expedite the routing of tickets really stands out. **What do you dislike about ServiceNow AI Agents?** We have a unique business type and have to learn more. We have to have the AI agent learn our business practice to ensure our answers actually answer the questions. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for correlating issues with tickets, which expedites ticket routing and enhances our processes. It's user-friendly and makes issue categorization easier. Information sampling across analysts is seamless, improving our team's efficiency. ### 36. AI Agents Streamline Ticket Workflows with Now Assist Summaries and KB Creation **Rating:** 4.0/5.0 stars **Reviewed by:** gundeep s. | ServiceNow Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2026 **What do you like best about ServiceNow AI Agents?** AI Agents can help you build a process where tickets can follow the complete workflow when created, approved and triaged. With Now Assist, users can summarize INCs and build KBs based on Resolution notes. **What do you dislike about ServiceNow AI Agents?** It provides recommendations based on work activity, even when there isn’t enough information available and that may lead to misinformation or over-information **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Triage and ticket creation through the Virtual Agent integrated with Teams have helped speed things up, leading to faster resolution. ### 37. Flexibility and Automation, But Challenges with Multi-Agent Integration **Rating:** 4.0/5.0 stars **Reviewed by:** Mahathi R. | ServiceNow Technical Architect, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I have used ServiceNow AI Agents for hackathon participations and found them beneficial as they automate redundant processes. I like that they help in resolving issues by probing users to get the required input, which facilitates effective triaging. I appreciate the flexibility of using them autonomously or with supervision, which adds to their utility. Additionally, I found the initial setup to be comparatively easy with many OOB options available. **What do you dislike about ServiceNow AI Agents?** Sometimes orchestrating with multiple agents is a difficulty, and we don't get the desired results. It keeps loading for a long time. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate redundant processes and resolve issues by probing users for required input, making triaging more efficient. ### 38. ServiceNow AI Agents: Seamless Workflow Integration That Automates Support **Rating:** 4.0/5.0 stars **Reviewed by:** Girishchand B. | Test Engineer Level 2, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about ServiceNow AI Agents?** What I like best about ServiceNow AI Agents is how they automate routine tasks and reduce manual effort for support teams. They help handle common queries and requests quickly, which improves response time and user experience. I also like how well they integrate with existing ServiceNow workflows. The AI agents work within the platform instead of feeling like a separate tool, making it easier for teams to adopt. Overall, they help teams focus on more complex issues while keeping day-to-day operations efficient. **What do you dislike about ServiceNow AI Agents?** One thing I dislike about ServiceNow AI Agents is that they need proper setup and training to work effectively. If the data or workflows are not well defined, the responses can be inaccurate or less helpful. There are also limitations when handling complex or unusual requests, where human intervention is still required. Additionally, the cost can be high, which may not be ideal for smaller teams. With better out-of-the-box configurations and simpler tuning options, the experience could be improved. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents solve the problem of high manual effort in handling repetitive support requests. Earlier, simple tasks like password resets, ticket status checks, or common IT queries required human agents, which increased workload and response time. By automating these routine interactions, the AI Agents provide faster responses and reduce ticket volume for support teams. This benefits me by saving time, improving turnaround time, and allowing human agents to focus on more complex and critical issues. Overall, it helps improve efficiency, consistency, and user satisfaction. ### 39. Enhance Self-Service with ServiceNow AI Agents **Rating:** 4.0/5.0 stars **Reviewed by:** Sundar N. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like the time to market aspect of ServiceNow AI Agents. **What do you dislike about ServiceNow AI Agents?** I think there's room to improve enabling AI agents in the ServiceNow Virtual Agent to boost self-service and contact deflection to IT Support. Also, enabling triggers to invoke AI Agents via SN Virtual Agent needs attention. The initial setup was moderate, so there might be some challenges there too. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for self-service and contact deflection, reducing the time to market. ### 40. Boosts Efficiency and Scalability, Needs Easier Agent Creation **Rating:** 5.0/5.0 stars **Reviewed by:** lou c. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like how ServiceNow AI Agents simplify system interconnectivity and user experience. I appreciate its scalability and how it impacts scaling our business operations. It helps reduce the workload on staff and eliminates mundane, repeatable tasks. This makes my staff more productive by allowing them to focus on larger, human-centric problems. **What do you dislike about ServiceNow AI Agents?** the experience of creating the agents could be easier. I think that creating simple and advanced modes and offering a built-in wizard to guide along the way would help. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents simplify system interconnectivity and user experience. They scale business operations, reduce workload by eliminating mundane tasks, and boost productivity by allowing staff to focus on larger, human-centric problems. ### 41. Impressive AI Features, But Performance Lagging **Rating:** 2.5/5.0 stars **Reviewed by:** Andrew H. | 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 workflows, and I find it incredibly useful because it helps me build without coding. I like how they incorporate the latest models, and the Claude Opus inclusion is very helpful since it is excellent at building. While creating my own solution in the ServiceNow app, Opus significantly assisted in making the code. Additionally, the initial setup was easy, which made getting started straightforward. **What do you dislike about ServiceNow AI Agents?** I think it gets laggy after a bit of usage, could use more context **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to build without coding. It helps me incorporate the latest models like Claude Opus, which is very helpful for making the code. ### 42. Flexible Yet Needs More Robust Data **Rating:** 3.5/5.0 stars **Reviewed by:** Laura B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I like the flexibility of ServiceNow AI Agents in how I can structure data. This feature stands out to me. **What do you dislike about ServiceNow AI Agents?** Sometimes it doesn't provide enough robust data, and it takes a long time to render the information. Also, during the introductory phase, user adoption on how it can help them use the tool was a challenge. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to help analyze data and figure out how to best build visualization. ### 43. ServiceNow DELIVERS **Rating:** 5.0/5.0 stars **Reviewed by:** Evan S. | Client Services Business Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** ServiceNow’s AI Agents are user-friendly to build, consistent in their performance, and connect with many tools and 3rd party applications. The prompt engineering is very easy to do. ServiceNow also provides AI assistance to optimize your prompts. **What do you dislike about ServiceNow AI Agents?** Nothing. They’ve been phenomenal to use. This isn't a problem, but you have to be sure to "ground" your AI Agents for maximum effectiveness. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** Automating busy work for employees. Monitor and fix customer bugs. Combined with Workflow Data Fabric and Flow Automation, we are becoming more proactive in our support, rather than reactive. We use WDF to proactively identify issues, and then automate the solution via Flow and AI Agents. ### 44. Streamlines Workflows, Empowers Help Desk Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Jared L. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I find ServiceNow AI Agents really helpful for simplifying work and cleaning up data in the system. It assists the help desk and saves my team time, allowing us to focus on more complex issues. The feature that performs work on behalf of users is quite valuable. I also liked that the initial setup was easy. **What do you dislike about ServiceNow AI Agents?** Monitoring the data they clean needs improvement, as definitions need to be put in place when creating so they do not impact data we don't want touched. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for simplifying work, cleaning up data, and assisting the help desk, which saves my team time to work on more complex issues. ### 45. Efficient Yet Needs Enhanced Follow-Up Capabilities **Rating:** 3.5/5.0 stars **Reviewed by:** Matthew K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents for simple chats and direct responses that help my crew find answers quickly. It assists in locating articles and possibly opening tickets, which saves time on tasks. I like how it potentially cuts down on clicks and the interface is straightforward. **What do you dislike about ServiceNow AI Agents?** I think the follow-up responses could be better. They should feel more pleasant and trusted, like other chat agents, but not in a way that drags on unnecessarily. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents for simple chats and direct responses, helping my crew find answers quickly. It aids in locating articles and possibly opening tickets. It also cuts down on clicks, saving time on tasks. ### 46. Easy Ticket Tracking and Clear Updates **Rating:** 4.0/5.0 stars **Reviewed by:** BRIJESH P. | Packaged App Development Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 18, 2026 **What do you like best about ServiceNow AI Agents?** Raising ticket and see updates of my raised ticket. What is the progress of my ticket that I have been logged for a issue of my system or anything. etc. **What do you dislike about ServiceNow AI Agents?** The main drawbacks of ServiceNow AI agents center on high implementation hurdles and technical instability. Users frequently report that the setup process is unnecessarily complex, often requiring specialized expertise and deep knowledge of process mapping to unlock full value. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI agents solve complex operational problems by acting as autonomous digital workers that can sense, reason, and act within business workflows. Unlike traditional chatbots that follow fixed scripts, these agents use Large Language Models (LLMs) and Agentic AI to handle multi-step tasks independently across IT, HR, and customer service. ### 47. Transforms IT Operations with Ease and Security **Rating:** 5.0/5.0 stars **Reviewed by:** gnanasambandam p. | Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2026 **What do you like best about ServiceNow AI Agents?** I like that ServiceNow AI Agents enable real transformation for ITSM, ITOM, ITAM, and across the enterprise. I appreciate how easy it is to build agents that can handle business issues while complying with governance and security. I also find the AI Control Tower impressive. It allows multiple agents to communicate with each other to finalize a solution in context. Additionally, I'm pleased that everything is all good, with KN26 providing more information and opportunities to learn. **What do you dislike about ServiceNow AI Agents?** Nothing **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents helps us build agents that manage business issues, ensuring compliance with governance and security. The AI Control Tower allows multiple agents to communicate and finalize solutions within context. ### 48. Easy Setup, Needs Improvement in Accuracy **Rating:** 3.5/5.0 stars **Reviewed by:** Shweta J. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I use ServiceNow AI Agents to automate ITSM categorization and summarization. I really like its easy configuration, which expedites resolution. **What do you dislike about ServiceNow AI Agents?** I find it's not deterministic and sometimes even wrong. The setup doesn't capture updates thoroughly as the wizard doesn't prompt for scope, so we end up doing configurations in the environment manually. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to automate ITSM categorization and summarization, which automatically categorizes and summarizes for my team. ### 49. ServiceNow AI Agents Deliver Faster, Smarter, Context-Aware Service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2026 **What do you like best about ServiceNow AI Agents?** What I like most about ServiceNow AI Agents is their ability to operate autonomously across workflows. They cut down on manual effort while still delivering faster, smarter, and more context-aware service. **What do you dislike about ServiceNow AI Agents?** While ServiceNow AI Agents are powerful, getting the most out of them can require substantial setup and customization, along with high-quality data to ensure they perform effectively. The learning curve can be steep for new users, and some of the more advanced capabilities may also depend on additional licensing. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** ServiceNow AI Agents help automate repetitive tasks, speed up issue resolution, and reduce manual effort. As a result, productivity improves and response times are shorter, allowing teams to focus on more strategic, high-value work while delivering a better experience for both employees and customers. ### 50. Effortless Automation with Room for Growth **Rating:** 4.0/5.0 stars **Reviewed by:** Kaitlin M. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2026 **What do you like best about ServiceNow AI Agents?** I really like that ServiceNow AI Agents are fast and easy to implement. They offer a low barrier of entry, so anyone can create agents, and all my managers can easily create agents that benefit their teams. **What do you dislike about ServiceNow AI Agents?** I think it could be better at pulling from outside sources. Right now, I need it to pull data from other systems like Salesforce and Jira, which is a bit of a gap for me. **What problems is ServiceNow AI Agents solving and how is that benefiting you?** I use ServiceNow AI Agents to update cases and tasks without human intervention, which handles mundane tasks. It's fast and easy to implement, allowing all my managers to create agents that benefit their teams easily. - [View ServiceNow AI Agents pricing details and edition comparison](https://www.g2.com/products/servicenow-ai-agents/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+09%3A02%3A42+-0500&secure%5Bsession_id%5D=663afbbd-becf-4082-98c1-e9cd48fed376&secure%5Btoken%5D=3a9bc487db5b3e1e3d614f84ff9a1c589f4a4902cc6e7165de7e3fd6bbacede6&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 **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Feedback Management** - Feedback Management **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Proactive Error Detection** - Proactive Error Detection **Alerts/Notifications** - Alerts/Notifications **Compliance Management** - Compliance Management **Document Management** - Document Management **Self Service Portal** - Self Service Portal **Autonomous Task Execution** - Autonomous Task Execution **Reporting/Analytics** - Reporting/Analytics **Sentiment Analysis** - Sentiment Analysis **Security & Compliance** - Security & Compliance **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Integration into Third Party Applications** - Integration into Third Party Applications **Interaction Tracking** - Interaction Tracking **AI Agent Configuration** - AI Agent Configuration **Adaptive Learning** - Adaptive Learning **IT Incident Management** - IT Incident Management **Automated Routing** - Automated Routing **Service Level Agreement (SLA) Management** - Service Level Agreement (SLA) Management **Knowledge Base Integration** - Knowledge Base Integration **Support Ticket Management** - Support Ticket Management **Workflow Automation** - Workflow Automation **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) - Multi-Language **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection - Natural Language Processing - Simulation and Scenario Generation **Customization - AI Agent Builders** - Natural Language Configuration - Tone Customization - Security Guardrails - API Security - Data Security - Authentication **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 - Drag & Drop Editor - Human-in-the-loop (HITL) **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 - Multimedia Support - Multi-Modal Input Support **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 **Additional Functionality** - Agent Collaboration - Data Governance - Prompt Engineering - Feedback Management - For No-Code Development - Version Control - Role-Based Permissions - Dynamic Modeling - API - Memory Management - Monitoring - Scalability - Cost Management - Scheduling - Natural Language Interface - Access Controls/Permissions - Multiple LLM Models - Integration Management - Customizable Frameworks - Pre-built Templates - Analytics - Intent Recognition - Contextual Guidance - Rules-Based Workflow - Attended Automation - Drag & Drop - For Sales/Marketing - Generative AI - Business Process Automation - AI Copilot - Third-Party Integrations - Multi-Channel Communication - Sentiment Analysis - Deep Learning - Code-free Development - Compliance Management - Automated Responses - Knowledge Management - Transfers/Routing - Personalization - Activity Dashboard - Customer Experience Management - Virtual Personal Assistant (VPA) - Chatbot - Speech Recognition - Reporting/Analytics - Task Management - Customer Engagement - AI/Machine Learning - Configurable Workflow - Unattended Automation - Conversation Intelligence - Workflow Automation - Proactive Error Detection **Integration - AI Agent Builders** - Workflow Automation - API Usage - Platform Interoperability - CRM Data Integration - Third-Party Integrations **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 **Additional Functionality** - Version Control - Scalability - Personalization - Data Extraction - Webhooks - API - Natural Language Processing - Fallback Handling - Drag & Drop - Multiple LLM Models - Built-in AI Assistant - Automated Testing - Data Governance - Collaboration Tools - Pre-built Templates - Agent Design Tools - Deep Learning - Model Training - Analytics - Single Sign On - Debugging - Deployment Management - Proactive Error Detection **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - 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