--- 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: '2026-08-11' parent\_category: name: Agentic AI url: https://www.g2.com/categories/agentic-ai --- # ServiceNow AI Agents Reviews & Product Details Visit Website 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 350+ 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 AI 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. Users can talk, chat, or use voice with ServiceNow Otto, their AI assistant for work, to make requests and get work done. ServiceNow Otto then routes the request to the right AI agent or specialist, and hands back the result. AI specialists are AI agents that execute entire job functions end to end, like an IT specialist or HR generalist. For over 20 years, ServiceNow has powered work for the world's leading companies. 90% of the Fortune 500 trust ServiceNow, powering 100 billion workflows annually and over 100,000 AI use cases. Put AI to work for your people with ServiceNow. * * * Product Website ServiceNow AI Agents Seller [ServiceNow](https://www.g2.com/sellers/servicenow) Discussions [ServiceNow AI Agents Community](https://www.g2.com/products/servicenow-ai-agents/discuss) Languages Supported English Solution Type All-in-One Overview by Nelly Ayllon Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 3 months [ View More Pricing Information ](https://www.g2.com/products/servicenow-ai-agents/pricing) ServiceNow Solutions (1) See how ServiceNow products can work together to solve real problems. [ ![Solution Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Solution Avatar Image") ServiceNow Autonomous CRM SolutionBy ServiceNow ](/sellers/servicenow/solutions/servicenow-autonomous-crm) Show More ## ServiceNow AI Agents Integrations (32) What do users say about integrations? Verified by ServiceNow AI Agents [ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Agentforce Sales (formerly Salesforce Sales Cloud) ](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Amazon Connect ](https://www.g2.com/products/amazon-connect/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Apache Kafka ](https://www.g2.com/products/apache-kafka/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") AWS Adapter for OIC ](https://www.g2.com/products/aws-adapter-for-oic/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Azure DevOps Server ](https://www.g2.com/products/azure-devops-server/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Businessolver ](https://www.g2.com/products/businessolver/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Claude ](https://www.g2.com/products/claude-2025-12-11/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Darwinbox ](https://www.g2.com/products/darwinbox/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Databricks ](https://www.g2.com/products/databricks/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Dynatrace ](https://www.g2.com/products/dynatrace/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Gemini ](https://www.g2.com/products/google-gemini/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Icertis Contract Management Software ](https://www.g2.com/products/icertis-contract-management-software/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Jira ](https://www.g2.com/products/jira/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft 365 ](https://www.g2.com/products/microsoft365/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Outlook ](https://www.g2.com/products/microsoft-outlook/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Microsoft Teams ](https://www.g2.com/products/microsoft-teams/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") New Relic Intelligent Observability ](https://www.g2.com/products/new-relic-intelligent-observability/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Nexthink ](https://www.g2.com/products/nexthink/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ODO ](https://www.g2.com/products/odo/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Oracle Java Cloud Service ](https://www.g2.com/products/oracle-java-cloud-service/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Oracle PeopleSoft ](https://www.g2.com/products/oracle-peoplesoft/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") PagerDuty ](https://www.g2.com/products/pagerduty/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Qlik Talend Cloud ](https://www.g2.com/products/qlik-talend-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Qualys Asset Inventory CMDB Sync ](https://www.g2.com/products/qualys-asset-inventory-cmdb-sync/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP Business One ](https://www.g2.com/products/sap-business-one/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") SAP Cloud ERP (SAP S/4HANA Cloud) ](https://www.g2.com/products/sap-cloud-erp-sap-s-4hana-cloud/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ServiceNow IT Operations Management ](https://www.g2.com/products/servicenow-it-operations-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") ServiceNow IT Service Management ](https://www.g2.com/products/servicenow-it-service-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Slack ](https://www.g2.com/products/slack/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Tenable Vulnerability Management ](https://www.g2.com/products/tenable-vulnerability-management/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Teneo.ai ](https://www.g2.com/products/teneo-ai/reviews)[ ![Product Avatar Image](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Product Avatar Image") Workday HCM ](https://www.g2.com/products/workday-hcm/reviews) Show More CC Christine C. Mid-Market (51-1000 emp.) 5/7/2026 "Efficient Query Handling, Excellent Support" 5/5 What do you like best about ServiceNow AI Agents? I like ServiceNow AI Agents for their accuracy, speed, and the format they use to handle queries. They are great for dealing with a high volume of topic queries in a very short time, which helps us respond to client queries efficiently and frees up human agents for more complex tasks. The very specific tasks that the AI agents can manage make them highly useful in our operations. Additionally, the support from ServiceNow as part of their AAA program was fantastic, which made the initial setup more manageable even though it wasn't easy. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? So far, it works well all around except for queries that include several topics, including those on which the AI Agent is not trained. In those cases, the AI Agent does not know to hand over to a human agent, but continuously follows up with the client, causing client frustration. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? I use ServiceNow AI Agents to handle a large volume of queries quickly and accurately, freeing up human agents for more complex tasks. It excels in handling specific client queries, improving our response efficiency. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign MS Mayank S. Sr. Advisory Architect | ServiceNow Enterprise (\> 1000 emp.) 5/7/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "ServiceNow AI Agents Review" 3.5/5 What do you like best about ServiceNow AI Agents? What I like best about ServiceNow AI Agents is their ability to move beyond simple chatbot interactions and actually perform intelligent, goal-oriented work across enterprise workflows. Instead of just answering questions, AI Agents can understand context, orchestrate tasks, interact with systems, and help automate end-to-end business processes. A few standout strengths are: - Workflow-driven intelligence - Natural conversational experience - Context-aware automation - Cross-functional orchestration - Productivity improvements - Integration with enterprise systems - Scalable self-service What stands out most is how ServiceNow combines AI with workflow orchestration. The real value is not just generating responses, but enabling AI-driven execution of operational tasks in a governed and enterprise-ready environment. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? Some of the challenges or limitations I see with ServiceNow AI Agents are: - Heavy dependence on data quality - Complex implementation and governance - Expectation vs. reality gap - Risk of over-automation - Integration complexity - User trust and adoption - Monitoring and accountability challenges - Licensing and operational costs That said, many of these challenges are common across enterprise AI adoption overall. The strongest results usually come when organizations treat AI Agents as assisted automation tools with proper governance, rather than expecting fully autonomous operations from day one. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? ServiceNow AI Agents help solve the growing challenge of managing high volumes of repetitive work, fragmented processes, and slow response times across enterprise operations. Many organizations struggle with manual task handling, disconnected systems, overloaded support teams, and inconsistent user experiences. AI Agents help address these is sues by combining conversational AI with workflow automation and orchestration. What stands out most is that ServiceNow AI Agents are not just chat interfaces — they are integrated operational assistants capable of driving real workflow execution and enterprise automation in a governed environment. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign SY sudheer y. Enterprise (\> 1000 emp.) 5/7/2026 "Boosts Productivity with Effortless Ticket Triage" 4.5/5 What do you like best about ServiceNow AI Agents? I appreciate how ServiceNow AI Agents help in assigning tickets to the correct support groups, ensuring incidents go to the right team instead of just the service desk. I find it very helpful in solving a lot of repetitive tasks, allowing for more productivity. Automating these use cases has enabled us to use human resources for more productive tickets. Additionally, the initial setup of ServiceNow AI Agents was quite easy. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? I noticed that the keywords in short descriptions and descriptions are not predicting correctly in ServiceNow AI Agents. For example, if the description includes keywords like Zoom, Asana, or Outlook issue, it should pick the correct CI, but it doesn't. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? I use ServiceNow AI Agents to triage tickets, ensuring they go to the correct support groups rather than the service desk. It solves a lot of repetitive tasks, improving productivity by allowing human resources to focus on more complex issues. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign GH Geoff H. 5/6/2026 "Driving Efficiency and Agility Through ServiceNow Agents" 5/5 What do you like best about ServiceNow AI Agents? As an executive sponsor, I value solutions that deliver measurable impact without adding unnecessary complexity—and ServiceNow agents do exactly that. They extend our digital workforce in a way that is both scalable and intelligent, allowing us to automate high-volume, repetitive tasks while maintaining consistency and governance. What stands out most is how seamlessly these agents integrate across workflows, breaking down silos between departments. This not only improves operational efficiency but also enhances the employee and customer experience by reducing response times and increasing accuracy. From IT to HR to customer service, we’re seeing tangible productivity gains and better visibility into our processes. Equally important, ServiceNow agents give us the flexibility to evolve. As our business priorities shift, we can quickly adapt workflows and automation strategies without major reinvestment. That kind of agility is critical at the executive level. In short, ServiceNow agents are not just a tool—they’re a strategic enabler that helps us operate smarter, move faster, and deliver more value across the organization. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? Still some issues to sort out with Donain Separation but mostly mino Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? It is automating our first line Service Desk Review collected by and hosted on G2.com. Show More 5/7/2026 Validated ReviewerIncentivizedSource: G2 Gives Campaign KV Kathryn V. Enterprise (\> 1000 emp.) 5/7/2026 "Powerful AI with Some Setup Challenges" 4.5/5 What do you like best about ServiceNow AI Agents? I find ServiceNow AI Agents powerful, providing quick answers with minimal input, which is really impressive. Additionally, the data on the backend promises to make us smarter about what our employees need and want, offering valuable insights. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? Sometimes it does not pull all of the relevant information and tells a partial answer. For example, it didn't pull all three resources available for our employees related to elder care. We have these clearly laid out in a topic page, but the AI only picked up two of the resources. A challenge is trying it out in development, but my understanding is that we have to push to production and retrain the bot. I wish it would take cues from all the work we are doing in development. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? I expect ServiceNow AI Agents to provide faster, consistently accurate answers for our employees and help with case deflection for our agents. It's powerful, offering quick answers with minimal input. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign SC Steve C. Director of Technology and Data Enterprise (\> 1000 emp.) 5/7/2026 "Streamlined HR Operations with Effective AI Integration" 5/5 What do you like best about ServiceNow AI Agents? I really like how ServiceNow AI Agents tie in with our knowledge content. We've spent a lot of time improving this content, and it's made the agents more accurate right away, even before any fine-tuning. In the HR space, by not duplicating content and being clear and concise, the effectiveness of the bots has really improved, especially since implementing Now Assist. The tools save us a significant amount of time by deflecting employee inquiries and assisting our HR team, which allows us to respond much faster and more efficiently to our employees. As these agents improve over time, they've helped us build credibility with our staff. Also, partnering with CDW made the initial implementation of ServiceNow AI Agents easy and straightforward. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? Training the skills itself has been a little complicated for our team to start and modify - anything that we can do to make training easier would be a huge benefit. Suggestions of the best approaches or methodology for effective model training would be helpful, whether through printed materials or in-app help. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? ServiceNow AI Agents save us time by deflecting inquiries and assisting our HR team, enabling faster and more efficient responses. They've also improved our credibility with staff as they've become more effective over time. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign SB Samuel B. 5/6/2026 "Streamlines ITSM workflows but requires upfront tuning to get right." 4/5 What do you like best about ServiceNow AI Agents? I appreciate how seamlessly ServiceNow AI Agents integrate into our existing workflows. The ticket summarization feature is a massive time-saver for our support desk, allowing agents to understand complex, lengthy incident histories in seconds. It also does a great job at deflecting routine Tier-1 requests by surfacing relevant knowledge base articles to end-users in a conversational way, which significantly reduces our ticket volume. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? The initial setup and tuning require a significant investment of time to ensure accuracy. If your internal Knowledge Base isn't perfectly maintained and up-to-date, the AI can sometimes provide generic or slightly off-base responses. Additionally, navigating the licensing tiers to get access to all the advanced GenAI features can be a bit complex and pricey for smaller teams. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? It solves the problem of agent fatigue and slow ticket resolution times caused by manual data entry and reading long ticket histories. By automatically summarizing lengthy email threads and generating resolution notes, it gives our team instant context. The main benefit to me is that I spend significantly less time doing administrative work and more time actually fixing core technical issues, which has noticeably improved our overall SLA compliance and reduced burnout. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign AM Ashley M. Enterprise (\> 1000 emp.) 5/6/2026 "Efficiency Booster with Minor AI Hiccups" 4/5 What do you like best about ServiceNow AI Agents? I use ServiceNow AI Agents for customer service and find it to be a great resource for our agents. It saves time and provides better customer service by acting almost like another knowledge resource. I appreciate how it works well with knowledge articles, service manuals, and parts manuals, helping provide information that would take our agents a while to find otherwise. It saves my agents time from having to do the research on their own and delivers answers faster to our customers. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? I'm always worried about the AI agent making assumptions that are incorrect. If the AI agent doesn't understand what it is being asked, instead of asking another question, it just makes an assumption that is incorrect. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? ServiceNow AI Agents save time for my Agents, providing another resource to offer better customer service. It quickly accesses knowledge articles and manuals, reducing the time needed for research and delivering faster answers to customers. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign JS Jessica S. Mid-Market (51-1000 emp.) 5/6/2026 "Saves Time but Costly for Small Teams" 5/5 What do you like best about ServiceNow AI Agents? I love how much time and effort ServiceNow AI Agents save, saving us tremendous amounts of money on service desk employees and improved user satisfaction internally at our company. Additionally, the initial setup was very easy. I'm very likely to recommend ServiceNow AI Agents to a friend or colleague, rating it a 10 out of 10. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? It is VERY EXPENSIVE. Each 'assist' costs money. The licensing costs are very prohibitive for us to expand our implementation and use the capabilities to their full abilities. Please have a sliding scale costs for the assists. We are a small company and can barely justify the current cost structure to our board. It simply costs more money than it saves us, at our scale. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? I use ServiceNow AI Agents for incident summarization and knowledge content generation, speeding up incident resolution and knowledge generation time. It saves us time, money on service desk employees, and improves internal user satisfaction. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Thank You page ![Layla W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Layla W.") LW Layla W. Service Delivery Manager 5/6/2026 "Streamlined Service Delivery with Clear Visibility Across Teams" 5/5 What do you like best about ServiceNow AI Agents? What I like best about ServiceNow Agent is how much it simplifies day-to-day work without feeling clunky or over-engineered. It gives a clear, central place to manage requests, automate routine tasks, and keep everything moving without constant manual chasing. I especially value how it improves visibility across teams—nothing gets lost, and it’s easier to stay on top of priorities. Overall, it just makes service delivery feel more controlled and efficient. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? What I dislike about ServiceNow Agent is that it can sometimes feel overly complex for what should be straightforward tasks. There’s a bit of a learning curve, and not everything is as intuitive as you’d expect, especially for new users. I’ve also found that customisation, while powerful, can become messy over time and make processes harder to follow. At times it can feel like you’re working around the tool rather than the tool working for you. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? It helps our team work more efficiently, reduces overhead, and still maintains excellence. Review collected by and hosted on G2.com. 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