I like how ServiceNow AI Agents automate repetitive tasks and reduce manual effort. They can understand requests, perform actions, and help resolve issues faster. The integration with existing ServiceNow workflows makes them easy to use and improves overall productivity. Review collected by and hosted on G2.com.

AI Agents can sometimes provide generic or inaccurate responses, especially for complex scenarios. They also require proper configuration and context to deliver consistent results. Review collected by and hosted on G2.com.

End to end automation, great fit for support operation, natural language agent creation Review collected by and hosted on G2.com.

The complexity involved in configuring and troubleshooting an AI agent can be frustrating and time-consuming. Review collected by and hosted on G2.com.

I find ServiceNow AI Agents to be incredibly user-friendly. Initially, I thought working with AI agents would be a big tedious task, but it turned out to be a breeze. They have saved me probably about ten hours a week in response time and about five hours a week by nurturing my leads, significantly decreasing my staff's workload. I cannot stress enough how easy the initial setup was—it was a breeze. Considering all of this, I would rate it a 10 out of 10. Review collected by and hosted on G2.com.

The fact that I didn't try them sooner. But, to no fault of their own Review collected by and hosted on G2.com.

I like the fast responses and getting things done in less time. The detailed, automatic summarization helps reduce manual effort, so I can take action faster and get better resolution. The initial setup was easy. Review collected by and hosted on G2.com.

I’d like ServiceNow AI Agents to be more accurate and give responses that match the ticket. Review collected by and hosted on G2.com.

I use ServiceNow AI Agents to automate routine tasks, assist with resolving requests, and provide quick responses to common queries. I really appreciate how it reduces repetitive manual work by handling common requests and routing tasks to the right teams. The features I find most valuable are intelligent task routing, automated request handling, and AI-powered responses. Review collected by and hosted on G2.com.

I find the responses too generic for complex requests, and I believe the AI needs more training to understand specific scenarios. I also found the initial setup to be complex. Review collected by and hosted on G2.com.

I like it way of summarizing chat or tickets in workspace which let us categorize draft resolution and route incidents and what to do next. AI collaboration makes easy to handle a triggered case and pulls required data from CMDB for closing case cleanly. Review collected by and hosted on G2.com.

The agent workspace feels very hard and overcrowded to personalize and sometimes AI gives bad suggestions. Review collected by and hosted on G2.com.

The fact that they sit inside the platform you are already using makes a big difference. There is no switching between tools or copying information across systems. You interact with the agents through chat, in the Now Assist panel right where the work is already happening, which means adoption is far easier than rolling out a standalone AI product. Integration with AI control tower enables platform-level governance, ensuring data is protected throughout. The ability to launch either a generative AI skill or other tool from the list of steps enables broader use cases. Review collected by and hosted on G2.com.

For teams new to ServiceNow AI, the setup and configuration is not trivial. You need people who understand the platform well to get agents behaving correctly and to build proper guardrails. Without that investment upfront the results can be inconsistent. Pricing for AI features is also layered on top of existing licensing, although this is changing in a confusing way, and depending on which modules you need, costs can add up faster than expected. The ROI is there but it takes time to realise and is harder to quantify for stakeholders who want quick wins. From a technical perspective, deploying a list of steps does not always move from one to the next, with tricky passing of outputs from one step to the next. Scalability can also be a problem, as adding more steps to an agent can cause previous steps to behave differently to expected. User Interface can be challenging to find underlying records, which can hinder promotion. Review collected by and hosted on G2.com.

Zero Context Switching: Having AI agents natively embedded right inside the ServiceNow Platform removes the friction of jumping between standalone tools. Review collected by and hosted on G2.com.

Heavy dependency on data quality: if your incident work notes, historical logs, or CMDB data are messy, inconsistent, or incomplete, the agent tends to deliver lower-quality results and can produce incorrect outcomes. Review collected by and hosted on G2.com.

ServiceNow AI Agents help streamline enterprise workflows by automating repetitive tasks, improving response times, and reducing manual effort across IT and business operations. What stands out most is the seamless integration with the ServiceNow platform, enabling contextual automation, intelligent ticket resolution, and faster decision-making. The AI-powered orchestration and natural language capabilities improve employee and customer experiences while increasing operational efficiency at scale. Review collected by and hosted on G2.com.

While ServiceNow AI Agents are powerful, the initial setup and fine-tuning can require significant configuration and platform expertise, especially for complex enterprise use cases. Some advanced AI capabilities also depend heavily on data quality and well-defined workflows to deliver accurate outcomes. Additionally, licensing and implementation costs may be a consideration for smaller organizations adopting AI-driven automation at scale. Review collected by and hosted on G2.com.

I like how ServiceNow AI Agents automates ticket handling and speeds up issue resolution, reducing manual effort and improving response time across support teams. The tool manages high volumes of requests without overwhelming the team, ensuring consistent support and better user satisfaction. I also appreciate how it improves decision-making with smart suggestions and automation, reducing errors and enhancing team efficiency. It helps prioritize tasks better and reduces decision fatigue, with automation taking care of repetitive work to improve overall efficiency. Integrating it with tools like CRM and ticketing systems streamlines support processes for better dataflow and faster issue resolution. Transitioning to ServiceNow AI Agents made a noticeable difference in productivity and accuracy. Review collected by and hosted on G2.com.

Initial setup and customization, workflows feel bit complex. A more simplified configuration process would help new users get started faster. Review collected by and hosted on G2.com.