I like using ServiceNow AI Agents because they are fun and can do more. I also appreciate that we can customize our complex processes, and it has helped a lot with our cross-team processes. What used to take an hour now only takes a few minutes. The ability to automate tasks and answer questions that are done manually today is very helpful. Review collected by and hosted on G2.com.

Creating custom agents wasn't very user-friendly, which made it hard for others on the team to help. The initial setup was a bit rocky because we had to repair the plugin several times to get it to function. Review collected by and hosted on G2.com.

I like the deep integration of ServiceNow AI Agents into the ITSM module. It's great how it relates the incident type with the potential root cause and associated past incidents, which helps streamline our processes significantly. Review collected by and hosted on G2.com.

I think ServiceNow AI Agents should have a graphical agent onboarding feature where I can easily pick and drop which agents I need for different parts of the organization. Also, being able to see the value produced by an agent and compare it with human performance would be helpful. The initial setup wasn't very smooth since it needs some initial learning, especially in figuring out how to onboard agents and connect them seamlessly. Review collected by and hosted on G2.com.

I love that ServiceNow AI Agents allows us to ask anything and access any tools or resources within ServiceNow quickly. It provides us with the data or reports that we need efficiently. The setup was simple and intuitive, making it easy to get started. I also appreciate how it helps us see things we didn't think of and determines the best tools for the job. Review collected by and hosted on G2.com.

Sometimes the resources provided aren't exactly what I'm looking for, especially when I'm searching for data regarding a time period of Incidents. It might be because of how I'm asking the questions. Review collected by and hosted on G2.com.

I use ServiceNow AI Agents for major changes, and I like that it automatically creates and writes what needs to be done. I also like moving one link or dashboard to another. Review collected by and hosted on G2.com.

I find the intelligence used when creating incidents doesn’t work every time, such as identifying which service an issue belongs to or choosing the correct group to handle it. The initial setup was complicated for me, and someone senior on my team configured it. Review collected by and hosted on G2.com.

I love how Agent Studio simplifies agent creation.

Response and performance quality stay at the same pace.

Customization factors support all of our needs.

Human intervention has become the exception. Review collected by and hosted on G2.com.

I had difficulty with the onboarding process, especially as it became more challenging for advanced use cases. This ended up delaying our overall process. Review collected by and hosted on G2.com.

Agents are easy and quick to set up. There is a bit of a learning curve at first, but once you’ve completed your first setup, the rest tend to come together fairly easily. Review collected by and hosted on G2.com.

Costs can quickly spiral if you don’t actively manage your agents and put clear guardrails in place. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.