--- title: ServiceNow AI Agents Reviews meta\_title: 'ServiceNow AI Agents Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 476 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: 476 scale: '5' date\_modified: '2026-08-11' parent\_category: name: Agentic AI url: https://www.g2.com/categories/agentic-ai --- ### ServiceNow AI Agents Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **efficiency** of ServiceNow AI Agents, benefiting from easy setup and powerful workflow automation. [(21 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101912&qs=pros-and-cons#reviews) Users appreciate the **ease of use** of ServiceNow AI Agents, enabling efficient task automation and seamless workflows integration. [(17 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101862&qs=pros-and-cons#reviews) Users value the **automation of repetitive tasks** with ServiceNow AI Agents, enhancing efficiency and reducing manual errors. [(14 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101844&qs=pros-and-cons#reviews) Users appreciate the **easy integrations** of ServiceNow AI Agents, enhancing workflows and boosting efficiency for support teams. [(11 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101905&qs=pros-and-cons#reviews) Users find ServiceNow AI Agents **highly effective for automating workflows** , enhancing speed and accuracy in issue resolution and communication. [(7 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2245939&qs=pros-and-cons#reviews) Users find that the **inaccuracy** of ServiceNow AI Agents leads to confusion and reduces trust in its effectiveness. [(10 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101872&qs=pros-and-cons#reviews) Users express frustration with the **poor understanding** of ServiceNow AI Agents, leading to generic responses and confusion. [(9 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101857&qs=pros-and-cons#reviews) Users find the **complex configuration** of ServiceNow AI Agents time-consuming and challenging for effective real-world application. [(8 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2245964&qs=pros-and-cons#reviews) Users find the **limited responsiveness** of ServiceNow AI Agents frustrating, as they struggle with nuanced questions and customization. [(8 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101888&qs=pros-and-cons#reviews) Users find the **setup and customization process complex** , requiring significant learning and background knowledge to navigate effectively. [(5 mentions)](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101882&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of ServiceNow AI Agents ##### 1. Efficiency Users appreciate the **efficiency** of ServiceNow AI Agents, benefiting from easy setup and powerful workflow automation. [ See 21 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101912&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" What do you like 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 que ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 2.5/5 "Couldn’t Complete Tasks Despite Promising AI Features" What do you like about ServiceNow AI Agents? ServiceNow AI Agents seamlessly blend generative AI with workflow automation, offering smart, context-aware self-service that takes real action, boost ##### 2. Ease of Use Users appreciate the **ease of use** of ServiceNow AI Agents, enabling efficient task automation and seamless workflows integration. [ See 17 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101862&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" What do you like 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 que ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Super Functional and Easy to Build Agents" What do you like about ServiceNow AI Agents? It's very easy to build up the agent on your own. Super functional and doesn't require additional coding skills, implementing Visual code or LM stud ##### 3. Messaging Automation Users value the **automation of repetitive tasks** with ServiceNow AI Agents, enhancing efficiency and reducing manual errors. [ See 14 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101844&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" What do you like 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 que ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.0/5 "Effortless Automation with ServiceNow AI Agents" What do you like about ServiceNow AI Agents? I really like that you can pick a specific flow and automated using the service now AI agents. The AI agents work well when the instructions are clear ##### 4. Easy Integrations Users appreciate the **easy integrations** of ServiceNow AI Agents, enhancing workflows and boosting efficiency for support teams. [ See 11 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101905&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" What do you like 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 que ![Alexandra N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexandra N.") AN Alexandra N. 4.5/5 "User-Friendly AI Agents with Customization Challenges" What do you like about ServiceNow AI Agents? I appreciate that ServiceNow AI Agents are built based on specific use cases, which makes them user-friendly and easier to integrate into our operatio ##### 5. Helpful Users find ServiceNow AI Agents **highly effective for automating workflows** , enhancing speed and accuracy in issue resolution and communication. [ See 7 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2245939&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") C Verified User Enterprise (\> 1000 emp.) 5.0/5 "Smart Incident Resolution for Agents of ITSM" What do you like about ServiceNow AI Agents? It is helping agents to suggest the resolution for the Incidents based on the history and also generating the knowledge articles and which can be used ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") C Verified User Mid-Market (51-1000 emp.) 4.0/5 "Service agent review" What do you like about ServiceNow AI Agents? It was enjoyable and easy to learn. The user-friendly and intuitive interface was very helpful. I think it has many important features, but not too ma ### 5 Cons or Disadvantages of ServiceNow AI Agents ##### 1. Inaccuracy Users find that the **inaccuracy** of ServiceNow AI Agents leads to confusion and reduces trust in its effectiveness. [ See 10 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101872&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" 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 VS Vikram S. Enterprise (\> 1000 emp.) 4.0/5 "Convenient and Professional Tool That Delivers" What do you dislike about ServiceNow AI Agents? I dislike that ServiceNow AI Agents can feel overly rigid and limited in real-world scenarios. They often struggle with nuanced or scenario-based ques ##### 2. Poor Understanding Users express frustration with the **poor understanding** of ServiceNow AI Agents, leading to generic responses and confusion. [ See 9 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101857&qs=pros-and-cons#reviews) See Related User Reviews ![Girishchand B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Girishchand B.") GB Girishchand B. Mid-Market (51-1000 emp.) 4.0/5 "ServiceNow AI Agents: Seamless Workflow Integration That Automates Support" 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 VS Vikram S. Enterprise (\> 1000 emp.) 4.0/5 "Convenient and Professional Tool That Delivers" What do you dislike about ServiceNow AI Agents? I dislike that ServiceNow AI Agents can feel overly rigid and limited in real-world scenarios. They often struggle with nuanced or scenario-based ques ##### 3. Complex Configuration Users find the **complex configuration** of ServiceNow AI Agents time-consuming and challenging for effective real-world application. [ See 8 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2245964&qs=pros-and-cons#reviews) See Related User Reviews VS Vikram S. Enterprise (\> 1000 emp.) 4.0/5 "Convenient and Professional Tool That Delivers" What do you dislike about ServiceNow AI Agents? I dislike that ServiceNow AI Agents can feel overly rigid and limited in real-world scenarios. They often struggle with nuanced or scenario-based ques ![chanath w.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "chanath w.") CW chanath w. Enterprise (\> 1000 emp.) 4.0/5 "Complex Setup but Streamlines IT Task Automation" What do you dislike about ServiceNow AI Agents? I find the setup process of ServiceNow AI Agents quite complex and challenging. It requires a strong background in process mapping and involves dealin ##### 4. Limited AI Users find the **limited responsiveness** of ServiceNow AI Agents frustrating, as they struggle with nuanced questions and customization. [ See 8 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101888&qs=pros-and-cons#reviews) See Related User Reviews VS Vikram S. Enterprise (\> 1000 emp.) 4.0/5 "Convenient and Professional Tool That Delivers" What do you dislike about ServiceNow AI Agents? I dislike that ServiceNow AI Agents can feel overly rigid and limited in real-world scenarios. They often struggle with nuanced or scenario-based ques ![Alexandra N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexandra N.") AN Alexandra N. 4.5/5 "User-Friendly AI Agents with Customization Challenges" What do you dislike about ServiceNow AI Agents? I find that most of the AI Agents are designed for an out-of-the-box environment, and if I have a customized environment, I need to invest more time t ##### 5. Complex Usability Users find the **setup and customization process complex** , requiring significant learning and background knowledge to navigate effectively. [ See 5 mentions ](https://www.g2.com/products/servicenow-ai-agents/reviews?filters%5Bsentiment_snippet%5D=2101882&qs=pros-and-cons#reviews) See Related User Reviews TS Tanya S. Enterprise (\> 1000 emp.) 4.0/5 "Helps to automate complex problems" What do you dislike about ServiceNow AI Agents? Could be too complex to navigate so company must work on simplifications and ease of use for novice users to reduce the learning curve and get results ![Daniyal K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Daniyal K.") DK Daniyal K. Small-Business (50 or fewer emp.) 2.5/5 "Reliable and Easy-to-Use Tool for Daily Operations" What do you dislike about ServiceNow AI Agents? While ServiceNow AI Agents are powerful and reliable, sometimes the initial setup and customization can be complex and require a steep learning curve. RS rajesh s. ServiceNow ASEAN Lead Enterprise (\> 1000 emp.) 5/7/2026 Business partner of the seller or seller's competitor, not included in G2 scores. "Native AI agents that finally run on governed platform data" 5/5 What do you like best about ServiceNow AI Agents? What I like best is that the AI Agents run natively on the Now Platform, so they operate on the same governed data model and workflows we already trust. The agents have direct context from the CMDB, CSDM, and live records, which means they act on real platform state rather than a disconnected layer bolted on top. The AI Agent Orchestrator handling coordination across specialised agents is a big plus, and because everything stays inside the platform's existing RBAC, ACLs, and audit trail, governance and compliance are intact by default rather than being an afterthought. For regulated clients I work with, that combination of context, orchestration, and built-in guardrails is what makes the agents usable in production and not just in a demo. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? More user friendly and security concernsThe main friction is cost predictability. Consumption runs on Assist units, and forecasting usage across a large agent deployment is hard before you see real production volumes, which makes budgeting conversations with finance teams difficult. Licensing is also a moving target. The shift to the Foundation, Advanced, and Prime tiers changed how entitlements map to AI capabilities, and keeping clients aligned on what they actually own versus what needs an upgrade takes real effort. Beyond cost, the agents are most effective when the underlying data foundation is mature. On clients with a weak CMDB or incomplete CSDM, the agents underperform and you end up doing foundational data cleanup first. Skill coverage out of the box is still uneven across non-ITSM workflows, so custom agent build effort is higher than the marketing suggests. Better native observability into why an agent made a given decision would also help in regulated environments where we need to defend that reasoning to auditors. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? For our enterprise clients, the agents are mainly solving the problem of manual effort and slow resolution across high-volume operational work. In ITSM and ITOM we use them to triage, enrich, and resolve incidents without an analyst touching every ticket, which cuts mean time to resolution and frees skilled people for higher-value work. In SecOps the agents help close the gap between detection and response by handling enrichment and routine containment steps that used to sit in a queue. For SPM and IRM workflows they reduce the reporting and evidence-gathering burden that regulated clients in BFSI, telecom, and government carry. The benefit to IBM and our customers is twofold. Customers activate AI capability they have often already paid for under the new licensing tiers, so we frame the engagement around realising existing investment rather than net new spend, which shortens the business case. For IBM, the agents pair well with our consulting and data governance work, since the agents only perform as well as the data foundation underneath them. That gives us a clear role helping clients get the CMDB, CSDM, and integration layer right first, then deploying agents on top. The result is faster outcomes for the client and a durable advisory position for us. Review collected by and hosted on G2.com. Show More 6/16/2026 Current UserValidated ReviewerIncentivizedSource: G2 Gives Campaign ![Agnes P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Agnes P.") AP Agnes P. Head of Brand Marketing and Strategy Information Technology and Services Enterprise (\> 1000 emp.) 8/6/2026 "Built-In AI That Understands Your Data and Handles the Heavy Lifting" 3.5/5 What do you like best about ServiceNow AI Agents? Because it’s built directly into the main system, I can work with all my existing data without having to rely on any messy extra tools. The AI/Intelligence feature is fantastic, since it genuinely understands what’s going on in my files and can handle tough jobs on its own. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? What I dislike the most is how difficult it is to figure out the usage limits and consumption patterns. Keeping track of how many tasks the system is handling behind the scenes feels confusing, making it really hard to understand our overall system activity levels. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? It stops me from getting buried under a heap of repetitive daily tasks. It quickly finds answers to common questions, so I do not have to wait around. It organizes my work automatically without needing constant attention. This tool connects with my existing business tools via integrations, so I no longer have to switch between multiple platforms. It makes getting started simple with a smooth onboarding process that helps me become productive much faster. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Megan B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Megan B.") MB Megan B. Digital marketing Enterprise (\> 1000 emp.) 8/10/2026 "Powerful ServiceNow AI Agents Integration That Goes Beyond Answers" 3.5/5 What do you like best about ServiceNow AI Agents? What I like most about ServiceNow AI Agents is that they can take a task beyond simply giving an answer. Integration with ServiceNow workflows, records, and applications is one of the strongest advantages. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? The main thing I dislike is that it sometimes needs detailed configuration before it handles complex requests correctly. If workflows, permissions, or available data are not set up properly, it may require human intervention. This can make the initial setup and testing more time-consuming. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? When a small, repetitive task is automated, the time saved can improve several other parts of the workflow. That’s exactly what happened when we adopted this platform: it clearly reduces the amount of manual work and lets me spend more time on complex issues that genuinely require human attention. The onboarding process is also quite efficient, and the pricing structure feels comparatively flexible. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Bart K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bart K.") BK Bart K. Lead Software Engineer Information Technology and Services Enterprise (\> 1000 emp.) 7/28/2026 "ServiceNow AI Agents Feel Like a Perfect Team Member" 4/5 What do you like best about ServiceNow AI Agents? In this era of automation, ServiceNow AI Agents have outdone other platforms by letting AI take care of the first few steps before I even have to think about them. There’s also no need for constant supervision. Overall, the platform feels more like a perfect team member than just a tool. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? Agents are effective and responsible for sure, but it took us time to start trusting them before giving them more responsibility. I have also felt that AI occasionally lacks the real business context behind any unusual request. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? No time is wasted on coordinating simple handoffs between systems. AI handles straightforward cases pretty much on its own without needing our attention. It’s not about how AI does more work, but it is about how we spend less time for doing repetitive tasks all day and spend more time focusing on what matters most. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Pradip G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pradip G.") PG Pradip G. Technology Lead Computer Software Enterprise (\> 1000 emp.) 4/13/2026 "ServiceNow AI Agents Streamline Workflows and Reduce Manual Effort" 4.5/5 What do you like best about ServiceNow AI Agents? What I like most about ServiceNow AI Agents is how they cut down on manual effort by automatically taking care of tasks such as ticket assignment and offering resolution suggestions. They integrate smoothly into existing workflows without causing disruption, and they continue to improve over time, which helps make my work faster and more efficient. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? One thing I dislike about ServiceNow AI Agents is that sometimes the recommendations are not fully accurate, especially in complex or uncommon scenarios. It still requires manual verification, which reduces complete dependency on AI. Also, initial setup and fine-tuning can take time and effort to get the best results. Without proper configuration and quality data, the performance may not be as effective as expected. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? As an enterprise user who is using ServiceNow daily, I see that AI Agents are solving the problem of high manual workload and slow ticket resolution. Earlier, a lot of time was going into understanding issues, routing tickets, and following up. Now, AI Agents are handling these tasks more efficiently by automatically categorizing, assigning, and even suggesting solutions. This is benefiting me by saving time and improving productivity in my daily work. I can focus more on critical and value-added tasks instead of repetitive activities. It also helps in faster response time and better user experience across the organization, which is very important at enterprise level. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Anddrew A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anddrew A.") AA Anddrew A. Senior QA Automation Specialist Information Technology and Services Enterprise (\> 1000 emp.) 8/8/2026 "Adaptive Decision-Making with Low Latency and Fast, Professional Support" 3/5 What do you like best about ServiceNow AI Agents? Embedding adaptive decision-making directly into core data structures has eliminated many of the rigid limitations I used to run into. With this structural capability in place, systems can self-heal safely, handle and resolve complex incidents, and govern enterprise actions with high precision while keeping latency minimal. On top of that, the platform’s customer support is professional, and their responses are consistently very fast. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? The biggest issue for me is that monitoring agent activity can become difficult when several agents are running at the same time. Keeping track of their actions and outcomes sometimes requires extra effort. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? Operationally, the platform solves major productivity issues by unifying data and automating end-to-end task execution. The smooth onboarding and helpful support made adoption easier for us. The overall ROI shows through lower workload and faster resolution rates. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite JW James W. Mid-Market (51-1000 emp.) 6/27/2026 "Automated Efficiency Booster for IT Service Desks" 4/5 What do you like best about ServiceNow AI Agents? I really appreciate that ServiceNow AI Agents save our team a lot of time on repetitive work, like manually reviewing each ticket or searching for the right information. These AI agents provide relevant context and recommend the next action, which has improved our efficiency. The biggest value for us is how it removes representative administrative work, reducing manual effort in handling incident service requests and employee support. This automation, with its useful suggestions, has improved response times, reduced ticket backlogs, and freed up our support team to focus on more pressing issues. Setting it up was pretty easy, especially since we were already using ServiceNow. Expanding it to Microsoft Teams was also straightforward. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? I don't like that the quality of the results depend heavily on your data. If your knowledge articles are not well maintained, the recommendations won't always be accurate. Some advanced automations take time to configure and test before they are ready for production. So there is a bit of a learning curve during implementation. 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 automate routine IT support tasks like ticket assignments and answering common questions. It saves our team time on repetitive work, improves response times, reduces ticket backlogs, and lets us focus on more critical issues with useful suggestions. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ashly S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashly S.") AS Ashly S. Project Manager Small-Business (50 or fewer emp.) 8/4/2026 "ServiceNow AI: Easy UI, Smart CMDB Insights, and Automated Action" 4/5 What do you like best about ServiceNow AI Agents? ServiceNow AI work in ServiceNow and get the required data from CMDB and figure the solution to get the work done. The best thing is that it not only answer the quarries it just plan and take action automatically. The user interface is very easy to use for us when any serious customer case come. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? It’s very hard to predict the exact price before using it, because adding more calling tools and third-party integrations can make the bill much higher. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? Answering the customer service, issues and incidents separately is very time consuming onboarding. People with common issues also required manual assistance but now with I can easily solve common issue by AI agents. The built in WhattsApp integration let customer report an IT incident through message to complete respond case instantly. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Josue R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Josue R.") JR Josue R. Data & AI Engineer Mid-Market (51-1000 emp.) 6/26/2026 "Straightforward Agent Building That Streamlines ServiceNow Workflows" 4.5/5 What do you like best about ServiceNow AI Agents? What stands out most is how straightforward it is to build agents. I can stand up a working agent for a workflow without heavy custom development, which keeps the focus on the process rather than the plumbing. We mainly use it for workflow automation, and it fits into our existing ServiceNow flows cleanly, so handoffs that used to require manual steps now run on their own. The clearest benefit has been faster resolution times: routine requests that previously waited in a queue get handled and moved along much sooner, which has taken real pressure off the team. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? The main gap I’ve run into is the documentation. When I’m working on more advanced agent configurations, the available material doesn’t always go deep enough, so I often end up figuring things out through trial and error or by digging through community threads instead of finding a clear, authoritative reference. It’s more of an annoyance than a blocker, and it hasn’t stopped me from getting agents up and running. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? Before adopting ServiceNow AI Agents, a lot of routine requests moved through our workflows manually, so even simple steps would sit in a queue waiting for someone to pick them up and move them along. Now the agents handle that triage and routing on their own, which has translated into noticeably faster resolution times and less manual effort spent on repetitive work. The AI is solid enough to interpret incoming requests and act on them without constant babysitting, so the team can focus on the cases that actually need human judgment. In terms of return, the value shows up less as a hard line-item saving and more as reclaimed capacity. On the pricing and ROI side, the cost only really makes sense once you factor in the volume of work the agents take off the team’s plate. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Abhishek S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Abhishek S.") AS Abhishek S. Marketing Manager Small-Business (50 or fewer emp.) 6/22/2026 "ServiceNow AI Agents Save Time with Accurate Ticket Summaries and Suggested Replies" 4.5/5 What do you like best about ServiceNow AI Agents? What I like most about ServiceNow AI Agents is that they save a lot of time on the small things that add up during the day. We started using the AI capabilities mainly for ticket summaries and suggested responses, and honestly, that reduced a lot of context switching for our team. During handoffs between shifts, agents no longer have to read through long incident histories to understand what’s going on. The summaries are usually accurate enough to get you up to speed quickly. I also like that the AI is built into existing workflows instead of feeling like a separate tool we have to manage. Review collected by and hosted on G2.com. What do you dislike about ServiceNow AI Agents? One thing we’ve noticed is that the AI output still needs human review, especially for more complex requests or incidents with a lot of context. For straightforward tasks it’s helpful, but sometimes the summaries or suggested responses miss nuances that an experienced agent would catch. There was also a bit of a learning curve in figuring out where the AI added value and where manual handling was still the better option. It’s definitely useful, but it isn’t something you can put on autopilot and forget about. Review collected by and hosted on G2.com. What problems is ServiceNow AI Agents solving and how is that benefiting you? One place where we’ve noticed the biggest difference is during shift handovers. Earlier, someone taking over an incident had to scroll through a lot of work notes just to understand what had already been done. The AI summaries have cut that down quite a bit. We also use the suggested responses for some of the more repetitive tickets. They’re not always perfect, so we still review them, but overall they’ve helped us spend less time on admin work and more time actually resolving issues. Review collected by and hosted on G2.com. 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