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.

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.

I use ServiceNow AI Agents to improve efficiency in customer support and service experience. It automates repetitive tasks, streamlines ticket handling, and supports knowledge management, reducing the overall workload and improving response time. Its reliability is a big deal in my department as it manually routes tickets and ensures consistent handling of common requests. I appreciate how it helps make the support process feel stable and predictable. Setting it up was fairly straightforward and just required some coordination with all the teams. I also like using it alongside other support and workflow tools, as it typically works together with the main ServiceNow platform for ticketing and incident management, complementing communication tools like emails or chat systems. Overall, I haven't run into any issues, and the experience has been smooth and reliable. Review collected by and hosted on G2.com.

It's not always accurate with the response, but no AI is. Review collected by and hosted on G2.com.

What stands out most about ServiceNow AI Agents is their ability to automate repetitive IT tasks and deliver fast, conversational support, significantly improving user experience. They understand user intent, trigger workflows, and provide contextual responses, reducing manual effort and speeding up service delivery.

AI Agents also excel in integration capabilities, seamlessly connecting with ITSM, ITOM, and third-party systems to enable end-to-end automation across tools. Their performance is strong, handling high volumes of requests efficiently while maintaining quick response times.

From a pricing and ROI perspective, they help reduce support costs by deflecting tickets and improving agent productivity, delivering measurable value over time. Additionally, support and onboarding are well-structured, with guided setups, prebuilt use cases, and ongoing improvements that make adoption smoother.

Overall, AI Agents enhance efficiency, scalability, and service quality through intelligent automation and continuous learning. Review collected by and hosted on G2.com.

ServiceNow AI Agents can require significant setup and tuning to perform effectively, especially for complex use cases. Accuracy may vary initially due to data quality and training gaps. Integration with legacy systems can be challenging, and high licensing costs may impact ROI for smaller teams. Additionally, advanced customization and onboarding may need skilled resources. Review collected by and hosted on G2.com.

Using ServiceNow AI Agents feels like having an extra team member who is available all the time.

I really appreciate the fact that whenever complex support requests come in, the AI understands the problem, completes multiple tasks automatically, and updates records without needing constant supervision. Review collected by and hosted on G2.com.

I haven’t run into any major issues while using the platform. The core components work with seamless reliability, so my day-to-day routine stays completely uninterrupted. Overall, it’s genuinely hard to point to any meaningful flaws or shortcomings in the experience. Review collected by and hosted on G2.com.

The AI handles repetitive conversations on its own, which frees me up to spend time on the ones that actually need my attention. The UI also plays a big role by showing me what’s happening behind the scenes in any conversation. Overall, the AI manages all the routine questions effortlessly. Review collected by and hosted on G2.com.

Where AI agents effectively handle all of the routine questions and use best practices but they also struggle with highly specific or uncommon requests so we have to stay alert in case that happens. 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 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.

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.