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.

I find ServiceNow AI Agents really helpful for managing most of my IT tickets and also resolving them. It supports my workflow orchestration and provides automation abilities that make tasks much smoother and efficient. This tool definitely enhances how I handle tasks and my tickets. Review collected by and hosted on G2.com.

I feel like the onboarding is a little rough. There isn't a very straightforward or simplified tutorial to get started with things, let's say with examples and stuff, and it can get a little complex for beginners, especially newcomers to the ServiceNow platform as a whole. Review collected by and hosted on G2.com.

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.

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 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.

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.

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.

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.

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.

Still some issues to sort out with Donain Separation but mostly mino Review collected by and hosted on G2.com.

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.

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.

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.

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.

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.

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.

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.

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.