Companies are beginning to use AI agents. However, as firms plan to deploy agent ecosystems at scale and improve worker adoption, they may consider treating AI agents as tools working within the background to avoid intimidating employees who think they should know how you can use these tools.
Dorit Zilbershot, Vice President of AI and Innovation at ServiceNowtold VentureBeat that employees don't must know whether teams of AI agents are working within the background.
“There's a lot AI around us that we're not even aware of it, and that's how we take into consideration AI agents in ServiceNow,” Zilbershot said. “It should just work. As an worker, I shouldn’t care if there are AI agents within the background.”
Zilbershot said employees develop into “managers” of AI agents because they only must do their regular work. Agents are mechanically triggered to finish tasks.
Companies have begun to utilize AI agents and explore how they could be deployed at scale, although enterprise use of generative AI has declined barely. Zilbershot said ServiceNow's agent platform, Now Assist, is the corporate's “fastest-growing product so far.” Now Assist launched a library of AI agents for patrons in September.
Ideally, AI agents could automate many workflows. This might include sales or product roadmaps, where one agent may encrypt customer information, one other categorizes it, and one more notifies an worker of a standing change. Zilbershot said agents don't replace human employees, they take lots of the work off their hands, so people only must listen to an agent when there’s an agent meant to interact with them.
Bill McDermott, CEO of ServiceNow, told VentureBeat in a separate interview that generative AI, particularly applications around agents, has “exceeded our expectations.”
“We master workflow and governance and construct agents that solve unique problems,” McDermott said. “AI might be in every product we now have.”
As AI agents develop into more popular, Zilbershot says firms need to grasp what makes agents work for his or her company and their employees.
Agents and never assistants
Aside from AI agents working silently within the background, it's critical for firms to grasp that agents usually are not assistants, Zilbershot said. If not, there’s a risk that users might be expected to learn to command agents fairly than letting them work autonomously for them.
“I believe we do a bit disservice to our customers by having agents act more as assistants, but we're not changing the name,” Zilbershot said. “It just creates a misperception available in the market and in the best way people approach working with agents.”
Zilbershot added that AI agents work best when there are other agents they will interact with. To handle the expected proliferation of agents, Orchestrator agents should be deployed to administer all agents. ServiceNow delivers an orchestrator agent with its Now Assist platform.
Other firms have begun offering firms access to using Orchestrator agents and developing custom AI agents. Crew AI launched an agent platform this month, while Asana released an agent builder specifically for workflows.
Partnership with Nvidia
To expand its agent ecosystem, ServiceNow announced it can begin developing off-the-shelf AI agents NvidiaNIM Agent Blueprint.
Zilbershot said using the NIM Agent Blueprint helps ServiceNow construct more agents within the quantities they deem needed to make agents more efficient.
“We are expanding our ecosystem because there could also be limits to how much we are able to construct on our own; We need to form a robust partnership with firms like NVIDIA to develop native AI agents throughout the ServiceNow platform,” she said.
The first agent ServiceNow will construct with Nvidia is a Container Security AI vulnerability assessment agent. The agent will automate vulnerability evaluation and might be available on ServiceNow's agent platform in 2025.
Zilbershot said the collaboration with Nvidia is just the primary of many potential partnerships ServiceNow will enter into to expand AI agents.
