Have you noticed that everyone has been talking about AI agents over the past few months? The technology started gaining serious traction last January, and today, companies across all industries are exploring the potential for adopting it.
If you are a ServiceNow customer, though, you’ve likely been using agentic AI features since last September.
ServiceNow — and similar platforms like BMC Helix, UiPath, or Freshworks — are spearheading the adoption of agentic AI, which, frankly, comes as no surprise. The enhanced autonomy and adaptability of AI agents align perfectly with the automation of IT service management, customer relationship management, enterprise resource planning, and similar business processes. As a result, the changes we’re observing in this sector are nothing short of transformative.
Let’s take a closer look at this transformation and its impact on companies’ growth strategies.
What’s changing
The short answer is more people within your organization can do more — faster and with greater efficiency.
Products like ServiceNow have historically focused on bringing building-blocks-style automation to enterprise workflows. AI agents elevate this model by unlocking the potential for more agile and goal-driven automation.
- Proactive action, fully automated. Agents take AI from merely responding to user input to handling complete workflows end-to-end. For instance, agentic AI can predict and autonomously address issues like customer churn, security vulnerabilities, release bottlenecks, and more.
- Higher awareness, less handholding. AI’s “agency” is largely a product of a wide range of multimodal data analyzed to enable agents to “better understand” their digital surroundings. This data allows for more precise and actionable recommendations — or even autonomous resolutions of issues if the specific workflow and setup permit it.
- More power to citizen developers. ServiceNow combines low-code development with artificial intelligence, offering code-generation functionality, such as Now Assist. This approach has been a game-changer for our low-code experts, who can automate workflows 25% faster thanks to GenAI — read more about this here.
- Potential for data-driven growth. Because ServiceNow operates as a unified database for ITSM, HR, CRM, SecOps, app development, and more, agents get comprehensive access to diverse enterprise data. With the right expertise, companies can unlock more complex automation scenarios catering to unique industry or company-specific requirements.
Our teams bring 2X cost efficiency without compromising on quality, giving you a smarter way to build and scale
What it means for companies
Solutions like AI Agent Studio and Orchestrator, as well as Now Assist, enable companies to create and deploy agents with minimal technical expertise. Still, just like most ServiceNow functionality, AI agents are not plug-and-play — implementing and tailoring them to your business goals requires planning, team alignment, and continuous optimization. Additionally, advanced use cases necessitate dedicated tech expertise, particularly when performance and ROI are top priorities.
Scenarios like this make the case for engaging specialized engineering vendors like AgileEngine. With over ten years of experience with low-code solutions, we provide strategic consultancy, implementation, and maintenance, helping you harness the full power of low-code automation.
Custom AI capabilities and apps
Out-of-the-box AI agents and products are just the tip of the iceberg. Our engineers, supported by our AI and Data Studios, can enable seamless integration with third-party data and tools, ensuring end-to-end automation that fits your unique strategy.
Rapid implementation
Whether it’s launching ITSM in under 60 days or integrating CMDBs across business units, we focus on outcomes over outputs. Our experts can help you address specific use cases with the readily available or customizable capabilities of ServiceNow while handling testing, monitoring, and maintenance.
Strategic consultancy
With 180+ products available on the platform, navigating the ServiceNow ecosystem isn’t for the faint of heart. Companies leverage our ServiceNow and ITIL consultancy to align the platform capabilities with their long-term strategy, guide implementation activities, ensure compliance, and identify user stories and requirements.
Sample case study: accelerating routine operations
Powered by AI, low-code systems offer more comprehensive coverage for communication-intensive workflows that have traditionally required human intervention. For example, let’s examine one of our latest proof-of-concept solutions, which streamlines the lead management and client onboarding process for a B2B services firm. Implemented by our engineers, the solution covers the following workflows:
- Updating the CRM based on the results of the intro call with prospective clients
- Sending personalized emails (featuring relevant links and attached media) to prospective clients
- Generation of pre-populated documents, including non-disclosure agreements (NDA) and master service agreements (MSA), to all relevant parties
- Generation of cloud folders with relevant information about the prospective client for the company’s internal teams
- Sending personalized legal review emails to the prospective client and the company’s legal team
Based on usage logs from the initial pilot, the automation reduced human involvement in the above workflows from an average of 42 minutes per prospect to just 6–8 minutes. This translates to an 85%+ reduction in manual workload, freeing up sales and legal teams for more strategic, high-impact work.
Additional productivity gains:
- Faster turnaround: average onboarding time reduced from 2–3 business days to less than 24 hours
- Higher throughput: up to 2x more leads per week handled by the sales team without adding headcount
- Lower error rate: document handling and communication errors reduced by 90%+ through automation
Your ServiceNow vendor strategy: consultancy or staff augmentation
The transformation that agentic AI has brought to ServiceNow and similar platforms promises unprecedented levels of automation and efficiency to businesses. Leveraging the expert assistance of vendors like AgileEngine can help companies capitalize on this potential.
Whether you need end-to-end support in ITSM adoption or plan to add skilled experts to your existing team, we’ve got you covered.
For companies seeking 360-degree assistance, we offer specialized teams with deep experience across ITSM, HRSD, CSM, SecOps, low-code app development, and more. The same level of expertise is also available when leveraging our staff augmentation model, where our remote experts fully integrate into your team and process.
Contact our expert team for more personalized insights — and actionable steps on leveraging remote talent to boost your growth.
