Agentic AI needs orchestration: How Servicenow’s AI Orchestrow Automates Complex Enterprise Work Processes

Agentic AI is not only the most AI over -cycle, it is a real technology that can make a big difference for businesses. This is the big bet Servicenow He does and now doubles in an attempt to bring a higher return on investment in AI efforts on businesses.

Servicenow is in the business of corporate work process solutions, helping its over 8,000 world clients with all kinds of processes ranging from human resources to IT services management (ITSM). In the last two years the company gradually adds AI services through its Now assist Technology. In 2024, their first agent AI services with AI Library in AI in AI in Now support the skill kitS While the main technology is complicated, the ServiceNow approach emphasizes Invisible integration – AI agents working behind the scenes to improve the productivity of the enterprise without requiring direct interaction of users.

So how do you make an Agentic AI even more useful? This is where the AI ​​orchestration comes from.

Today, ServiceNow announces its new AI Agent and AI Agent Studio orchestra, marking a significant shift from AI’s main generative assistance to complete end -to -end tasks automation.

What is it about AI ServicNow orchestra

The AI ​​agent orchestra is the Brain, which coordinates and manages the interactions between different AI agents to perform complex tasks. AI Agent Studio is the development and management platform that gives customers the tools for creating, deploying and maintaining its own Ayani agents on custom.

The company plans to launch thousands of specialized AI agents designed to process complex business processes through it, HR and customer service functions.

Early adopters reported significant efficiency profits, according to Servicenow. An early user is to achieve a 70% reduction in ticket allowance time – reducing the average time to operate from 30 minutes to seven to eight minutes. The key to achieving a better result is to fully make the promise of agency AI. And the promise of agent work flows is not only related to the use of one agent, but more recently a series of them to achieve a business goal.

“You can have all these single AI agents to specialize in a specific task, but the attraction of the AI ​​Agent orchestra, this brings an order to the chaos,” to Venturebeat, Dorit Zilbershot, Vice President of AI experience and innovation at ServiceNow. “Make sure there is some supervision of all these AI agents and that there is an understanding of what is the purpose or business problem we are trying to solve.”

Why the AI ​​agent needs more than agents

In 2025, there was no lack of interest in the agent AI. Agentforce platform and Microsoft highlight the technology.

Servicenow is not as different in recognizing the AI ​​agency’s value for businesses. Where it differs, it is in the application. Servicenow is all about working processes for corporate processes that can often include many different steps. The agent can help automate components in a particular domain, while the orchestration of AI agent can coordinate multiple agents in areas in a complex workflow.

An example of how the AI ​​agent orchestra can help with a complex business process of an enterprise can be on board a new employee. This includes several steps and tasks that need to be coordinated, such as: setting up IT accounts and employee equipment, enrollment in human resources and advantages, planning of training and orientation sessions and providing access to the necessary business systems.

With AI Agent Orchestrator, Servicenow can create a team of specialized AI agents to handle each of these tasks. For example, an IT agent will provide the laptop, an HR agent will enroll the employee in HR systems, and a training agent will schedule the session.

The AI ​​Agent Orchestra coordinates the transmission and communication between agents. He understands the general board workflow, monitors the progress and guarantees that all the necessary steps have been successfully implemented. If any problems arise, the orchestrator may eliminate problems, redirect tasks, or escalate to human intervention, if necessary. The system also provides end -to -end visibility and management of the board process.

How does agent AI Orchestration work

The idea of ​​connecting different AI processes or LLM is also not new.

There are technologies as Langchain which allow organizations to “chain” together multiple LLMs. There are and there are Llm router Technologies that allow you to redirect different requests. Zilbershot said the ServiceNow orchestrator is built entirely on its own platform and does not rely on external frames.

She explained that the system includes both short -term and long -term memory opportunities. Memory helps to provide a context for AI agents.

There are also many types of models within the Orchestrator platform. Orchestrator uses larger language models to make decisions and planning. It then uses LLM smaller for specific actions such as summarizing or generating email.

Agent work flows need data

The strategic positioning of ServiceNow at the intersection of AI and corporate automation depends on the data, and more special on the fabric of the company’s work process data.

The workflow data fabric is a fundamental ServiceNow technology. It enables access to cross systems, consistent context support, secure data processing through working processes and integration with existing corporate systems.

“We want to manage agency AI and conversational experiences from all over the country, and we manage everything with the fabric of the workflow data at its core,” Zilbershot said. “We are able to have access to any data systems as well as any action systems, and we really create the only place where our customers can manage and organize all their corporate processes and work processes with the ServiceNow platform.”