Autonomous Workforce release notes
Your ServiceNow® Autonomous Workforce is made up of AI specialists, coordinated systems of AI agents that collaborate, reason, and execute end-to-end work as a collective. See the following sections for release notes by version.
About Autonomous Workforce
- Support your team's efficiency with AI specialists that autonomously resolve high-volume, low-effort tasks and knows when to hand things off for anything outside its scope.
- Resolve requests across multiple channels with a single, unified AI persona for all requestor communication.
- Deploy an AI specialist to every team based on the same foundation, then customize the configuration of each one to fit that team's specific needs.
- Equip your team with an AI specialist that improves with use, learning from its own track record and your feedback to handle future requests more effectively.
See Autonomous Workforce for more information.
Activation and other requirements
- Activation information
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Contact your ServiceNow account manager to get started with Autonomous Workforce.
Note:Domain separation is not supported on this version of Autonomous Workforce. - Additional requirements
Your instance must be on Australia Patch 3.
Accessibility and localization
- Localization information
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AI specialist supports multiple languages for user interaction. Because language detection and generation are based on an underlying large language model, not all languages have the same level of fluency. See Multilingual support for AI specialists for more information.
Version 3.2
New enhancements to routing criteria, document intelligence, advanced search, and follow-up metrics.
What's new
- Updated routing criteria configuration
- Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight.
- Document intelligence added to AI specialist
- Add context to the work assigned to an AI specialist, allowing it to read attachments such as screenshots, PDFs, and error logs to generate responses.
What's changed
- Advanced search turned on by default
- See more richer and more relevant results to searches performed by the AI specialist.
- Follow-up metric added to AI specialist performance dashboard
- Monitor where requests stall and where guidance can be clearer by tracking the follow-ups necessary after an initial response by the AI specialist.
Version 3.1
Version 3.1 is the first release of Autonomous Workforce. Contact your ServiceNow account manager for more information about access to this application.
What's new
- Configurable profile for a unified AI persona
- Customize your AI specialist's name and icon to fit your brand, and decide on its role and assignment group to determine what data and work it can access.
- Multiple task configurations for fine-tuning AI specialist processes
- Configure pre-built tasks, adding your own routing behavior, response templates, search profiles, and knowledge sources, with no prompt engineering required.
- AI specialist activity and performance monitoring
- Track every record your AI specialist touches and measure its performance to see the value it brings to your team across multiple metrics.
- User-based work assignment
- Create assignment rules to automatically route work to your AI specialist for triage and resolution. It only acts on requests it's confident it can resolve, proposing a solution directly. Anything less certain gets handed off to a human agent.