SERVICE LOOP 01
Understand the ServiceNow context
Use the page, record, form, or list already in view so the user does not have to restate where they are working.
Embedded Agents overviewServiceNow implementation
AI that livesinside ServiceNow.
Context-aware assistance on the pages, forms, and lists where service work happens—connected to knowledge, catalog, operational analysis, and live support.
CLASSIC UI◆SERVICE PORTAL◆WORKSPACES
Faster
Answers without leaving the record
Lighter
Less repetitive gathering and typing
Consistent
Same question, same quality
On page
No workflow context switch
Human ready
Context travels on handoff
In the field
Helping power EVA for the U.S. Air Force.
On EITaaS Wave One, L2H Embedded Agents help power EVA — a secure virtual assistant delivering 24/7 IT support for Airmen and Guardians — in partnership with CACI International Inc.
Read the federal announcementService work, end to end
From the active pageto the next best action.
The Embedded Agent uses ServiceNow context to move the user through a complete service interaction instead of returning a disconnected answer.
SERVICE LOOP 02
Find or create the next action
Search knowledge, discover catalog items, help draft fields and scripts, or analyze the active list.
SERVICE LOOP 03
Close the loop
Escalate with context when human help is needed, or capture unmet demand so service knowledge can improve.
Inside ServiceNow
One assistant across the service experience.
Bring relevant assistance to end users, operators, and platform teams without asking them to move work into another application.
01
Page-aware assistance
Multi-turn guidance that understands the ServiceNow surface and record the user already has open.
02
Knowledge and catalog discovery
Search across varied wording and product naming to return relevant answers and service options.
03
List analysis
Turn large operational lists into prioritized findings and presentation-ready summaries.
04
Unmet-need capture
Offer to create an incident when knowledge or catalog content cannot answer the request.
Prove it before you commit
Test it on yourown knowledge base.
Accuracy on a vendor's sample data tells you very little about accuracy on yours. We run a structured evaluation against your own articles, catalog, and records, and hand you the suite so you can repeat it.
Because model choice is configuration here, the same evaluation also tells you which model is good enough for your tasks at a cost and hosting posture you accept.
WHAT THE EVALUATION COVERS
- Knowledge retrieval against your own articles, not a sample set
- Catalog and record lookup on your live configuration
- Retrieval settings tested both enabled and disabled
- The models you are considering, compared on identical tasks
- A rubric-scored pass or fail per task, averaged across repeated runs
Results depend on your knowledge quality and configuration, so we measure them with you rather than publishing a headline figure.
Human handoff
Escalate without losing the story.
Pass the request, what the assistant tried, and the relevant context into the live support experience so the user does not start over.
- Route into the existing live-agent experience
- Preserve request and attempted resolution context
- Keep the user in the AI experience when no agent is available
Continuous improvement
Turn “no result” into demand signal.
Question received
↓ Search finds no supported answer
Offer incident creation
↓ Capture confirmed need
Improve knowledge or catalog coverage
Role by role
One embedded experience. Different outcomes.
The same ServiceNow implementation serves the people asking for help, the teams resolving it, and the platform leaders governing the experience.
Employees
Find answers and services without leaving the page or learning another AI interface.
Service teams
Move from question to resolution with context preserved across AI and human support.
Platform teams
Deliver governed assistance while retaining control of deployment, models, and access.
ServiceNow, with proof
Test it against your service experience.
See the embedded product, review how we evaluate it on your own data, and map the deployment to your environment.
KEEP EXPLORING
ServiceNow is one Embedded Agents implementation.