AI at ServiceNow
At ServiceNow, our mission is to use the transformative power of AI within workflows, driving enhanced performance and world-class experiences. Use the guidance provided here to get a better understanding of how we approach AI experiences at ServiceNow and how you can use our components and patterns to build AI experiences that people trust.
What can AI do?
AI is evolving rapidly. It's useful to understand the different types of AI and how they can be used to tackle different types of problems.
Traditional AI follows rules and makes predictions based on structured data, like sales insights on an analytics dashboard, or fraud alerts in your credit card app. Traditional AI requires structure, rules, and analysis from a human.
Generative AI (GenAI) is able to take user input plus data and generate something new, like text or images. While more advanced than traditional AI, the system still needs to be initiated by a user prompt.
Agentic AI is able to observe its surroundings, gather data, and use that information to take action to meet predetermined goals set by a human. That means, AI agents can work dynamically and proactively without direct human prompting (but always under human control).
While agentic AI is getting the most attention right now, its important to select solutions based on the problems you're trying to solve. Learn more in our agentic AI guidelines.
Learning to design for AI
Horizon has a few different resources to help you build AI experiences.
Understanding human-centered AI principles
Designing for AI provides a high level overview of responsible AI design principles and a framework to help ensure you're keeping humans at the center of the experience.
Creating agentic AI experiences
Our agentic AI guidelines provide an overview of agentic experiences and specific research-backed patterns we use in our tools today.
Crafting good conversations
Detailed conversation design guidelines offer everything you need to craft successful scripted and generated conversations for your users.
Building with components
View component usage guidelines for specific AI components in each app framework library, or get hands on in Figma with the Now Assist Figma library.
