AGENTIC AI - The Future of Work and the Agents Building It
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This episode of ServiceNow Insights dives deep into the transformative potential of agentic AI, tracing its evolution from basic automation to intelligent, autonomous systems capable of handling complex, variable tasks. Host Bobby Brill explores how ServiceNow is building a hierarchical agent ecosystem—featuring specialized agents, an orchestrator, and a human-in-the-loop framework—to deliver context-aware, actionable insights. Through real-world examples like Agent Ada, a data analysis agent that tailors insights based on user role and intent, the episode demonstrates how agentic AI can move beyond simple data retrieval to deliver strategic, narrative-driven business intelligence. The conversation culminates with the InsightBench project, which introduces a scalable benchmark to evaluate the truthfulness, depth, and actionability of AI-generated insights, addressing a critical trust gap in enterprise AI. The episode underscores that the future of work isn't just about automation, but about intelligent agents that act on our behalf with increasing autonomy and accountability.
Agentic AI goes beyond automation by enabling systems to autonomously plan, reason, and adapt to complex, variable situations based on context and user intent.
ServiceNow’s agent architecture uses a hierarchical model with specialized agents, an orchestrator, and safeguards to ensure trust, transparency, and human oversight.
Agent Ada exemplifies how AI can transform raw data into actionable, personalized insights by understanding both the goal and the user’s role—critical for adoption across business teams.
Trust in AI-generated insights requires more than accuracy: benchmarks like InsightBench are essential to verify truthfulness, depth, and actionability.
The real value of agentic AI lies not in speed alone, but in delivering insights that are meaningful, verifiable, and directly usable for decision-making.
Introduction to Agentic AI
Bobby Brill sets the stage for the episode, framing agentic AI as a pivotal evolution in enterprise technology and introducing the key themes: from automation to autonomous agents, and the critical question of trust.
The Evolution from Automation to Agentic AI
“Agentic AI is not just doing what you tell it to do—it’s understanding context, adapting to change, and acting on your behalf like a human assistant would.”
The Agent Hierarchy at ServiceNow
“The orchestrator picks the right agents for the job, like a conductor leading an orchestra—ensuring the right skills are applied in the right order.”
Agent Ada: AI That Understands Goals and Roles
“Same data, different stories—because what matters to a product manager is not the same as what matters to a data scientist.”
The Trust Challenge: Evaluating AI Insights
“We don’t just want AI to be smart—we want it to be honest, verifiable, and useful in real business decisions.”
“We don’t just want AI to be smart—we want it to be honest, verifiable, and useful in real business decisions.”
“AI that hallucinates numbers is worse than no AI at all.”
“Agentic AI is not just doing what you tell it to do—it’s understanding context, adapting to change, and acting on your behalf like a human assistant would.”
Host
Guests
ServiceNow
organization
Bobby Brill
person
Agent Ada
product
LLM
other
Rita Castillo
person
InsightBench
other
Amruta Ramesh
person
Issam Laraji
person
Anitha Raghavan
person
Now Assist
product
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