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 that act on behalf of humans. Host Bobby Brill explores how ServiceNow is building a hierarchical agent architecture—featuring specialized agents, an orchestrator, and a user-facing interface—to handle complex, dynamic workflows with human-like reasoning. Real-world examples like Agent Ada, a data analysis agent that tailors insights based on user role and intent, demonstrate how agentic AI can turn raw data into actionable business stories. The episode also tackles the critical challenge of trust, introducing InsightBench—a benchmarking framework that uses AI to evaluate the accuracy, depth, and actionability of AI-generated insights, ensuring they’re not just plausible but verifiable. Together, these advancements signal a shift from reactive tools to proactive, intelligent partners in enterprise work.
Agentic AI goes beyond automation by autonomously handling complex, variable tasks using goal-oriented reasoning and context-aware decision-making.
ServiceNow’s agent hierarchy—orchestrator, specialized agents, and tools—enables scalable, secure, and human-aligned AI workflows.
Agents like Agent Ada personalize insights based on user role and intent, transforming raw data into strategic narratives actionable by business teams.
Trust in AI requires more than accuracy: InsightBench uses AI to evaluate AI, ensuring insights are truthful, deep, and actionable.
The real value of agentic AI lies in reducing human effort—saving up to 200,000 hours annually in enterprise operations by automating high-volume tasks.
Introduction to Agentic AI
Host Bobby Brill sets the stage for the episode, introducing the core themes of agentic AI, its relevance across industries, and the purpose of this episode: to provide a comprehensive overview of what agentic AI is, how it works, and why trust matters.
From Automation to Agentic AI
“Agentic AI is not just responding to queries—it’s planning, reasoning, and adapting like a real analyst.”
The Agent Hierarchy at ServiceNow
“The orchestrator picks the right agents, and the agents pick the right tools—like a pyramid with the human at the center.”
Agent Ada: AI That Tells a Story
“The same data tells a completely different story depending on who’s asking.”
The Trust Challenge: Evaluating AI Insights
“We use AI to evaluate AI, so we can keep it honest at scale.”
“We use AI to evaluate AI, so we can keep it honest at scale.”
“Agentic AI is not just responding to queries—it’s planning, reasoning, and adapting like a real analyst.”
“The same data tells a completely different story depending on who’s asking.”
Host
Guests
ServiceNow
organization
Agent Ada
product
Rita Castillo
person
LLM
other
InsightBench
product
Amruta Ramesh
person
Issam Laraji
person
Anitha Raghavan
person
Now Assist
product
ChatGPT
product
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