From answers to actions, AI chatbots were yesterday’s story. At the 2025 World Forum, ServiceNow made it clear: the platform is shifting from AI that replies to AI that does. Agents no longer sit in chat bubbles, they work across IT, security, HR, and finance to close tickets, roll back code, or approve requests automatically. It’s the biggest leap in enterprise automation since workflow itself.
The new ServiceNow agent fabric
Think of Agent Fabric as an orchestral conductor. Each AI agent, voice, web, or data, handles its own task, but the fabric ensures they play in tune.
- The Agent Orchestrator coordinates multiple agents to fix complex issues end-to-end.
- The AI Control Tower governs how and when agents act, keeping everything compliant.
- The Workflow Data Fabric feeds those agents with real-time data, so actions are fast and accurate.
When they all work together, you get something powerful: autonomous workflows that remove friction and free people for higher-value work.
Why UX still decides the outcome
Automation doesn’t replace design, it depends on it. If the process is messy, the agents will automate that mess. A clear, human-centred experience layer ensures AI acts in ways that make sense to real users.
At Monochrome, we help clients design the interaction model, where human oversight ends and agent autonomy begins. We make sure users trust the system, understand what’s happening, and can intervene when it matters.
Monochrome proof
Our clients already use ServiceNow AI to:
- Auto-resolve low-risk IT incidents
- Route HR cases to the right specialist via AI classification
- Generate proactive recommendations before issues become tickets
The results? Shorter resolution times, reduced call volumes, and happier teams. Check out our Employe Center Examples.
Implementation made simple
- Start small. Pick one repeatable process.
- Map the journey. Define where AI should act and where humans review.
- Design the trust layer. Clear notifications, undo options, and feedback loops.
- Measure outcomes. Time to resolution, user trust, and success rate.
The bottom line
AI isn’t here to replace service teams, it’s here to remove the friction they hate.
When UX and autonomy work together, every click counts less and every outcome counts more.
See how autonomy looks in action.
Frequently asked questions
What is the ServiceNow Agent Fabric?
It’s the layer that lets multiple AI agents coordinate across workflows to complete tasks autonomously.
How do autonomous agents affect UX?
They simplify routine work, but still rely on good design so users know when AI is acting and can step in confidently.
Where should businesses start with AI automation?
Begin with high-volume, low-risk processes, password resets, system checks, basic HR requests and scale from there.