Redefining enterprise intelligence: This is what intelligent orchestration really delivers

At ServiceNow Knowledge 2025, the spotlight was on a transformative truth: everything is about AI agents. From how we interface with systems to how decisions are made and executed, agents are becoming the new foundation of enterprise operations.

“Everything is about AI agents. Today, we can create agents leveraging AI Studio from ServiceNow to enable our customers to better service all their ecosystem.”

Jean Marc Gaultier, Head of Group Strategic Initiatives and Partnerships, Capgemini

What are AI agents?

Agentic AI doesn’t wait – it anticipates, collaborates, and evolves. These AI agents are not tools. They’re teammates. Unlike traditional AI tools that wait for instructions, agentic AI:

• Understand context
• Anticipate needs
• Take proactive action
• Learn and evolves over time

These AI agents can collaborate with humans and other systems, making them ideal for complex, dynamic enterprise environments.

Capgemini’s resonance AI framework is the strategic blueprint for scaling AI with purpose and precision.

As AI evolves into the next utility – embedded into the fabric of everyday enterprise – Resonance AI helps leaders navigate transformation across three dimensions: Access, Adapt, and Adopt. It’s how we engineer human–AI chemistry to unlock new waves of value. And the urgency is real: according to our Capgemini Research institute “Rise of Agentic AI” report, AI agents are projected to generate $450 billion in economic value by 2028, yet only 14% of organizations have deployed them at scale. Trust in fully autonomous agents has dropped from 43% to 27%, underscoring the need for frameworks that prioritize transparency, ethics, and collaboration. Resonance AI empowers organizations to structure their roadmap, assess maturity, and deliver outcomes that are tangible, trusted, and transformative – turning AI potential into measurable impact.

The same report highlights that 62% of organizations are looking to collaborate with leading solution providers like ServiceNow to implement and advance their agentic AI strategies.

ServiceNow’s role in the agentic shift

According to Gartner, by 2028, over 15% of daily operational decisions will be made autonomously by intelligent agents – up from virtually zero in 2024. This marks a fundamental reimagining of enterprise operations.

ServiceNow is accelerating this shift with innovations like:

AI Agent Fabric: Rapidly build and deploy agents tailored to specific workflows
AI Control Tower: Monitor agent performance and ensure ethical, responsible AI behavior at scale

These tools enable enterprises to embed agentic intelligence across HR, IT, customer service, supply chain, and finance – moving from experimentation to enterprise-grade execution.

ServiceNow is emerging as the central orchestration layer for enterprise AI agents, redefining how organizations manage and automate workflows. While its native capabilities deliver powerful automation within the ServiceNow ecosystem, its true strength lies in acting as the backbone for a connected, agent-driven enterprise. 

As businesses adopt AI agents to handle increasingly complex tasks, ServiceNow provides the governance, workflow intelligence, and integration fabric needed to coordinate these agents across diverse platforms. This includes seamless interoperability with leading enterprise systems such as SAP, Salesforce, and Workday, as well as custom-built solutions tailored to unique business needs. By leveraging ServiceNow’s extensibility, organizations can unify processes that span multiple environments, ensuring consistency, compliance, and efficiency. 

Beyond platform integration, ServiceNow enables orchestration of agents powered by different large language models (LLMs) such as Claude, OpenAI, and others. This flexibility allows enterprises to deploy best-fit AI capabilities for specific workflows while maintaining a single point of control for execution and monitoring.

ServiceNow’s AI agent orchestrator is redefining enterprise automation – quietly, powerfully, and at scale. 

By coordinating multiple specialized AI agents across departments like IT, HR, and customer service, it enables end-to-end workflow automation that delivers measurable outcomes. From streamlining talent onboarding to accelerating customer case resolution, ServiceNow’s agents integrate seamlessly into existing systems – ensuring faster results without disrupting operations. As Dorit Zilbershot, GVP of AI Experiences & Innovation at ServiceNow, notes, the priority is clear: embed intelligence where work happens. This blend of advanced orchestration and practical application exemplifies the kind of human–AI chemistry Capgemini’s Resonance AI framework is built to scale.

Capgemini’s role is pivotal in realizing this vision.

We help clients identify the right AI agent for each workflow – whether it resides within ServiceNow or across integrated platforms. Our approach combines deep expertise in ServiceNow with strategic advisory on agent selection, integration, and optimization. By designing and implementing this agentic ecosystem, Capgemini ensures that organizations maximize efficiency, accelerate innovation, and deliver measurable business outcomes.

Live demos that brought it to life

At ServiceNow Knowledge 2025, we demonstrated the transformative capacity of agentic AI with a series of immersive, real-world demonstrations. These live demos show firsthand how AI-powered ServiceNow solutions are revolutionizing both customer and employee experiences.

From autonomous problem resolution to seamless cross-system integration, attendees witnessed the tangible business value unlocked by intelligent agents leading agile, proactive operations across the enterprise.

• People experience (PX) with agentic AI
  This demo showed how ServiceNow transforms employee journeys with two specific use cases around commuter benefit and onboarding. AI agents proactively resolve HR, Payroll, and IT issues – integrating with systems like Azure AD, Outlook, and Workday. The result? Fewer tickets, faster resolutions, and happier employees.
• Agentic AI in enterprise service management (ESM)
  AI agents orchestrate workflows across departments, ensuring faster resolution, better compliance, and improved service delivery. One of the use cases include ESM device support and resolution enhancing the employee experience.
• Customer experience (CX) with agentic AI
  The CX demos showcased ServiceNow’s role in transforming industry-facing operations for sectors like Energy & Utilities, and Manufacturing. Few of our industry use cases focused on AI-driven renewable energy transition support, shopfloor integration of the smart factory and autonomous power outage.

AI-driven workflows proactively resolve customer issues, integrating with industry systems and the NOW platform for intelligent triage, automation, and personalized service. This enables faster, smarter, and more resilient customer service while streamlining back-office operations.

Unlocking tangible value using agentic AI across core enterprise pillars

• People experience: AI agents are transforming the employee experience by automating routine tasks, proactively resolving issues, and enabling real-time support. According to Capgemini Research Institute, 25% of business processes are expected to reach semi- or fully autonomous levels by 2028, up from 15% today. This shift is already improving employee satisfaction and productivity by reducing friction in workflows and enabling intelligent agents to act as collaborators rather than just assistants. McKinsey emphasizes that the real impact of AI comes when it is embedded into core workflows – not bolted on – allowing agents to reason through ambiguity and drive decisions at scale.
• Customer experience: Agentic AI is ushering in a new era of customer service. Gartner forecasts that by 2029, 80% of common customer service issues will be resolved autonomously by AI agents, potentially reducing operational costs by 30%. BCG highlights that the convergence of AI-powered agents and innovative hardware enables brands to deliver superior customer experiences at significantly lower cost-to-serve. These AI agents don’t just respond – they anticipate needs, detect issues like failed payments or service outages, and initiate resolution steps automatically, such as issuing refunds or reordering items.
• Enterprise service management (ESM): AI agents are increasingly embedded into enterprise platforms, orchestrating workflows across IT, finance, and operations. According to Capgemini research report, agentic AI is evolving from narrow tools into autonomous team members capable of managing end-to-end processes with minimal human intervention. This shift marks a new era in enterprise operations – one where AI agents not only execute tasks but also collaborate and adapt in real time. Gartner emphasizes that agentic AI will redefine enterprise applications by setting new standards for teamwork and workflow through smarter human-agent interactions.