Agentic Playbooks: How AI Agents Supercharge Your ServiceNow Workflows

What if your ServiceNow playbooks could think, act, and assist like a human? That’s where Agentic Playbooks come in. In this Creator Toolbox episode, Senior Developer Advocate Laszlo Balla is joined by Lisa Holenstein (Outbound Product Manager for Now Platform) and Sai Mandava (Inbound Product Manager for Workflow Automation) to walk you through Agentic Playbooks, a new feature in the Zurich release. These playbooks enhance workflows with embedded AI agents to help automate repetitive tasks, intelligently fill forms, search across data sources, and even compose emails — all within your existing playbook experience. Here’s what we cover: • What Agentic Playbooks are and why they matter • How to integrate AI agents into your existing workflows • Best practices for prompting agents using natural language • A full live demo of a contract renewal workflow powered by AI • Upcoming features and roadmap • How to determine when to use deterministic vs agentic playbooks Whether you’re just starting with workflow automation or ready to bring AI into your processes, this episode gives you the tools and understanding to start experimenting right away.