ServiceNow accelerates P1 incident management with multi-agent AI system

ServiceNow and Microsoft jointly developed a multi-agent AI workflow for critical P1 incident management, integrating Microsoft Copilot, Now Assist, and Semantic Kernel orchestration. The system automates creation of Teams bridges, transcribes verbal communications, and uses manager and sub-agents to trigger actions and maintain full context within ServiceNow. It ensures documentation is comprehensive and real time, delivering faster, more reliable incident resolution with streamlined post-incident knowledge capture. The proof of concept demonstrated synchronized AI agent collaboration, real-time context sharing across platforms, and adaptive escalation workflows, offering a future-proofed template for enterprise AI-powered process automation.