AI Agents & Zurich: How the Latest Release Advances Autonomous Workflows 

The breakthrough in large language models has transformed the technological and business landscape. Previously, AI served as a powerful but passive tool, but in 2025, innovative AI Agents in ServiceNow Zurich came to the fore.

This transition marks a shift from automating individual tasks to automating entire processes. Gartner predicts that by 2028, 33% of enterprise software applications will include agent-based AI, and at least 15% of operational decisions will be performed autonomously.

Next, you will find out what advantages customers get from integrating agentic workflows with Tevia.

Innovative AI Agent features of the Zurich Release

The potential of generative AI is coming to the fore, and the development of powerful large language models could radically affect the IT market in 2026. The newest Zurich release in 2025 with a number of innovations confirms this impact.

Agentic AI specifics

Agentic AI (agent-based artificial intelligence) is a type of artificial intelligence that is able to act independently, make decisions and perform tasks without constant human instructions.  Unlike traditional AI models, which require clear guides, Agentic AI is proactive. It sets intermediate goals to achieve the final result by itself. This ability makes it a powerful tool for solving complex problems.

The architecture of Agentic AI is modular. It provides flexibility and adaptability of the system. Understanding its structure helps to figure out the principles of Agentic AI operation. The architecture includes main components that work closely together. Their well-coordinated interaction determines the effectiveness and autonomy of the entire system.

The Agentic AI process can be divided into several steps:

1. Analysis and decomposition
2. Tool selection
3. Action
4. Reflection and adaptation

This cycle repeats until the main goal is achieved. Thus, AI Agents in ServiceNow Zurich demonstrate not just command execution, but meaningful behavior.

Now Assist Skills

Now Assist has been expanded in the release of ServiceNow Zurich to provide a more natural, human-like work experience. This platform offers a variety of skills, including generalization, modification, and automatic incident resolution.    

Features of Now Assist in the Zurich release:

• The field of skill-based artificial intelligence
• Extended support for corporate knowledge bases
• The ability to resize and customize the help panels

Orchestration

The AI Orchestration Agent uses well-established basic models within the framework of the agent architecture, providing advanced analysis and autonomous decision-making capabilities to quickly meet the needs of employees. 

This platform can fairly be called a coordination mind. It decides which agent should act, in what order, and in what space. For example, in a customer service scenario, one agent can request the customer’s account data, another can verify the identity, and the third can generate a response. The Orchestrator ensures that these agents do not step on each other and the workflow runs smoothly from start to finish.

Zurich AI capabilities vs Previous Releases

In previous versions of ServiceNow, developers focused on low-code tools and workflow automation. At Zurich release AI, they focus on bringing AI agents to a new level of production and enhanced management.

Some features of the Zurich release:

1. Build Agent. It handles design, logic, integration, and testing by itself. 
2. Playbooks. These agentic AI playbooks give companies a complete understanding of operational processes, determining which tasks are best suited to complement AI. 
3. Advanced AI security. New tools such as ServiceNow Vault Console combine data privacy, encryption, log export, and classification of sensitive data. 
4. Integration with external info sources. The AI Agent Fabric solution allows AI ServiceNow agents to connect to external data sources and systems for more integrated AI use. 

Thus, unlike previous versions, Zurich expands the capabilities of the ServiceNow AI platform, making it more proactive and independent.

Find out how autonomous workflows reduce manual work

Autonomous workflows reduce the need for manual work in the following ways:

• Automating repetitive tasks. ServiceNow AI agents handle standard processes such as customer service, scheduling, and data entry, which saves employees time. 
• Minimizing errors. AI eliminates the risk of data entry mistakes, which reduces the risks of inconsistencies and costly fixes. 
• Dynamic process optimization. Unlike traditional automation, which follows strict rules, AI workflows can dynamically adjust to real-time data. 
• Reducing the need for large support teams. AI-based systems solve problems autonomously, raising only critical cases.

How Does Teiva Integrate AI Workflows into Client Business Environments

Agentic workflows automate and optimize complex processes, enabling businesses to perform personalized services faster and smarter.

At Tevia, we integrate agentic automation workflows into client environments. We help organizations work more efficiently. By providing team members with the necessary information at the right time, Tevia reduces the time spent searching for documents or expertise in various systems. Are you ready to transform your agentic workflows into your business environment with intelligent support? Learn more about ServiceNow AI agents with Tevia and empower your team.

Oleksii Konakhovych, CTO, Nov 12, 2025

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