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- An AI agent is an AI program that works across several business systems on behalf of a person. ServiceNow announced AI Passport, a digitally signed certificate that lists an agent's identity, permitted actions, accessible systems, and responsible owner. The source says this permission check takes place at the moment work is executed.
- In a demonstration set up by ServiceNow itself, a 3 customer service agent was configured to process only refunds under 25 dollars. Requests for 18 dollars were processed automatically, while requests for 40 dollars went beyond the human review threshold and were rejected at the execution stage, according to the source.
- The update to the employee-facing EmployeeWorks adds features that let staff build helper tools for research, scheduling, and HR tasks without coding, and automatically run repetitive work such as sales preparation in the background. According to the source, helper tools, routines, ToolSmith, and the Conversations API are in limited release.
- According to the source, AI Passport, shadow AI detection, and AI cost management will be available later this quarter, while operational resilience features for financial services are available now. NVIDIA participated as a design and launch partner for AI Passport.