Innovations Labs Agent Miner is an Innovation Labs feature, giving you early access to cutting-edge capabilities before they go generally available. As an early access feature, you may encounter bugs — and we want to hear about them. Your feedback directly shapes the product as it evolves toward GA.
Note - Agent Miner will be rebranding to AI Agent Advisor. In this release, the in product name will be "AI Agent Advisor" and the application will remain "Agent Miner". In future releases, we will retire the Agent Miner application name as well.
Agent Miner is a generative AI feature that helps you unlock the full potential of AI Agents across your organization. It works in three steps: Mine your Incident and Case data to discover your highest-impact automation opportunities, Match those opportunities against ServiceNow's library of AI Agents or your custom agents and tools, and Make custom agents tailored to your unique workflows — all powered by AI analysis of your actual operational data.
After installation, Agent Miner automatically kicks off AI analysis — no configuration required. From there, you're in control: choose to analyze Incidents, Cases, or both, customize how often analysis runs, and apply filters to zero in on the areas that matter most. You can also trigger an on-demand analysis at any time from the Agent Miner application.Agent Miner doesn't just find opportunities — it helps you act on them. See estimated ROI and time savings for each recommendation, and when you build agents through AI Agent Advisor, Agent Miner automatically generates evaluation datasets so you can validate agent performance from day one.
Agent Miner does not consume Now Assist transactions, however a Now Assist license is required for installation. A Prime SKU will be required to create custom agents but other SKUs will be able to duplicate and customize existing agents with AI Agent Advisor. Customers evaluating Now Assist who do not yet have a license can contact their ServiceNow sales representative to request access.
Mine
- Automated Opportunity Discovery — AI-powered analysis of your Incident and Case data to surface your highest-impact automation opportunities, with no configuration required.
- ROI & Time Savings Estimates — See projected value for each discovered opportunity to prioritize what to automate first.
- Flexible Analysis Controls — Choose between Incidents, Cases, or both; set custom run frequencies; and apply filters to target specific areas of your operations.
- On-Demand Analysis — Trigger a fresh analysis at any time, on top of automatically scheduled runs.
Match
- Pre-built Agent Matching — Automatically maps discovered opportunities against ServiceNow's library of AI Agents.
- Existing Agent Matching — Identifies where your organization's existing custom agents already align with discovered opportunities.
- Existing Tool Matching — Surfaces relevant tools you already have that can be leveraged to address automation opportunities.
Make
- Custom Agent Creation — Build tailored AI Agents directly from identified opportunities to address your organization's unique workflows.
- Auto-Generated Evaluation Datasets — When agents are built through AI Agent Advisor, Agent Miner automatically creates evaluation datasets to validate agent performance.
New
- ROI estimates
- Automatic Agent generation
- Now Assist Center UI — Full experience (list view, details, settings, edge cases)
- Configuration — analysis filters, customizable run frequency, and ROI variable settings
Changed
- Matching enhancements
- Time Savings
- Legal UI updates
Fixed
- Improvements to matching accuracy
- Setup enhancements
Removed
- Nothing removed in this release
- Platform Version: Zurich Patch 8 or Australia Patch 1 (minimum)
- License: Now Assist License required
- Instance Types: Production, Sub-Production, and GCC
- Dependencies (auto-installed):
- Agent Miner (sn_agent_miner:0.3.0)
- Insights Clustering Utils (sn_icu:2.0.2)
- Group-Action Framework (sn_gaf:6.0.5)
- AI Search