AI agents are only as powerful as the actions they can take — and those actions are powered by tools. In this video, Gokul Nair walks through one of the most powerful tool types in ServiceNow AI Agent Studio: the Conversational Topic Tool — and shows how you can reuse your existing Virtual Agent topics directly inside an AI agent, without rebuilding any of that logic from scratch. Whether you're new to ServiceNow AI Agents or already building in AI Agent Studio, this video gives you a practical, demo-driven look at how Conversational Topic Tools work in a real-world ITSM scenario. —————————————————————————— ⏱ TIMESTAMPS —————————————————————————— 00:00 - Introduction 00:56 - What is the Conversational Topic Tool? 01:39 - Key guidelines for using Conversational Topic Tools 02:05 - Demo: IT Incident Assistant use case 10:29 - Why use the Conversational Topic Tool? 11:03 - Closing —————————————————————————— 📌 WHAT YOU'LL LEARN —————————————————————————— ✅ What the Conversational Topic Tool is and how it works ✅ How AI agents invoke existing Virtual Agent topics as actions ✅ Why topics must be published and active before use ✅ How to chain Conversational Topic Tools with Script Tools and Catalog Item Tools ✅ How to preserve structured conversation logic inside agentic workflows ✅ How to avoid duplicating input collection in agent instructions —————————————————————————— 🎬 DEMO: IT Incident Assistant —————————————————————————— The demo walks through an IT Incident Assistant — an AI Agent that helps employees report and resolve device performance issues through a single conversational interaction. Tools used in the demo: 🔧 Script Tool — device diagnostics via CMDB lookup 🔁 Conversational Topic Tool — check for similar open incidents 🔁 Conversational Topic Tool — guided troubleshooting and incident creation 📋 Catalog Item Tool — submit a remote diagnostic and repair request Together, these four tools allow the AI Agent to diagnose the issue, check for duplicates, guide the user through troubleshooting, automatically create a structured incident, and raise a fulfillment request — all orchestrated seamlessly in a single conversation. —————————————————————————— 🔗 RELATED VIDEOS IN THIS SERIES —————————————————————————— Don't forget to check out the other videos in this series where we explore more tool types in the ServiceNow AI Agent Studio catalog — each video covers a different tool type with a hands-on demo. —————————————————————————— 🏷 ABOUT THIS SERIES —————————————————————————— This series covers Tools for AI Agents in ServiceNow — breaking down each tool type available in AI Agent Studio with practical explanations and real-world demos. Built for ServiceNow architects, developers, and administrators looking to get hands-on with Now Assist and AI Agents. #ServiceNow #AIAgents #NowAssist #VirtualAgent #AIAgentStudio #ConversationalAI #ServiceNowDeveloper #LowCode #ITSM #WorkflowAutomation