AI fails without unified business context — and that’s exactly what Knowledge Graphs help solve. In this video, Natalia Heel and Silvin Thomas from the ServiceNow AI Center of Excellence walk through how Knowledge Graphs connect siloed enterprise data, define meaningful relationships between records, and give AI agents the context they need to deliver more trustworthy, accurate, and personalized answers. Whether you're building AI agents, improving Virtual Agent experiences, or looking for ways to make enterprise AI more grounded in real business data, this video gives you a practical, demo-driven look at how Knowledge Graph works inside ServiceNow. —————————————————————————— ⏱ TIMESTAMPS —————————————————————————— 00:00 - Introduction 01:03 - What is a Knowledge Graph? 02:39 - Nodes and Edges explained 03:02 - Key benefits of Knowledge Graphs 04:27 - Knowledge Graph Designer in ServiceNow 05:50 - Enterprise example: personalized mobile phone requests 07:01 - Business use case: HR skills and training recommendations 07:32 - Demo: User Skills Graph in Knowledge Graph Designer 08:56 - Demo: HR Skills Assistant Agent in AI Agent Studio 11:28 - Customer advantages and implementation advice 13:00 - Closing —————————————————————————— 📌 WHAT YOU'LL LEARN —————————————————————————— ✅ What a Knowledge Graph is and why it matters for AI ✅ How Knowledge Graphs connect siloed enterprise data ✅ The difference between nodes and edges ✅ How natural language queries work against structured data ✅ How Knowledge Graphs improve personalization and slot filling ✅ How Knowledge Graphs help AI agents deliver more accurate, grounded answers ✅ How to configure and test Knowledge Graphs in ServiceNow ✅ How to connect a Knowledge Graph to an AI agent in AI Agent Studio —————————————————————————— 🎬 DEMO: HR Skills Assistant Agent —————————————————————————— The demo walks through an HR Skills Assistant Agent — an AI agent that helps HR teams find employees with specific skills, certifications, and training needs through a single conversational experience. In the example, a custom User Skills Graph connects data across users, skills, certifications, and training programs. The agent then uses that Knowledge Graph as its only configured tool to answer plain-language workforce questions like: “Who has ServiceNow development skills?” Instead of searching multiple tables manually, the agent pulls related data from the graph and returns a clean, readable list of employees, contact information, and relevant skill context in seconds. —————————————————————————— 🔍 ENTERPRISE EXAMPLE: Personalized Employee Responses —————————————————————————— The video also shows how Knowledge Graphs can personalize Virtual Agent responses based on employee context. Two employees may ask the exact same question — “How can I get a mobile phone?” — but receive different answers depending on their department, policies, and eligibility. With Knowledge Graph, AI doesn’t have to guess. It uses connected business context to return the right response for the right person. —————————————————————————— 🔗 RELATED VIDEOS IN THIS SERIES —————————————————————————— Don’t forget to check out the other videos in this series where we explore more ServiceNow AI capabilities, including AI agents, AI Agent Studio, and practical enterprise AI use cases. —————————————————————————— 🏷 ABOUT THIS SERIES —————————————————————————— This series covers practical AI capabilities in ServiceNow — breaking down how tools like Knowledge Graph, AI Agent Studio, Virtual Agent, and Now Assist help organizations build more accurate, contextual, and scalable AI experiences. Built for ServiceNow architects, developers, administrators, and AI practitioners looking to design enterprise AI that is grounded in real business data. #ServiceNow #KnowledgeGraph #AIAgents #NowAssist #AIAgentStudio #VirtualAgent #EnterpriseAI #ServiceNowDeveloper #GenAI #WorkflowAutomation