ServiceNow AI Assistant
Agentic IT Support with Bedrock AgentCore
An AI assistant that manages ServiceNow incidents through conversational AI, powered by agentic tool-use orchestration with persistent memory. Deployed as both an embedded portal widget and standalone chat interface. Built 56 MCP tools across 7 IT service domains, going from 0 to 26 wired tools in a single day.
IT staff were navigating complex ServiceNow interfaces to manage incidents. The organisation needed a conversational layer that could list, search, and create incidents through natural language without replacing the underlying ticketing system.
Designed the hardest piece: the dual-token auth architecture bridging two identity providers. Built the agent pipeline, MCP server with 56 tools, and the embedded portal widget.
Highlights
56 MCP tools across 7 domains
Built an MCP server from 0 to 26 wired tools in one day, expanded to 56 across incidents, changes, knowledge, users, groups, SLAs, and CMDB. Full agentic tool-use pipeline, not simple prompt-and-respond
Persistent conversation memory
Per-user session memory with 7-day expiry. System prompt dynamically includes the last 5 conversation turns for context continuity across messages
Dual-token authentication
PKCE flow issues tokens validated via JWKS. A token exchange layer converts identity tokens (RS256) into application JWTs (HS256) for the chat UI, with audience claim validation at every layer
Dual deployment interfaces
Embedded as a widget in the employee portal and as a standalone chat application. Both share the same FastAPI backend with SSE streaming and full markdown rendering