---
title: Use AI capabilities in DEX
description: Use the Digital End-User Experience \(DEX\) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/digital-end-user-experience-dex/dex-agentic-workflows.html
release: australia
product: Digital End-User Experience \(DEX\)
classification: digital-end-user-experience-dex
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [Servicenow Otto, Agentic AI, generative AI, Gen AI]
breadcrumb: [Digital End-User Experience, IT Service Management]
---

# Use AI capabilities in DEX

Use the Digital End-User Experience \(DEX\) agentic AI workflow for general device incident diagnosis and resolution, or use specific AI skills to investigate and resolve targeted issues.

## Agentic AI in DEX

**Important:**

To access the DEX issue diagnosis and resolution agentic workflow, make sure that you install the following applications:

-   ServiceNow Otto for IT Service Management \(ITSM\) \(sn\_itsm\_gen\_ai\) plugin.
-   Digital End-User Experience application. For more information, see [Install Digital End-User Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/digital-end-user-experience-dex/install-app-device-health.md) and [Configuring Digital End-User Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/digital-end-user-experience-dex/config-dex-console.md).

**Note:**

-   Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management \(ITSM\) agentic AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/important-considerations-itsm-agentic-ai.md).
-   For all available ITSM agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.md).

**Note:** Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-native-sku-overview.md).

The DEX issue diagnosis and resolution agentic workflow enables service desk agents to diagnose common issues based on real-time insights into device and application health. Service desk agents can resolve these issues by implementing targeted resolution plans directly from the workspace. It helps to reduce the resolution time for incidents and enhance overall service desk agent experience.

The DEX issue diagnosis and resolution agentic workflow uses two AI agents to conduct root cause analysis for incidents and provide issue resolution plans.

-   DEX diagnosis AI agent
-   DEX resolution plan AI agent

For more information, see [DEX issue diagnosis and resolution agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-dex-diagnosis-resolution-workflow.md).

## AI skills in DEX

The DEX AI skills help diagnose and resolve specific device and application issues.

|Skill name|Description|Link|
|----------|-----------|----|
|Investigating Zoom call issues|Investigates Zoom call quality issues by analyzing Zoom telemetry and device data and provides resolutions for the issues.|[Investigate Zoom call issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/investigate-and-resolve-zoom-call-issues.md)|
|Investigating boot time issues|Investigates boot time issues by analyzing comprehensive boot performance metrics on Windows devices and provides resolutions for the issues.|[Investigate boot time issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/investigate-and-resolve-boot-time-issues.md)|