---
title: Agentic AI in Digital End-User Experience
description: Use the Digital End-User Experience \(DEX\) agentic workflow to diagnose and resolve issues on DEX monitored devices.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/itsm-dex-ai-agents.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [Use agentic AI in IT Service Management, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Agentic AI in Digital End-User Experience

Use the Digital End-User Experience \(DEX\) agentic workflow to diagnose and resolve issues on DEX monitored devices.

**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).

The DEX issue diagnosis and resolution agentic workflow enables service desk agents to diagnose issues based on real-time insights into device and application health and resolve these issues using targeted resolution plans directly from the workspace.

The 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