How ServiceNow uses LangSmith to get visibility into its customer success agents

ServiceNow is developing an intelligent multi-agent system using LangSmith and LangGraph to manage its internal sales and customer success operations. This system addresses agent fragmentation by orchestrating the entire customer journey, from lead qualification to post-sales adoption and renewal. LangGraph is used for complex agent coordination, enabling a modular approach with subgraph composition and human-in-the-loop testing. LangSmith provides essential observability and tracing capabilities to debug agent behavior, monitor performance, and create evaluation datasets using custom metrics and LLM-as-a-judge evaluators.