ServiceNow
Platform authors do, in separate studios for flows and agents.
Malleable vs. ServiceNow
ServiceNow runs IT, HR and customer service on one platform. Platform teams build its flows and agents. In Malleable, the people who run the work build it and change it in plain English.
In common: Both mix AI agents with fixed steps and bring people in to review and approve.
The main difference
Who builds it, and who changes it?
Malleable
The people who run the work. They describe it in plain English, choose where the AI uses judgment, and change it the same way.
Side by side
How they compare
Each row is something you can check in a demo, or in the other tool's docs.
ServiceNow
Malleable
Fixed steps and AI judgment
ServiceNow
Flows and AI agents, built separately.Malleable
An AI agent runs the whole operation and works out cases nobody planned for. Your team locks the steps that must run the same way every time.People outside your company
ServiceNow
Customers approve in a portal, signed in.Malleable
Anyone can answer from a secure link, with no account.Changing it
ServiceNow
Platform authors edit flows and agents in separate studios.Malleable
Your team says what changed, in plain English. No builder needed.When to choose Malleable
- The work crosses teams and waits on people, inside or outside your company.
- The same work comes up again and again, and parts of it need judgment.
- The people who run it need to change it themselves.