Now Assist for CSM - Call Summarization

[FernandoCastro]

Capture key outcomes of customer calls with AI-powered summaries that streamline wrap up work at an interaction level

Call Summarization is a generative AI skill that enables agents to generate concise summaries immediately after a customer call. It automatically captures the main discussion points, issue details, and any next steps, helping agents finalize cases more efficiently and consistently

Key Capabilities

• Post-call summary generation
  Agents can request a summary using the call UI or via the Now Assist Panel once the call concludes.

• Highlights key discussion points and decisions
  Summaries include issue context, actions taken, and follow-up items based on the conversation.

• Integrated into CSM configurable workspace and industry leading CCaaS providers
  Available in the workspace without context switching, enabling seamless workflow completion with compatibility across multiple CCaaS providers such as Genesys, Amazon Connect, Five9 and more.

• Feedback-enabled
  Agents can rate the summary to improve future outputs over time.

Implementation

• Integate your CCaaS solution through ServiceNow Voice
• Integrate ServiceNow Voice with CSM
• Enable the Now Assist for CSM plugin.

• Activate the Call Summarization skill in the Now Assist Admin Console.

• Confirm agent desktops or phone integrations support the UI control or voice interface trigger for summarization.

• Assign access based on appropriate agent roles.

• Configure Call Summarization
• Use Call Summarization

 

Key Best Practices

• Train agents to always trigger the summary immediately after the call to preserve accuracy.

• Ensure transcripts or call notes are clear and complete before summarization.

• Monitor feedback to identify when summary clarity or detail needs improvement.

• Clone and customize skill if your organization needs specific phrasing or internal terminology.

Formal Learning

Now Learning: Now Assist for CSM Essentials Path

Measured Success and Outcomes

Outcome	Value to Agents	Key Metric
Faster call wrap-up	Reduces time spent typing after calls	Avg. wrap-up time per agent
Better capture of actions	Ensures agreed follow-ups are recorded	% of calls with next steps documented
Consistent post-call records	Standardizes summaries across agents	% of calls summarized via Now Assist
Increased agent efficiency	Frees agent time for next tasks	Wrap-up time saved per call
Summary quality improvement	Feedback helps refine summary accuracy	Positive feedback rate

Frequently Asked Questions

How do agents trigger a call summary?
Use the “Summarize Call” button in the case interface or voice command via the Now Assist Panel (with Voice input enabled) after the call ends.

What are the triggers available for this skill ?
You can configure the following as triggers when using this skill:

Live Agent to Live Agent handoff	Call summary that is generated when the call handoff is done from a live agent to a live agent.
Call wrap-up	Call summary that is generated when the live agent or the user ends the chat. The Chat summary field is updated for the interaction.
Short description	Short description field that is updated for the interaction when the live agent or the user ends the call.
Task creation	Short description and Description fields that are auto-populated on the task record when a task is created from an interaction.

Can summaries be edited?
No, but agents can copy the summary into work notes and modify before saving.

Does this work without a record of the call?
The summary requires some form of transcript or notes from the call. Ensure the conversation is recorded or documented.

Can access be restricted?
Yes, visibility and access are controlled via role-based configuration in the Now Assist Admin Console.