Centralize a comprehensive view of top recurring issues across cases in a single dashboard Trending Topics Dashboard introduces a generative AI-powered, no-code experience that groups multiple KPIs to provide a comprehensive view of recurring and eme...
Instantly create summaries, actions, and follow-ups in the activity stream Activity Response Generation is a generative AI capability in Now Assist for CSM that enhances the activity stream experience by allowing human agents to instantly generate ...
Understand customer feelings and personalize interactions with emotional insight Sentiment Analysis is a generative AI capability that evaluates and summarizes customer sentiment on case records. t uses case activity such as description, state, prior...
Summarize internal collaboration threads to keep agents aligned and cases moving forward Sidebar Discussion Summarization is a generative AI skill that captures the essence of internal discussions between customer service agents and subject matter ...
Help agents quickly get up to speed with case context and history through intelligent summaries Case Summarization is a generative AI skill that produces a concise summary of a customer service case. It synthesizes key details such as the issue, st...
Understand customer sentiment trends with LLM-powered insights and drill-down analysis The Sentiment Analysis Dashboard is a generative AI capability in Now Assist for CSM that provides a comprehensive view of customer sentiment across cases, accou...
You know that Now Assist generative Al skills can be set up to provide agents with powerful capabilities such as summarization, response suggestions, and sentiment analysis. But did you know that those skills are now easier than ever to configure? ...
Now Assist for Customer Service Managers empowers customer service leaders with AI-powered dashboards that surface actionable insights across sentiment trends, case patterns, and emerging topics. Rather than manually analyzing reports or waiting for ...
Reduce agent cognitive load during case creation by surfacing relevant service definitions based on interaction context Service Recommendation for Interactions is a Now Assist skill that helps agents select the appropriate service definition when c...
Provide synthesized and relevant customer insights via conversations to live agents The Provide Customer 360 Insights capability within the CSM AI Agent Collection leverages agentic AI to surface a comprehensive customer view directly in the Now As...
From Frustration to Fluidity Search sits at the heart of every self-service experience. Inefficient search leads to user frustration, redundant support tickets, and reduced productivity. For a global platform like Now Support, enhancing search dir...
Resolution Notes Generation is a Now Assist skill that creates a clear, concise summary of how a case was resolved. Using case fields, agent work notes, and customer comments, the skill drafts notes that reflect the full context of the resolution. Th...
The Troubleshooting Steps Identification AI Agent analyzes the content of a case, identifies missing or incomplete context, compares it against relevant knowledge, and recommends the next best troubleshooting actions for live agents. It reduces the t...
The Triage Cases Agentic Workflow in Now Assist for CSM automates the first step of every service interaction by handling customer inquiries intelligently and consistently. It coordinates multiple AI Agents that gather missing data, validate document...
Deliver concise, conversational answers to agents based on your knowledge sources Multi‑Turn Q&A Genius Results in the Now Assist Panel provide agents with conversational search experiences within their workspace. Agents ask follow up questions in ...
Help agents respond faster and more accurately during live chat interactions Chat Reply Recommendations use generative AI to provide agents with suggested personalized responses during live chat interaction sessions. Based on the ongoing conversati...
Provide actionable next steps by leveraging patterns from past cases Suggested Steps Generation recommends the most effective next actions for customer service agents based on how similar cases have been resolved historically that may improve vastl...
Agent Productivity in Now Assist for CSM enhances how agents engage with cases, chats, calls, and knowledge by embedding generative AI directly into the agent's CSM configurable workspace. With summarization, intelligent response recommendations, sen...
Use Now Assist for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI—all without the need to contact an agent.This inc...
Definition The Portal Case Form enhanced by Now Assist enables a smarter self-service experience when customers create a case through your Service Portal. As users enter their issue, the system surfaces context-aware suggestions, including knowledge ...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
