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ServiceNow
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ServiceNow
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Autonomous Workforce is bringing AI Specialists to CSM :AI teammates that self-assign, research, and resolve cases end-to-end. This session is your first look at the CRM Case Management AI Specialist ahead of its Q4 general availability, with a live demo of configuration and usage in the portal. We'll cover how the specialist is grounded: how fixed instructions and per-customer configuration values work together, how memory scope and deep research settings shape accuracy, and how to clone and configure an out-of-the-box specialist rather than build one from scratch.
Join Fernando Castro, Sr PM for CRM AI, to learn:
- What the CRM Case Management AI Specialist is and how it fits into the Autonomous Workforce evolution
- How grounding works for a Specialist: fixed instructions, customer-specific values, memory scope, and deep research depth
- The eight-step framework for cloning, testing, and activating an OOTB specialist
- Where grounding most commonly breaks down, and how to validate before go-live
Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!
Questions for the presenters?
We do our best to allow time for Q&A at the end of the webinar. However, if you have questions about the topic, please post them in the comments section below and our product experts will be happy to assist you.
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Will you be attending?
Starts:
Thu, Sep 3, 2026 08:00 AM PDT
Ends:
Thu, Sep 3, 2026 09:00 AM PDT