ServiceNow Exchange: CRM AI Academy - Techniques to ground your AI in CRM

Published on by Lolita Honkpo | Updated on

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Grounding ensures AI understands your business context, customer data, terminology, and processes so it delivers accurate and relevant results while reducing hallucination risks. In this CRM AI Academy session, you’ll learn practical techniques to ground both generative and agentic AI in your customer workflows. We'll show you how to shape AI so it uses the right context and actions to support your customer centric operations with a demo on how to control inputs, outputs, and tools.

Join Fernando Castro, Sr PM for CRM AI, to learn:
- Why grounding is critical in CRM AI
- How to tailor gen AI skills in Now Assist Skill Kit + Now Assist Admin Console
- How to design grounded AI Agents & agentic workflows in AI Agent Studio
- Lessons learned to align AI with your context, data, and objectives

Questions for the presenter(s)?

We do our best to allot time for Q&A at the end of the webinar; however, if you have questions before or after the webinar, please pose them below as comments for our product experts to assist you.

Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered! Register today!

About ServiceNow® Exchange:

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events