How are enterprises using Interactions or custom Contact/Call Logs

[Liketa McCune]

My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound call with a case, even if its a call to follow-up on an existing open issue or to update that issue. This process typically creates unnecessary data in our case queues. I was ask to have our ServiceNow admins add some additional categories and subcategories to account for these update/follow up case type. My concern is this could potentially become a catch-all for agents and further degrade data quality.

Additionally, our agents paste an AI‑generated call summary from the Five9 IVA into their case work notes. This is try to more accurately capture what the caller reported and what actions were taken. We are looking to dive deeper into AI automation and tighter contact‑center integration (with Five9 or potentially another platform), but I want to make sure our data model and process are future‑ready, not just optimized for logging activity. After doing some research I found that ServiceNow implemented Interaction Manager a few releases back, and I think this would be a great option for us to pivot to as we look forward to future AI potentialities. Once caveat it that we're already in the middle of another integration with Five9 to auto populate a case in ServiceNow from information collect in the Five9 IVR. This is how I also came across the Contact/Call log suggestion.

I'm interested in getting some insight from other enterprises that use interaction or some sort of custom contact/call log in their environment. Specifically, if anyone can share details for my questions below, it would be appreciated:

• How are you handling status inquiries, follow‑ups, or non‑case‑creating calls?
• Are you using Interactions, Contact/Call Logs, or related records instead of opening a new case each time?
• How do you associate those interactions back to an existing case while preserving clean reporting?
• Have you designed this in a way that supports AI summaries, automation, or downstream analytics without relying heavily on free‑text work notes?
• What tradeoffs did you consider when deciding between “new case,” “interaction only,” or hybrid models?

Note, I'm not necessarily looking for a quick workaround, but more of what can scale, improve reporting, and position the platform for AI enhancements over time. Any lessons learned or architectural guidance would be appreciated