Now Assist for Telecommunications, Media and Technology (TMT) release notes
The ServiceNow® Now Assist for TMT application brings generative AI to Proactive Service Experience Workflows. Improve productivity and efficiency by delivering better self-service, recommending actions, and delivering answers. Now Assist for TMT is a new application in the Xanadu release.
Now Assist for TMT highlights for the Xanadu release
Xanadu Patch 9
- Monitor engagement health score and provide a trend analysis.
- Monitor risks on a predefined schedule and provide common resolutions.
Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using Now Assist for TMT AI agent collection.
- Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI.
- Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.
- Restrict the availability of the case summarization and resolution notes generation skills by user role.
- Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved.
See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Important:
Now Assist for Telecommunications, Media and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Now Assist for TMT features
- Xanadu Patch 9
- Monitor engagement health
- Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
- Analyze risk signals and recommend solutions
- Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.
- Xanadu Patch 7
- Using Telecommunications, Media, and Technology AI agent collection
- Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.
Table 1. Available AI agents use case AI agent use case Description Test and repair telecom service issues Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task.
- Xanadu Patch 1
- Service Problem Case summarization skill
- Designed to save agents time by condensing the service problem case record to a short summary.
- Resolution notes generation skill
- Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization skill.
- Test summarization skill
- Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill.
- Now Assist Panel
- Enable your agents to access Now Assist skills in a panel available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number.
- Now Assist Admin console
- Activate and configure capabilities and individual skills on the Now Assist Admin console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both.
- Add conditions to skill availability
- Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record.
- Restrict skill availability by user role
- Specify the roles that can access the case summarization and resolution notes summarization skills.
- Minimum text requirement for case summarization
- Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.
Additional requirements
The Now Assist for TMT application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license.