Now Assist for Customer Service Management (CSM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Customer Service Management (CSM)

    The ServiceNow® Now Assist for Customer Service Management (CSM) application enhances agent efficiency by summarizing case information, generating resolution notes, and summarizing chat interactions. This functionality helps agents quickly understand context and propose faster resolutions for customers.

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    Key Features

    • Generative AI Capabilities: Utilize advanced AI technologies to assist agents in CSM tasks and improve case handling.
    • Agentic AI: Leverage AI agents to autonomously complete tasks, enhancing overall productivity.
    • Configuration Options: Set up the Now Assist for CSM application to tailor its use to your organization's needs.
    • Data Processing and Collection: Understand that data from your instance may be transferred to a centralized environment to improve ServiceNow technologies.
    • AI Limitations: Be aware of the potential inaccuracies in AI outputs and the necessity for human oversight, especially in critical areas.

    Key Outcomes

    By implementing Now Assist for CSM, customers can expect improved case resolution times, enhanced agent productivity, and better overall customer service experiences. It's crucial to remain updated on model provider availability and any regional restrictions that may apply to specific AI functionalities.

    Use the ServiceNow® Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.