Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Telecommunications, Media and Technology (TMT)

    Now Assist for Telecommunications, Media and Technology (TMT) is a ServiceNow application that leverages generative AI to enhance case management and support processes. It helps summarize service problem cases, account onboarding cases, engagements, touchpoints, and test results. This enables agents to quickly understand case contexts and test outcomes, facilitating faster and more informed resolutions for customers. Additionally, it supports automation of transformation mapping between provider and consumer instances via Service Exchange.

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    Key Features

    • Case and test summarization: Automatically generates concise summaries and resolution notes for different case types and test runs.
    • Generative AI capabilities: Uses advanced AI models to assist agents in understanding and resolving cases promptly.
    • Agentic workflows: Provides AI agent collections to streamline workflows within the TMT domain.
    • Service Exchange integration: Automates transformation mapping between provider and consumer ServiceNow instances.

    Important Considerations

    • Availability of AI models and Now Assist features varies by region, data center, and customer environment. Some features are restricted in environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets.
    • Customers should verify the availability of specific AI models and features in their region and environment.
    • AI-generated content should be reviewed with human oversight as AI predictions may not always be accurate or complete. Especially in high-impact areas like healthcare, finance, or security, reliance solely on AI outputs is discouraged.
    • Users must comply with ServiceNow’s AI Acceptable Use Policy when using this application.

    Data Handling and Privacy

    Data used by Now Assist is transferred from individual customer instances to centralized ServiceNow environments, which may include third-party cloud providers such as Microsoft Azure. All data handling complies with ServiceNow’s internal policies and compliance standards.

    ServiceNow collects inputs, AI-generated outputs, and edits to improve AI models and products. Case and test information is also collected for summarization purposes. Customers have the option to opt out of future data collection at any time.

    Support and Troubleshooting

    • Access is available to ServiceNow Community resources, AI & Intelligence support, and the Known Error Portal for troubleshooting.
    • Customers can contact ServiceNow Customer Service and Support for assistance.

    Use the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.

    Get started

    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.

    Troubleshoot and get help

    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 case summarization) and test run information (for test summarization). 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.