Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)

    Now Assist for TMT offers agentic workflows that enable autonomous task completion using AI agents. These workflows automate complex processes such as troubleshooting service issues, billing inquiries, network incident resolution, risk analysis, engagement monitoring, renewals, onboarding, and customer voice quality support. This automation improves efficiency by reducing manual intervention and accelerating issue resolution.

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    Key Features

    • Agentic Workflows: Specialized workflows automatically triggered or manually invoked to address specific customer service and operational tasks within Telecommunications, Media, and Technology domains.
    • AI Agent Collections: Diverse AI agents perform targeted tasks such as service problem management, billing analysis, network incident handling, risk assessment, engagement health monitoring, renewal strategy recommendation, meeting scheduling, onboarding assistance, and voice quality issue resolution.
    • Security and Access Control: Execution of AI agents and workflows is governed by access control lists (ACLs) with Run As capabilities, allowing actions under dynamic or AI user identities for secure operation.
    • Activation and Customization: Agentic workflows and AI agents come in read-only mode by default. Customers must duplicate, activate, and configure workflows and agents to suit their environment and operational needs. Triggers can be set for automatic or manual invocation.
    • Testing and Performance Analysis: Workflows can be tested and monitored within AI Agent Studio to ensure they perform as expected before full deployment.
    • Agent Availability: Customers can discover installed AI agents within the Now Assist application or find additional ones via the AI Agent Marketplace on the ServiceNow Store.

    Practical Implications for ServiceNow Customers

    • Enable autonomous handling of common TMT service tasks, improving response times and reducing manual workload for support agents.
    • Customize workflows by duplicating and activating them, tailoring AI agent behavior to specific organizational requirements.
    • Ensure secure execution of AI agents through ACLs, maintaining compliance and control over automated actions.
    • Utilize AI Agent Studio to validate and optimize workflows before deploying them in production environments.
    • Expand AI capabilities by exploring additional agents available in the ServiceNow Store to enhance service automation.

    Use the Now Assist for TMT agentic workflows to complete tasks autonomously.

    Table 1. Available agentic workflows for Now Assist for TMT AI agent collection
    Agentic workflow name Description Available AI agents
    Test and repair telecom service issues

    The agentic workflow gets triggered when the service problem case is assigned to the case agent and the state of the case is Open or New. The customer raises a case on the service disruption.

    The service problem case (SPC) starts with the SPC number.

    This AI agent is designed to handle the service problem case requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case), when an identifier or description for the task is given. It’s also capable of retrieving relevant context and details related to the task given to them.

    AI agents perform their tasks to resolve the customer issue.
    • Service problem manager AI agent
    • Customer payment status AI agent
    • Preliminary troubleshooter AI agent
    • On-demand service tester AI agent
    • Service repairer AI agent
    Help remediate bill issues The agentic workflow is designed to handle billing inquiry requests by analyzing current invoice usage, providing insights into high bill usage, and suggesting alternative plans based on customer usage patterns. For example, if a customer with a domestic mobile connection uses it internationally, they may incur extra charges; our bill analysis can identify such international usage and provide optimal plan to help manage costs.
    • Billing account information collector AI agent
    • Recommended plans AI agent
    • Billing invoice data collector AI agent
    Analyze network incidents Assists customer agents in resolving a given incident. It helps customer agents to resolve network tickets by tracking it and creating an actionable task.
    • Network ticket resolution AI agent
    • Ticket readiness AI agent
    • Network correlation monitor AI agent
    • Network ticket actionable steps generation AI agent
    • Network remediation generation AI agent
    Analyze risks and recommend solutions Retrieves applicable risks and proactively suggests solutions with minimal user intervention. Success risk manager AI agent
    Monitor engagement health Monitors the health score trends for all active engagements and triggers risk signals when declined.
    • Success trend AI agent
    • Success health monitor AI agent
    Support renewals and expansion Assesses engagements due for renewal, analyzes trends, and recommends renewal strategies.
    • Renewal analysis AI agent
    • Value realization assessor AI agent
    • Success insight AI agent
    Trigger risk mitigation touchpoint Automates the creating and scheduling of meetings for a specific user.
    • Meeting draft creator AI agent
    • Draft meeting scheduler AI agent
    Service Exchange onboarding Assists the provider with the consumer registration process, including step-by-step guidance, error checks during registration, and support for resolving any errors.
    • Registration Initiator AI agent
    • Registration Error Monitor AI agent
    Customer voice quality issue resolution Assists customer service representatives in resolving customer voice quality issues.
    • Ticket creation AI agent
    • Customer interaction context gatherer AI agent
    • RADCOM ticket handling agent customer profile (External agent)

    Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.

    Important:
    By default, all agentic workflows and AI agent records are read only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Once you duplicate the agentic workflow, adjust the settings according to your requirements. Next, you activate the duplicated agentic workflow. You can also test the agentic workflow to analyze its performance in the AI Agent Studio, while it executes the instructions that you defined.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.