Now Assist for Telecommunications, Media and Technology (TMT) release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) release notes

    The Now Assist for Telecommunications, Media and Technology (TMT) application on the ServiceNow Store delivers AI-powered capabilities tailored for the TMT industry. It leverages generative AI and a suite of AI agents to enhance customer service, network incident management, billing issue resolution, and voice quality problem handling. The release notes document the evolution of the application through versions, highlighting new model support, security improvements, and expanded AI skillsets aligned with telecommunications needs.

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    Key Features

    • Generative AI and AI Agent Collections: Introduced in version 1.0.5, these include skills for customer service problem management such as case summarization, knowledge base generation, and resolution note creation specific to telecommunications.
    • Telecommunications Customer 360 (C360) Skills: AI summaries and remote hands capabilities for telecom customer contexts.
    • Service AI Agents:
      • Service Test and Repair agents for diagnosing and repairing telecom service issues.
      • Problem Manager agent that suggests relevant knowledge articles and verifies active customer inventory.
      • Customer Payment Status agent to check outstanding payments.
      • Preliminary Troubleshooter agent to interactively ask questions and recommend similar cases.
      • On-demand Service Tester and Service Repairer agents to execute tests and create repair tasks based on test outcomes.
    • Network Incident Analysis Agents:
      • Network Ticket Resolution agent to assist with knowledge article checks and orchestration.
      • Ticket Readiness agent ensuring incident records have required fields for progression.
      • Network Correlation Monitor agent to identify impacted services and generate major service problem cases.
      • Network Ticket Actionable Steps Generation agent to recommend next steps based on historical incidents.
      • Network Remediation Generation agent to map resolution steps and create corresponding tasks.
    • Billing Issue Remediation Agents:
      • Billing Account Information Collector for structured billing inquiries and retrieval of account details.
      • Recommended Plans agent to generate, confirm, and notify users about service plan recommendations.
      • Billing Invoice Data Collector agent to gather billing invoice information.
    • Customer Voice Quality Issue Resolution (A2A):
      • Customer Interaction Context Gatherer to collect problem details and subscriber information.
      • RADCOM Ticket Handling agent to provide voice and data KPI metrics based on subscriber details.
      • Ticket Creation agent to generate service problem cases related to voice and data quality issues.
    • Model Support and Security Updates: Version 2.0.1 added support for new third-party AI models including Claude Haiku 4.5, GPT-5 mini, Claude Sonnet 4.6, and GPT-5.4, along with security fixes.
    • Product Tier Repackaging: Version 1.1.5 introduced repackaging to align with product tiers.

    What This Enables ServiceNow Customers to Do

    ServiceNow customers in telecommunications, media, and technology sectors can leverage this application to automate and enhance service management processes using AI. The AI agents facilitate faster incident resolution, proactive network problem detection, improved customer billing interactions, and voice quality issue management. Customers can expect streamlined workflows, increased accuracy in problem diagnosis, and better customer engagement through AI-driven recommendations and task automation.

    Version history for the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.0.1 - June 2026
    • New support of 3p models and security fixes
    • Small models: Claude Haiku 4.5GPT‑5 miniLarge Models:Claude Sonnet 4.6GPT‑5.4
    Version 1.1.5 - April 2026
    Repackaging for product tiers
    Version 1.0.5 - March 2026
    • Generative AI and AI agent collections for Telecommunications. This will include:
      • Skills:
        • Customer Service Problem Management for Case Summarization, Test Summarization, KB Generation and Resolution Notes Generation
        • Skills on C360 for telecommunications for AI summary
        • Remote hands Skill
      • AI Agents
        • Service Test and Repair telecom service issues AI agent
          • Service Problem ManagerAI agent which will suggest relevant knowledge articles and check for the customer inventory to be active.
          • Customer Payment Status AI agent which will check outstanding payments.
          • Preliminary Troubleshooter AI agent to ask questions from the documents and recommend similar cases.
          • On-demand Service Tester AI agent to show the tests based on the inventory specification if the recommended tests are shown
          • Service Repairer AI agent to create repair tasks based on the test outcom
    • Analyze network incidents
      • This includes the following AI agents:
        • Network ticket resolution AI Agent
          • This will help in checking knowledge articles as well as the manager agent that will be helpful for orchestration to other agents
        • Ticket readiness AI agent
          • This will help in checking any fields that would be required for incident progression including SLA's, category, sub-category, asisgnment group by looking into historic incidents using group action framework
        • Network correlation monitor AI Agent
          • AI Agent capable to identify impacted services and customer accounts, and create Service Problem Major Case.
        • Network ticket actionable steps generation AI agent
          • AI Agent to determine next action based on similar incidents and historic data
        • Network Remediation Generation AI Agent
          • AI Agent capable to map resolution steps to corresponding task type, and create such tasks
    • Help remediate bill issues
      • Billing account information collector AI agent
        • This AI agent is designed to handle billing inquiries by following a structured approach. It retrieves billing inquiry case details, obtains the billing account details using the account number. The agent is intended for use by ServiceNow agents for getting the billing account number.
      • Recommended plans AI agent
        • This AI agent is designed to facilitate the generation and confirmation of service plan recommendations through a structured approach. It first generates a recommended plan, update the work notes, presents it to the user for confirmation, verifies whether an email is associated with the customer account and triggers the email notification agent to send the recommended plan details to the user.
      • Billing invoice data collector AI agent
        • Agent responsible for collecting the billing invoice data
    • Customer Voice Quality Issue Resolution (A2A)
      • Customer interaction context gatherer:
        • Collects the customer problem and identify the subscriber details
      • RADCOM ticket handling AI Agent
        • Based on the subscriber details provide the Voice and data related KPI's
      • Ticket creation AI agent
        • Creates service problem cases based on customer voice and data quality issue.