Using agentic AI in Now Assist for Customer Service Management (CSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using agentic AI in Now Assist for Customer Service Management (CSM)

    The Customer Service Management (CSM) AI Agent Collection offers prebuilt, fully configured AI agents and agentic workflows to handle common customer service scenarios. These agents combine autonomous and supervised processes to execute multi-step actions based on customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, the collection leverages advanced technologies such as Knowledge Graph, Flow Designer, scripting, Retrieval-Augmented Generation (RAG), and generative inputs to automate complex workflows seamlessly across systems.

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    This solution is powered by AI Agent Fabric and Workflow Data Fabric, ensuring smooth operation regardless of data location, while Guardian enforces security and compliance guardrails. The collection helps reduce manual effort, minimize agent friction, and accelerate case resolution times, enhancing overall customer experience.

    Key Features

    • Triage Cases Workflow: Manages case validation, creation, verification, escalation, and information retrieval to address inquiries efficiently and avoid unnecessary cases. Includes AI agents like Triage cases, WrapUp, Context validator, and others.
    • Customer 360 Insights: Provides agents with real-time, context-aware responses using multi-turn Q&A on customer data, case details, product info, and interaction history. Utilizes Customer insight AI Agent, Case action AI Agent, and Complaint Case AI Agent collection.
    • Complaint Case Automation: Streamlines complaint resolution by gathering missing details, detecting sentiment, categorizing issues, and suggesting resolutions. Supports complaint intake, triage, research, and communication to reduce manual workload and case closure time.
    • Large Language Model Support: Compatible with Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS for generative AI capabilities. Skill-level preferences and configuration controls can be managed via AI Control Tower and Now Assist Admin console.
    • Security and Access Control: Execution of AI agents and workflows is governed by Access Control Lists (ACLs) and user identities to ensure secure operation.
    • Autonomous AI Agent Activation: By default, agentic workflows and AI agents are read-only. To run autonomously, workflows must be duplicated, activated along with all contained agents, and triggers enabled for automatic invocation (manual invocation is also possible).
    • Standalone AI Agents: Some AI agents may be available independently outside of agentic workflows. Customers can view all available agents through the platform interface.

    What Customers Can Expect

    By implementing the CSM AI Agent Collection in Now Assist, ServiceNow customers will benefit from automated and guided customer service processes that reduce manual intervention and agent workload. This leads to faster case handling, improved customer data insights during interactions, and enhanced complaint management efficiency. The solution supports flexible model providers and enforces compliance through robust security controls, enabling secure and scalable AI automation tailored to customer service needs.

    The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.

    These model examples combine autonomous and supervised flows to perform multi-step actions using advanced reasoning, triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, the agents leverage capabilities such as Knowledge Graph, Flow Designer, scripting, Topics, Catalog Items, Retrieval-Augmented Generation (RAG), record operations, web search, and generative inputs. Powered by AI Agent Fabric and Workflow Data Fabric, the collection operates seamlessly across systems without dependency on data location, while Guardian enforces guardrails for security and compliance. By offering ready-to-use building blocks, it helps guide and automate complex processes, reduce agent friction, and free human agents to focus on higher-value work—ultimately accelerating resolution times and enhancing customer experience.

    Table 1. Available agentic workflows for Customer Service Management agent collection
    Agentic workflow Description Available AI agents
    Triage cases Handles end-to-end case or case type validation, creation, verification, and escalation. It can also retrieve relevant context and details from the provided case or interaction to address customer inquiries directly and avoid unnecessary case creation.
    • Triage cases WrapUp
    • Context validator
    • Informational queries
    • Case creation
    • Entity extraction
    • Document verification
    • Email response
    Provide customer 360 insights Provides agents with real-time, context aware responses to queries on customer data, case details, product information, catalog entries, and interaction history, using multi-turn Q&A to maintain conversational context and accuracy.
    • Customer insight AI Agent
    • Case action AI Agent
    Complaint Case AI Agent collection Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. It supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time. 
    • Complaint case intake agent
    • Complaint case triage agent
    • Complaint case research agent
    • Complaint case summarization skill

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Considerations for running the autonomous 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.

    Standalone AI agents

    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 to you, see Find AI agents.