--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Use agentic AI in CSM # Using agentic AI in ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Using agentic AI in ServiceNow Otto for Customer Service Management (CSM) The Customer Service Management (CSM) AI Agent Collection in ServiceNow Otto offers prebuilt, fully configured AI agents and agentic workflows designed to streamline common CSM scenarios. These AI agents combine autonomous and supervised processes to perform multi-step actions triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, they leverage advanced technologies such as Knowledge Graph, Flow Designer, scripting, Topics, Catalog Items, and Retrieval-Augmented Generation (RAG), as well as record operations, web search, and generative inputs. Show full answer Show less Powered by AI Agent Fabric and Workflow Data Fabric, these agents operate seamlessly across systems without dependency on data location, while Guardian ensures security and compliance. The collection helps automate complex processes, reduces agent workload, accelerates resolution times, and improves customer experience. ## Key Features * **Agentic Workflows:** Ready-to-use workflows that automate tasks such as case triage, context validation, complaint management, and customer insights. * **Available AI Agents:** * **Triage Cases Workflow:** Includes agents for case validation, creation, verification, escalation, context retrieval, entity extraction, document verification, and email response. * **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. * **Complaint Case Management:** Automates complaint intake, triage, research, sentiment detection, categorization, resolution proposals, and communication support to reduce manual effort and case closure time. * **Large Language Models Support:** Compatible with Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude. Configuration is managed via AI Control Tower and AI Admin Hub for skill-level preferences. * **Security and Compliance:** Supports execution of AI agents through Access Control Lists (ACLs) and user identity management to enforce security policies. * **Autonomous Operation:** AI agents and workflows are read-only by default; to enable autonomous execution, workflows and agents must be duplicated, activated, and triggers configured as needed. * **Standalone AI Agents:** Some AI agents may exist outside agentic workflows and can be accessed and managed separately. ## Practical Benefits * Automates routine and complex customer service tasks, reducing manual workload for agents. * Enhances accuracy and speed of case handling through advanced AI reasoning and multi-step workflows. * Delivers richer, context-aware customer insights to improve service quality. * Enforces enterprise security and compliance standards during AI operations. * Enables customization and control over AI model usage and workflow activation to fit organizational 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, and Retrieval-Augmented Generation (RAG). They also use 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. 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. This accelerates resolution times and enhances customer experience. {#csm-ai-agents-use-cases__table_xt1_lth_l2c__entry__3} | Agentic workflow | Description | Available AI agents | |-|-|-| | [Triage cases](https://www.servicenow.com/docs/Su99~j9qzWB_RkfCS3xnVw "Use CSM AI agents agentic workflow to process all routine cases coming in through email and other offline channels and increase agent productivity through faster resolution.") | 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 {#csm-ai-agents-use-cases__ul_tz5_qth_l2c} | | [Provide customer 360 insights](https://www.servicenow.com/docs/NCU0vxwSQius1Y_JwHidRg "Provide Customer 360 insights agentic workflow is a GenAI-powered assistant that helps agents answer natural language questions about customers, cases, products, catalogs, and past interactions.") | 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 {#csm-ai-agents-use-cases__ul_mzf_bvf_fhc} | | [Complaint Case AI Agent collection](https://www.servicenow.com/docs/TjuJlqMwbXSBi3n3D7FYww "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.") | 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 {#csm-ai-agents-use-cases__ul_ewb_2tb_g3c} | [Table 1. Available agentic workflows for Customer Service Management agent collection] {#csm-ai-agents-use-cases__table_xt1_lth_l2c} ## Supported Large Language Models {#csm-ai-agents-use-cases__section_cjf_msp_3hc} Note: You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Security implementation considerations {#csm-ai-agents-use-cases__section_adq_4sp_3hc} 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 AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) ## Considerations for running the autonomous AI Agents {#csm-ai-agents-use-cases__section_agz_rsp_3hc} 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](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), 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. {#csm-ai-agents-use-cases__ul_g51_h5h_l2c} ## Standalone AI agents {#csm-ai-agents-use-cases__section_ztn_btp_3hc} There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).