Exploring Now Assist for Order Management
Summarize
Summary of Exploring Now Assist for Order Management
The Now Assist for Order Management application leverages generative AI to simplify and enhance the management of complex orders involving multiple products, services, and fulfillment tasks. It delivers real-time, consolidated order summaries that help agents make faster, more accurate decisions and improve customer responsiveness. This AI-driven tool supports better communication, error reduction, and proactive task management across suppliers, partners, and internal teams.
Show less
Key Features
- AI Summarization of Orders: Provides a comprehensive, real-time view of complex orders, enabling agents to track changes, validate details, and maintain consistency throughout the order lifecycle.
- Agent Empowerment: Supports order agents in quickly checking order status and resolving issues without navigating multiple interfaces, and fulfillment agents in monitoring progress and mitigating risks early.
- Task Prioritization and Assignment: Helps assign tasks based on priority and skill, allowing for rapid prioritization to avoid delays and missed deadlines.
- Generative and Agentic AI Applications for Customer Self-Service: Includes applications that allow B2B customers to autonomously submit order and invoice cases through natural language or voice interactions on the Business Portal.
Applications and AI Agents
- Manage Order Operations: Enables B2B customers to submit order cases autonomously via natural language or voice using AI agents accessible through the Business Portal.
- Manage Invoice Operations: Supports autonomous submission of invoice dispute cases through natural language or voice. Also includes an agentic workflow for finance agents to validate and resolve disputes with guided assistance from the Now Assist panel.
Getting Started
- Enable the Manage Order Operations AI agent on the Business Portal and configure scripted extension points to tailor its functionality.
- Configure AI-assisted invoice dispute intake and validation on the Business Portal, set up invoice quantity validation and dispute resolution extension points, and make the invoice dispute assist workflow available in the Now Assist panel.
Practical Benefits for ServiceNow Customers
By implementing Now Assist for Order Management, customers can expect improved operational efficiency through AI-driven order summaries and proactive task management. It enhances customer satisfaction by enabling timely, clear communication and seamless handoffs. Additionally, it empowers both internal agents and B2B customers to handle orders and invoice disputes more autonomously and effectively, reducing errors and accelerating resolution times.
With the Now Assist for Order Management application, you can use generative AI to summarize complex orders involving multiple products, services, and fulfillment tasks for faster, more accurate decision-making and improved customer responsiveness.
Now Assist for Order Management overview
AI summarization of orders provides a real-time, consolidated view of complex orders spanning multiple products, services, and fulfillment tasks. It empowers agents to:
- Enhance the customer experience with timely updates, clear communication, and seamless handoffs that lead to better satisfaction.
- Track changes and validate details to maintain consistency and transparency.
- Minimize errors and improve communication across suppliers and partners.
- Monitor tasks that are at risk of missing deadlines and take corrective action early.
- Assign tasks to appropriate resources based on priority and skill.
- Make rapid prioritization decisions to avoid delays.
Now Assist for Order Management skills
The Now Assist for Order Management application includes the generative AI skill that enables:
- Order agent: Quickly check order status, identify issues, and resolve them without navigating to multiple tabs or line items.
- Fulfillment agent: Gain visibility into the fulfillment progress, spot risks early, and intervene proactively.
Generative and agentic AI applications for enabling customer self-service
The Now Assist for Order Management includes the following applications that enable business-to-business (B2B) customers to submit order and invoice cases autonomously in simple conversational format from the Business Portal.
- Manage Order Operations
- The Manage Order Operations application (com.sn_ord_ops_aias) includes the following AI agents:
- Manage order operations AI agent: Enables B2B customers to submit order cases autonomously from the Business Portal using natural language.
- Order exception AI voice agent: Enables B2B customers to submit order cases using voice calls.
- Manage Invoice Operations
- The Manage Invoice Operations application (com.sn_inv_ops_aias) includes the following AI agents and agentic workflow:
- Invoice dispute intake assistant AI agent: Enables B2B customers to submit invoice dispute cases autonomously from the Business Portal using natural language.
- Invoice dispute AI voice agent: Enables customers to submit invoice dispute cases using voice calls.
- Invoice dispute assist agentic workflow: Enables finance agents to validate and resolve invoice disputes using a guided experience from the Now Assist panel in the CSM/FSM Configurable Workspace. Internally, it uses the invoice dispute support assistant AI agent to validate invoice information, trigger API calls to check quantity discrepancies and provide resolutions.