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

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
    • Summarize
    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 workflows in Now Assist for Telecommunications, Media and Technology (TMT)

    Now Assist for TMT provides agentic workflows that enable autonomous task completion using AI agents. These workflows support Telecommunications, Media, and Technology organizations in automating service case handling, billing inquiries, network incident resolution, risk analysis, customer engagement monitoring, renewal support, onboarding, and communication tasks.

    Show full answer Show less

    Available Agentic Workflows and AI Agents

    • Test and repair telecom service issues: Automatically troubleshoot and resolve service problem cases using multiple AI agents such as the Service Problem Manager, Preliminary Troubleshooter, and Service Repairer.
    • Help remediate bill issues: Analyze billing inquiries, identify high usage patterns, and recommend alternative plans using billing data collector and recommended plans AI agents.
    • Analyze network incidents: Assist agents in resolving network tickets by tracking and generating actionable remediation steps.
    • Analyze risks and recommend solutions: Retrieve risks and suggest solutions with minimal user input using the Success Risk Manager AI agent.
    • Monitor engagement health: Track health score trends of active engagements and trigger risk signals when declines occur.
    • Support renewals and expansion: Evaluate engagements due for renewal and recommend strategies based on trend analyses.
    • Trigger risk mitigation touchpoint: Automate meeting creation and scheduling to address risks.
    • Service Exchange onboarding: Guide providers through consumer registration with step-by-step instructions and error monitoring.
    • Customer voice quality issue resolution: Help resolve voice quality problems by creating tickets and gathering interaction context.
    • Squad resource identifier: Identify and connect customer success teams with the right resources quickly.
    • Product release email communication: Automatically draft and distribute product release announcements.
    • Service Exchange Knowledge Assistant: Provide documentation-based answers related to Service Exchange, including source verification links.

    Security and Activation

    Execution of AI agents and agentic workflows is controlled through access control lists (ACLs) and user identities, allowing actions to be performed as either a dynamic or AI user. By default, agentic workflows and AI agents are read-only. To run workflows autonomously, customers must:

    • Duplicate the desired agentic workflow.
    • Activate the duplicated workflow and all associated AI agents.
    • Enable the trigger for automatic invocation or invoke workflows manually without activating triggers.
    • Adjust workflow settings as needed.

    Workflows can be tested and monitored for performance using AI Agent Studio. Some AI agents included with Now Assist may not be part of agentic workflows but remain available for use.

    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)
    Squad resource identifier Assists the customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, ensuring faster and more effective collaboration across engagements. User resource recommender AI agent
    Product release email communication Assist the customer to automatically draft, refine, and distribute the release announcement emails to designated recipients by retrieving the most recent product release information. Email communication manager AI agent
    Service Exchange Knowledge Assistant Helps users get answers to Service Exchange questions, grounded in documentation that matches the Service Exchange version installed on the instance. It also provides source links for every answer so users can verify the underlying documentation. Service Exchange Knowledge Assistant AI 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.

    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.