Jumpstart Your AI Agents for CSM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Jumpstart Your AI Agents for CSM

    This accelerator helps ServiceNow customers explore and experience the capabilities of AI Agents specifically designed for Customer Service Management (CSM). Leveraging generative AI, it demonstrates how AI agents automate repetitive tasks—such as creating detailed resolution notes and summarizing cases and chat conversations—allowing human agents to focus on higher-value activities. The offering includes resources and best practices to facilitate a smooth start with AI Agents for CSM.

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    It is available to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    Key Features

    • Session Preparation: Provisioning of a temporary instance and activation/configuration of relevant plug-ins and AI Agents.
    • Customer Coaching Sessions:
      • Session #1 (up to 90 minutes): Provides an overview of the base system and AI Agents features for CSM, an applied demonstration including case summarization skill customization, Now Assist, and usage metrics, plus access to key resources and best practices.
      • Session #2 (optional, up to 60 minutes): An opportunity for Q&A related to AI Agents for CSM, offered upon customer request.
    • Temporary Instance Access: Customers receive 30 days of access to a temporary ServiceNow instance for hands-on exploration.
    • Customer Resource Involvement: The accelerator requires involvement from specific customer roles including Platform Owner and System Administrator (both required), Customer Service Manager, and Trusted Service Partners (both recommended) to ensure alignment and effective adoption.

    Customer Responsibilities

    Customers must provide required resources such as a Platform Owner and System Administrator who oversee platform governance and maintenance, respectively. Recommended roles like the Customer Service Manager and Trusted Service Partners help provide operational insight and ongoing support.

    Important Considerations

    • This accelerator or parts of its activities may not be available in restricted environments, self-hosted setups, or managed service providers with domain-separated instances.
    • ServiceNow does not implement recommendations on customers’ production or non-production instances.
    • Customers should consult the applicable Impact Accelerator Description for requested information and access requirements.

    This Accelerator provides a demonstration of the possibilities and capabilities of AI Agents for CSM.

    Accelerator overview

    This accelerator provides  Impact customers with an overview and applied demonstration of AI Agents for CSM. By harnessing the power of GenAI, this accelerator highlights how AI agents revolutionize the CSM process by using advanced reasoning to complete key tasks. AI agents handle repetitive tasks such as generating detailed resolution notes, summarizing cases and chat conversations, and more, freeing up human agents to focus on higher-value work. This offering provides key resources and leading practices to get started with AI Agents for CSM.

    Note:
    This Accelerator is available for Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.

    What you get

    Session preparation
    • Provision a temporary instance
    • Activate related plug-ins
    • Activate and configure AI Agents
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of base system AI Agents for CSM features
    • Applied demonstration of:
      • Base system AI Agents for CSM experiences
      • Customization of Case Summarization Skill
      • Now Assist Usage Metrics for CSM
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to AI Agents for CSM.

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Leads the System Administrators, ensures team alignment with the ServiceNow business strategy and roadmap, and contributes to platform governance.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    Customer Service Manager (Recommended) Responsible for managing case workers. Provides insights into the impact of different AI Agents Skills on the current state.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/upgrade-schedules.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.