Service recommendations for interactions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Recommend the most relevant services to an agent based on the context of an interaction record, such as the short description or description.

    With Service recommendations for interactions, agents can see the recommended services in the case type selector based on the information provided in the interaction record.
    Note:
    The service recommendations for interactions feature requires the Now Assist for Customer Service Management (CSM) application.

    The system displays the recommended services in a separate section at the top of the case type selector. By default, this section shows a maximum of four recommended services. The number of recommended services that can be displayed is controlled by the sn_csm_case_types.top_ai_predictions_limit system property.

    Figure 1. Case type selector with Top AI Predictions
    Case type selector with the Top AI Predictions section that displays cards for AI predicted services based on the interaction context

    Service recommendations for interactions properties

    The Service recommendations for interactions feature includes the following properties.

    Table 1. Service recommendations for interactions properties
    Property name Description
    sn_csm_case_types.top_ai_predictions_enabled Enables AI predictions for services and displays those services in the case type selector.
    • Type: true|false
    • Value: true
    • Location: System Property [sys_properties] table
    sn_csm_case_types.top_ai_predictions_limit Sets the maximum number of AI predicted services to display in the case type selector.
    • Type: integer
    • Value: 4
    • Location: System Property [sys_properties] table