--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 automate and enhance common customer service scenarios. These AI agents combine autonomous and supervised workflows to perform complex multi-step actions triggered by customer interactions such as cases, conversations, or detected intents. Built on the ServiceNow AI Platform, these agents leverage advanced technologies including Knowledge Graph, Flow Designer, scripting, and generative AI capabilities like Retrieval-Augmented Generation (RAG) to improve case handling and customer engagement. Show full answer Show less Powered by AI Agent Fabric and Workflow Data Fabric, the collection operates seamlessly across different systems without dependency on data location, while Guardian ensures security and compliance through enforced guardrails. This setup helps reduce manual effort, decrease resolution times, and improve the overall customer experience by freeing human agents to focus on higher-value tasks. ## Key Features * **Triage Cases:** Automates case validation, creation, verification, and escalation, while retrieving relevant context to answer inquiries and prevent unnecessary case creation. Includes AI agents for triaging, wrap-up, context validation, case creation, entity extraction, document verification, and email response. * **Customer 360 Insights:** Provides agents with real-time, context-aware responses about customer data, case details, products, and interaction history using multi-turn Q\&A to maintain conversational accuracy. Supports Customer Insight AI Agent, Case Action AI Agent, and Complaint Case AI Agent. * **Complaint Case Automation:** Enhances complaint resolution by gathering missing information, detecting sentiment, categorizing issues, and suggesting resolutions. Supports human agents in complaint intake, triage, research, resolution, and communication, reducing manual workload and speeding up case closure. * **Large Language Model Support:** Compatible with multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls in AI Control Tower and AI Admin Hub allow administrators to set preferred models and options. * **Security and Access Control:** AI agents and workflows use role masking and Access Control Lists (ACLs) to restrict user access based on roles. Predefined roles come with applications, and administrators must configure security settings to control who can run or access AI agents and workflows. * **Autonomous Execution:** To enable autonomous AI agent operation, duplicate and activate agentic workflows and all associated agents, and activate triggers for automatic invocation. Manual invocation is also supported. Azure OpenAI is recommended for optimal performance with CSM workflows. * **Standalone AI Agents:** Some AI agents may be installed but not part of any agentic workflow; administrators can review and manage all available AI agents on their instance. ## Practical Benefits for ServiceNow Customers * **Accelerate Customer Case Resolution:** Automate routine case management tasks and improve accuracy of case handling to reduce resolution times. * **Enhance Agent Productivity:** Free human agents from repetitive processes, allowing focus on complex or high-value work. * **Improve Customer Experience:** Provide faster, contextually relevant responses and proactive complaint management to increase customer satisfaction. * **Maintain Security and Compliance:** Use built-in role-based access and security guardrails to control AI agent usage and protect sensitive data. * **Flexible AI Model Integration:** Choose from multiple leading AI providers to tailor generative AI capabilities according to organizational needs and preferences. The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows 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 use capabilities such as Knowledge Graph, Flow Designer, scripting, Topics, and Catalog Items. They also use Retrieval-Augmented Generation (RAG), 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, while Guardian enforces guardrails for security and conformance. 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 ultimately 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/Xbw4p7wI5YfPF9y0XMwHOQ "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/f336YcLVn7DARk8ueo3jyQ "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 with a seamless multi-turn Q & A experience.") | Provides agents with real-time, context-aware responses to queries on customer data, case details, product information, catalog entries, and interaction history. Uses 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/AKPC4xTOXfCEl_FXqCoVSg "The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows 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 {#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 on AWS 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For the Now LLM Service updates, see [Model provider updates](https://www.servicenow.com/docs/access?context=now-llm-model-updates&version=brazil&pubname=brazil-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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select **Users with specific roles** for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select **Users with specific roles** for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an AI agent](https://www.servicenow.com/docs/access?context=define-sec-controls-aia&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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. * Azure OpenAI is recommended for CSM agentic workflows. For information on Large Language Models (LLMs) for AI agents and agentic workflows, see [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). {#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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).