Now Assist for Customer Service Management (CSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for Customer Service Management (CSM)

    Now Assist for Customer Service Management (CSM) is a ServiceNow application designed to enhance your customer service operations by leveraging generative AI. It helps agents quickly understand case and chat contexts by summarizing case information, generating resolution notes, and summarizing chat interactions. This accelerates case resolution and improves customer service efficiency.

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    Key Features

    • Case Summarization: Automatically summarizes case details to provide agents with quick insights.
    • Resolution Notes Generation: Generates notes for case resolutions to streamline documentation.
    • Chat Summarization: Summarizes chat interactions to help agents grasp conversation context faster.
    • Agentic AI: Enables AI agents to autonomously complete tasks within CSM, further improving agent productivity.
    • Generative AI Capabilities: Offers AI-driven assistance tailored to customer service use cases.

    Important Considerations

    • Availability of AI model providers may vary by region, compliance requirements, and data center restrictions (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments).
    • Check the Knowledge Base for updates on AI feature availability and regional restrictions.
    • Human oversight is critical since AI outputs may not always be accurate, complete, or appropriate for all cases—especially in sensitive areas like healthcare, finance, legal, and security.
    • Compliance with ServiceNow’s AI Acceptable Use Policy is required.

    Data Handling and Privacy

    Now Assist processes data by transferring it from your ServiceNow instance to centralized ServiceNow environments, which may be hosted in different regions or on third-party cloud services such as Microsoft Azure. This data transfer and handling comply with ServiceNow’s internal policies and compliance standards.

    The application collects inputs, outputs, and edits related to case information, chat transcripts, and email content to improve ServiceNow AI technologies. Customers retain control and can opt out of future data collection anytime via the Now Assist Opt-Out page.

    Support and Troubleshooting

    • Access the ServiceNow Community on AI and Intelligence for discussions and advice.
    • Use the Known Error Portal to find known issues and resolutions.
    • Contact ServiceNow Customer Service and Support for direct assistance.

    Use the ServiceNow® Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.