Now Assist for Telecommunications, Media and Technology (TMT) release notes
The ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. Now Assist for Telecommunications, Media and Technology (TMT) was enhanced and updated in the Australia release.
Now Assist for Telecommunications, Media and Technology (TMT) highlights for the Australia release
- Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
- Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
- Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
- Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
- Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution.
See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Important :
Now Assist for Telecommunications, Media and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Now Assist for Telecommunications, Media and Technology (TMT) features
- Squad resource identifier
- Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.
- Product release email communication
- Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.
- Recommend risk signal solutions
- Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.
- Generate product adoption roadmaps using Now Assist
- Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.
- Support renewals and expansion
- Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine.
- Generate Telecom customer 360 insights
- Provide data source configurability to bring call, chat, billing data from external sources and generate insights. Deliver task-based insights on recent cases, orders, and sentiment analysis related to customer health.
- Generate resolution notes for Alternative Dispute Resolution case using Now Assist for TMT
- Generates resolution notes for a customer dispute in the Alternative Dispute Resolution (ADR) case record.
- Analyze the sentiment of a service problem case using Now Assist for TMT
- Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for ADR case record.
- Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)
- Generates a comprehensive summary the case records that are linked to the customer dispute in the ADR case record.
- Generate a deadlock letter using Now Assist for TMT
- Generates a deadlock letter details for a customer dispute in the ADR case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.
- Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection preliminary troubleshooter agentic workflow
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection service test and repair agentic workflow
- Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction.
- Remote hands case record
- Remote Hands Request Summarization generates contextual summary of a Remote Hands case by combining current case data with insights from similar historical cases, using information submitted by the DCIM user through the CSM portal.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.