Jumpstart Your AI Agents for CSM
Summarize
Summary of Jumpstart Your AI Agents for CSM
This Accelerator offers ServiceNow customers an applied demonstration and overview of AI Agents for Customer Service Management (CSM). Leveraging Generative AI, it showcases how AI agents can automate repetitive tasks—such as generating detailed resolution notes and summarizing cases and chat conversations—allowing human agents to concentrate on higher-value activities. The Accelerator provides key resources, best practices, and configuration support to help customers quickly adopt AI Agents for CSM.
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Package Availability
The Accelerator is available to customers with Impact Guided, Guided+ (SV or PG), Advanced, and Total packages.
What You Receive
- Session Preparation: A Technical Accelerator Consultant provisions a temporary instance, activates necessary plug-ins, and configures AI Agents.
- Customer Coaching Session #1 (up to 90 minutes):
- Overview of the base system and AI Agents for CSM features
- Applied demonstration including base AI Agent experiences, customization of Case Summarization Skill, usage of Now Assist, and CSM usage metrics
- Provision of key resources and leading practice guides
- Access to the temporary instance for 30 days
- Customer Coaching Session #2 (optional, up to 60 minutes): Q&A session focused on AI Agents for CSM, available upon customer request.
- Customer Resources: One or more customer personnel are requested to participate, typically including Platform Owner and System Administrator roles, with optional involvement from Customer Service Managers and Trusted Service Partners to align on strategy, maintenance, and operational insights.
Customer Roles and Responsibilities
- Platform Owner (Required): Accountable for the overall ServiceNow platform governance and alignment with business strategy.
- System Administrator(s) (Required): Responsible for system stability, application maintenance, and configuration tasks related to ServiceNow releases.
- Customer Service Manager (Recommended): Manages case workers and provides insights on AI Agent skill impacts.
- Trusted Service Partners (Recommended): Participate in coaching sessions to understand best practices and potentially support ongoing customer needs.
Important Notes and Exclusions
- This Accelerator or parts of it may not be available to customers in restricted environments, self-hosted customers, or managed service providers with domain-separated instances.
- ServiceNow does not implement recommendations on customers’ non-production or production instances; implementation responsibility remains with the customer.
- Additional requested information and access details are specified in the applicable Impact Accelerator Description.
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.
Package Availability
What you get
- Session preparation
- The Technical Accelerator Consultant:
- Provisions a temporary instance
- Activates related plug-ins
- Activates and configures 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.
| 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.
Exclusions
ServiceNow is not responsible for implementing recommendations on Customer’s non-production or production instances.