Predictive AI for CSM release notes
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Summary of Predictive AI for CSM Release Notes (Australia Release)
ServiceNow’s Predictive AI for Customer Service Management (CSM) applications empower customer service teams to enhance case management and service operations through AI-driven features. The Australia release introduces significant improvements and new functionalities across Now Assist for CSM, Guided Decisions, Recommended Actions, and Task Intelligence, designed to accelerate issue resolution, improve agent productivity, and provide deeper customer insights.
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Key Features
- Now Assist for CSM Enhancements:
- Major Issue Management: AI detects emerging case patterns and automatically proposes major cases, enabling earlier escalation and faster disruption resolution.
- Case Insights Section: A consolidated view displaying key case details, customer history, sentiment scores, and special handling notes to expedite case resolution.
- Voice-driven Case Updates: Customers can check and update case statuses via voice interactions using popular CCaaS platforms, reducing live agent dependency.
- Sentiment Analysis on Email Interaction: Automated sentiment scores and trends appear directly on email pages, allowing agents to quickly gauge customer mood.
- Quality Assurance Management Skill: AI evaluates closed case interactions against configurable rubrics, automating quality assessment at scale.
- Email Reply Recommendations: Intelligent suggestions appear on extended table record pages to help agents respond faster with less manual effort.
- AI Interaction Wrap-up: AI assists agents by generating wrap-up codes and notes during interaction closeout.
- Guided Decisions Updates:
- New UI Layout tab to configure knowledge article display in playbooks.
- Ability for agents to restart Guided Decision activities within playbooks.
- Recommended Actions Improvements:
- Hybrid search combining keyword and semantic matching for more relevant AI search results.
- Relevancy scores shown on case resolution guidance recommendations.
- Contextual filtering ensures search results are relevant to the specific record viewed.
- Support for mandatory contextual inputs to improve recommendation accuracy.
- Delegated developer privileges enable granular metadata management and configuration.
- Process Mining: Pre-configured templates tailored for CSM streamline project set up and accelerate insights.
- AI Platform Licensing Tiers: Foundation, Advanced, and Prime tiers offer varying levels of AI capabilities from basic insights to autonomous AI workflows depending on entitlements.
- Core UI Enhancements: AI Workflow tab and filter controls integrated into case and email interaction views for easier access to AI insights and case filtering.
Practical Benefits for ServiceNow Customers
- Faster Case Resolution: Consolidated insights and AI-driven recommendations reduce agent workload and speed up handling.
- Proactive Issue Detection: Early identification and escalation of major cases minimize customer disruption.
- Improved Agent Productivity: AI-assisted quality scoring, wrap-up automation, and email reply suggestions streamline routine tasks.
- Enhanced Customer Experience: Voice-based updates and sentiment analysis provide richer customer interaction insights.
- Configurable and Scalable: Flexible metadata management, contextual AI filtering, and licensing tiers enable tailored deployment and governance.
- Seamless Integration: Works across multiple CCaaS platforms and integrates within ServiceNow’s Core UI and configurable workspace.
Activation and Compatibility
To use these AI capabilities, activate the Customer Service plugin and Now Assist for CSM plugins available on ServiceNow Store. Verify your entitlements to access features. Note that ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers; use Microsoft Edge Chromium or supported browsers instead.
Related Applications
- Customer Service Management: Foundation for delivering external customer service and support.
- Now Assist for CSM: Provides chat and case summarization, resolution notes generation, and other generative AI skills.
- Document Intelligence: Automates data extraction from documents into workflows.
- Predictive Intelligence: Automates field population, categorization, routing, and resolution suggestion.
- Now Assist Admin Console and Panel: Tools for configuring, monitoring, and interacting with Now Assist AI features.
The ServiceNow® Predictive AI for Customer Service Management (CSM) applications enable customer service organizations and service operations to configure and implement Now Assist for Customer Service Management (CSM), Guided Decisions, Recommended Actions, and Task Intelligence features. The Predictive AI for CSM applications were enhanced and updated in the Australia release.
Predictive AI for CSM highlights for the Australia release
Australia Patch 2
- Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort.
- Receive intelligent email reply recommendations on extended table record pages in Now Assist for CSM, helping agents respond faster with less manual effort.
Australia Patch 1
- Availability of filter controls in Now Assist Guardian for Now Assist for CSM.
- Availability of AI Workflow tab in Core UI.
- Use AI to populate interaction wrap-up codes and notes, saving agents time.
- Simplify metadata management by granting developer roles and privileges to your granular admin users.
See Intelligence for CSM for more information.
Important:
The following applications are available in ServiceNow Store:
- Now Assist for CSM (sn_csm_gen_ai)
- Guided Decisions Experience (sn_ga_exp)
- Recommended Actions (sn_nb_action)
- Recommended Actions for Customer Service (sn_cs_nb_action)
- Task Intelligence for Customer Service (com.snc.csm_ml_task)
New in the Australia release
- Australia Patch 2
- Now Assist for CSM- Quality assurance management skill
- Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale.
- Now Assist for CSM-Extended table support for email reply recommendation skill
- Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.
- Australia Patch 1
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Now Assist for CSM-AI workflow tab added in Core UI
- Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.
- Now Assist for CSM-Filter controls in Now Assist Guardian
- Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.
- Guided Decisions - UI Layout tab for the Guided Decision with inputs/outputs activity
- Configure the display of knowledge articles directly from the UI Layout tab by setting a default article height and choosing whether articles appear collapsed by default in the playbook.
- Guided Decisions - Restart option for the Guided Decision with inputs and outputs activity
- As an agent, you can restart a Guided Decision with inputs and outputs activity in a playbook by selecting the Restart Activity option when the activity is in a complete, skipped, or error state and the stage is still in progress.
- Recommended Actions - Hybrid search in AI search
- Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant search results in the AI search tab, even when agent queries don't match article content exactly.
- Recommended Actions - View the relevancy score on the Case resolution guidance
- View the relevancy score, which indicates how well a search result matches the agent's query, on the search result recommendation cards in the Search tab of the Recommended Actions panel for the Case resolution guidance.
- Recommended Actions – Configure contextual filtering of AI search results
- Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions.
- Recommended Actions – Support for mandatory Contextual Inputs
- As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated.
- Recommended Actions - Manage and configure metadata with delegated developer approach
- Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain_picker role, and metadata_scope_viewer role for viewing and modifying the application scope of metadata records.
- AI interaction wrap-up
- Provides agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.
- Process mining - Pre‑configured templates for CSM Process Mining Projects
- Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.
Changed in this release
Activation information
Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.
Starting with Vancouver Patch 4, Now Assist for CSM is supported.
Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported. Check your entitlements to determine whether you have access to the Now Assist for CSM
Plugin information
- Renamed or changed plugins
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The following plugin has been renamed or changed:
Recommended Actions for Customer Service (sn_cs_nb_action):Renamed to Recommended Actions for Service (sn_cs_nb_action) starting with v31.0.
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.