Now Assist for Telecommunications, Media and Technology (TMT) release notes
Summarize
Summary of Now Assist for Telecommunications, Media and Technology (TMT) Australia Release Notes
The Now Assist for Telecommunications, Media and Technology (TMT) application leverages generative AI to enhance industry-specific workflows, providing improved insights, actions, and self-service experiences. The Australia release introduces several new capabilities designed to support customer success teams, streamline communication, and optimize service operations for Telecommunications, Media, and Technology organizations.
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Key Features
- Squad Resource Identifier: Automatically recommends internal experts based on engagement context, skills, region, and availability, enabling faster and more effective collaboration on critical customer engagements.
- Product Release Email Communication: Drafts, refines, and publishes release announcement emails automatically to appropriate stakeholders, ensuring consistent messaging and efficient distribution.
- Risk Signals and Solution Synchronization: Monitors solution progress linked to risk signals, synchronizes updates in real-time, and notifies customer success managers with status summaries to facilitate timely risk closure.
- Product Adoption Roadmaps: Uses generative AI to analyze customer characteristics and product usage patterns to create tailored adoption roadmaps, supporting effective renewal conversations and expansion opportunities.
- Renewal and Expansion Support: Assesses renewal readiness automatically by evaluating health scores and usage metrics, generating opportunities directly in renewal playbooks for proactive customer engagement.
- Customer 360 AI Insights: Analyzes multi-channel interaction data—including calls, chats, billing, and network insights—with sentiment analysis to provide proactive service recommendations and faster issue resolution.
- Auto-Onboarding: Automates onboarding workflows for consumers, managing secure connections, synchronizing settings, and monitoring for errors to reduce manual effort and improve integration reliability.
- Sentiment Analysis and Alternative Dispute Resolution (ADR) Support: Generates sentiment insights on service problem cases to inform decisions, summarizes linked ADR case records, creates resolution notes, and can produce deadlock letters when disputes persist.
Activation and Related Features
To enable these capabilities, customers must activate the Now Assist for TMT plugin available in the ServiceNow Store. The release complements other Now Assist features such as conversational interfaces in the Customer Service Management (CSM) Configurable Workspace, AI-powered summarization, resolution note generation, and AI skills designed for various workflows.
What This Means for ServiceNow Customers
This release empowers Telecommunications, Media, and Technology customers to enhance operational efficiency, improve customer engagement through AI-driven insights, and automate routine tasks like communications and onboarding. By integrating these AI capabilities, organizations can expect faster issue resolution, better risk management, and more strategic customer success management aligned with product adoption and renewal goals.
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.
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.
- Risk signals and solution synchronization
- 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.
- Create 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. After receiving assessment reports, create opportunities directly within the renewal playbook.
- Customer 360 AI insights
- Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health.
- Auto-onboarding
- Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort.
- Analyze the sentiment of a service problem case using Now Assist for TMT
- Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record.
- Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate a comprehensive summary of the service problem case records that you have linked on the ADR case.
- Generate resolution notes for Alternative Dispute Resolution case using Now Assist for TMT
- Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.
- Generate a deadlock letter using Now Assist for TMT
- Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.