Now Assist for Telecommunications, Media, and Technology (TMT) release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media, and Technology (TMT) release notes

    Now Assist for Telecommunications, Media, and Technology (TMT) is a generative AI-powered application designed to enhance customer service problem management and customer success within the TMT industry. It automates critical tasks such as service problem summarization, resolution notes generation, and test summarization to accelerate support processes, improve response accuracy, and maintain consistent communication.

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    Key Features

    • Service Problem Summarization: Automatically creates concise summaries of customer interaction cases, enabling support agents to quickly grasp case context without reviewing lengthy documentation.
    • Resolution Notes Generation: Facilitates the creation of detailed and accurate resolution notes, ensuring comprehensive record-keeping and consistent communication with customers.
    • Test Summarization: Assists agents in summarizing Service Test API responses compliant with TM Forum TMF653 standards and determines pass/fail outcomes, thus speeding diagnostics and reducing mean time to repair.
    • Product Release Content Generator: Standardizes and structures raw product release notes into a consistent format using generative AI, streamlining release documentation across multiple products.
    • Renewal Insight Engine: Provides AI-driven analysis of customer engagement data to assess renewal likelihood, identify expansion opportunities, and prioritize customer success management (CSM) actions.
    • Lookup Similar Engagements Skill: Searches and analyzes similar engagement records to help agents contextualize current engagements by comparing top relevant cases.
    • Risk Signal and Issue Record Summarization: Summarizes risk signals and issue records along with associated occurrences and solutions, available within CSM/FSM Configurable Workspace and Core UI.
    • AI Agents for Customer Success Management and Service Bridge: Supports renewal and expansion efforts, risk mitigation, and onboarding processes with AI-driven agents.
    • Prompt Configurability: Allows customization of AI prompts for generating knowledge articles, resolution notes, and engagement summarizations to better fit organizational workflows.

    Key Outcomes for ServiceNow Customers

    • Accelerated issue resolution and enhanced agent productivity through automated summarization and note generation.
    • Improved accuracy and consistency in customer communications and documentation.
    • Enhanced insights into customer engagement, enabling proactive renewal and expansion strategies.
    • Streamlined release note creation for product teams, ensuring standardized communication.
    • Risk and issue management improvements by summarizing complex data into actionable information within familiar interfaces.
    • Reduced dependencies and updated integration versions to maintain compatibility and performance within the Now Platform ecosystem.

    Version history for the Now Assist for Telecommunications, Media, and Technology (TMT) application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 6.0.7 - June 2026
    Mosaic migration done for couple of Skills
    Version 6.0.6 - April 2026
    Defect fix for Customer Success Management AI skills related to rules and polices around ACLs.
    Version 6.0.2 - March 2026
    • We are releasing the three new skills in this release:
      • Product Release Content Generator:- The Product Release Content Generator is a Generative AI–powered skill that standardizes and structures raw product release notes across multiple products into a consistent, predefined product release format.
      • Renewal Insight Engine:- AI-powered renewal analysis assistant that evaluates customer engagement performance data to generate actionable renewal likelihood assessments, expansion opportunity identification, and prioritized CSM action recommendations.
      • Lookup similar engagements skill:- This feature looks up similar engagements to a starting engagement. It does so by first filtering records in the engagement table (sn_acct_lc_engagement) using predefined, scripted conditions, then retrieving context details for the top 20 candidates, and finally asking the LLM to analyze and compare them and return the top 3 most similar engagements.
    Version 5.1.9 - February 2026
    Removing now assist for SOMT dependency.
    Version 5.1.8 - January 2026
    Changed: Dependency versions for now assist for TMTsn_tmt_agentic ai 4.0.5sn_genai_platform 10.0.3sn_somt_gen_ai 1.0.2sn_sb_gen_ai 1.0.2.
    Version 5.1.7 - December 2025
    • The following is the list of features that we are shipping in the December Z Release:
      • Risk signal and Issue record summarisation:
        • The Risk Signal and Issues Summary skill provides you with a summary of the risk signal and issues record, along with associated risk occurrences and solutions. This skill is available in the CSM/FSM Configurable Workspace and in Core UI.
    Version 5.1.0 - October 2025
    Defect fixes and performance improvements
    Version 5.0.1 - September 2025
    • For Customer Success Management:
      • NEW: AI agents
        • Support renewal and expansion
        • Trigger risk mitigation touchpoint
      • NEW: GEN AI Summarization
        • Success Initiative, Customer Play, and Internal Plays
    • For Service Bridge:
      • NEW: AI agents
        • Onboarding
    • For Customer Service Problem Management:
    Version 4.0.3 - May 2025
    Changes.
    Version 1.0.5 - March 2025
    • Changed:
      • Prompt Configurability for Customer Service Problem management
      • Knowledge Article generation for CSPM
      • Now Assist Context Menu for Resolution notes generation in CSPM
      • Account Lifecycle Events case summarization
      • Customer Success Engagement and touchpoint summarization.
    Version 2.0.0 - February 2025
    • Changed:
      • Prompt Configurability for Customer Service Problem management
      • Knowledge Article generation for CSPM
      • Now Assist Context Menu for Resolution notes generation in CSPM
      • Account Lifecycle Events case summarization
      • Customer Success Engagement and touchpoint summarization
    Version 1.0.0 - August 2024
    • Now Assist for TMT leverages generative AI to streamline three critical aspects of customer service problem management:
      1. Service problem summarization: Automatically generate concise and accurate summaries of customer interaction cases. This allows customer support agents to quickly understand the context and details of each case without going through through extensive documentation. The result is a faster response time and more informed decision-making.
      2. Resolution Notes Generation: Simplify the process of documenting resolutions to customer issues. With Now Assist for TMT, the system can create detailed and precise resolution notes, ensuring all pertinent information is captured. This not only aids in maintaining comprehensive records but also ensures consistency and clarity in communication with customers.
      3. Test Summarization: Improve service desk support by helping agents summarizing Service Test API responses (TM Forum compliant TMF653) and also determining a pass/fail test response. This accelerates the diagnostics process, reducing mean time to repair while delivering the most effective resolution path for the customer