Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)

    The agentic workflows in Now Assist for TMT enable users to automate task completion, enhancing efficiency in handling service and billing inquiries. These workflows utilize AI agents to autonomously manage various telecommunications-related tasks, ensuring a streamlined process for customer service representatives and users alike.

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    Key Features

    • Service Problem Management: Automatically addresses telecom service issues by troubleshooting and diagnosing problems assigned to case agents.
    • Billing Issue Resolution: Analyzes invoices and suggests optimal plans to manage costs based on usage patterns.
    • Network Incident Analysis: Assists in resolving network incidents by creating actionable tasks from network tickets.
    • Risk Management and Solutions: Proactively identifies risks and recommends solutions with minimal user input.
    • Engagement Monitoring: Tracks health scores of engagements and triggers alerts for any declines.
    • Renewal Support: Assesses engagements due for renewal and recommends strategies.
    • Meeting Automation: Automates the scheduling of meetings for user touchpoints.
    • Consumer Registration Guidance: Supports the onboarding process with step-by-step assistance and error resolution.
    • Voice Quality Issue Resolution: Aids in resolving customer voice quality problems.
    • Email Communication for Product Releases: Automates the drafting and distribution of product release announcements.
    • Access Control Implementation: Uses ACLs to control how AI agents execute actions.

    Key Outcomes

    By utilizing agentic workflows, ServiceNow customers can expect improved task resolution efficiency, reduced time spent on manual processes, and enhanced customer satisfaction through faster response times. To activate these workflows, users must duplicate workflows, activate the necessary agents and triggers, and adjust settings as needed. Testing can be conducted in the AI Agent Studio to ensure optimal performance.

    Use the Now Assist for TMT agentic workflows to complete tasks autonomously.

    Table 1. Available agentic workflows for Now Assist for TMT AI agent collection
    Agentic workflow name Description Available AI agents
    Test and repair telecom service issues

    The agentic workflow gets triggered when the service problem case is assigned to the case agent and the state of the case is Open or New. The customer raises a case on the service disruption.

    The service problem case (SPC) starts with the SPC number.

    This AI agent is designed to handle the service problem case requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case), when an identifier or description for the task is given. It’s also capable of retrieving relevant context and details related to the task given to them.

    AI agents perform their tasks to resolve the customer issue.
    • Service problem manager AI agent
    • Customer payment status AI agent
    • Preliminary troubleshooter AI agent
    • On-demand service tester AI agent
    • Service repairer AI agent
    Help remediate bill issues The agentic workflow is designed to handle billing inquiry requests by analyzing current invoice usage, providing insights into high bill usage, and suggesting alternative plans based on customer usage patterns. For example, if a customer with a domestic mobile connection uses it internationally, they may incur extra charges; our bill analysis can identify such international usage and provide optimal plan to help manage costs.
    • Billing account information collector AI agent
    • Recommended plans AI agent
    • Billing invoice data collector AI agent
    Analyze network incidents Assists customer agents in resolving a given incident. It helps customer agents to resolve network tickets by tracking it and creating an actionable task.
    • Network ticket resolution AI agent
    • Ticket readiness AI agent
    • Network correlation monitor AI agent
    • Network ticket actionable steps generation AI agent
    • Network remediation generation AI agent
    Analyze risks and recommend solutions Retrieves applicable risks and proactively suggests solutions with minimal user intervention. Success risk manager AI agent
    Monitor engagement health Monitors the health score trends for all active engagements and triggers risk signals when declined.
    • Success trend AI agent
    • Success health monitor AI agent
    Support renewals and expansion Assesses engagements due for renewal, analyzes trends, and recommends renewal strategies.
    • Renewal analysis AI agent
    • Value realization assessor AI agent
    • Success insight AI agent
    Trigger risk mitigation touchpoint Automates the creating and scheduling of meetings for a specific user.
    • Meeting draft creator AI agent
    • Draft meeting scheduler AI agent
    Service Exchange onboarding Assists the provider with the consumer registration process, including step-by-step guidance, error checks during registration, and support for resolving any errors.
    • Registration Initiator AI agent
    • Registration Error Monitor AI agent
    Customer voice quality issue resolution Assists customer service representatives in resolving customer voice quality issues.
    • Ticket creation AI agent
    • Customer interaction context gatherer AI agent
    • RADCOM ticket handling agent customer profile (External agent)
    Squad resource identifier Assists the customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, ensuring faster and more effective collaboration across engagements. User resource recommender AI agent
    Product release email communication Assist the customer to automatically draft, refine, and distribute the release announcement emails to designated recipients by retrieving the most recent product release information. Email communication manager AI agent

    Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.

    Important:
    By default, all agentic workflows and AI agent records are read only.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:

    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    Once you duplicate the agentic workflow, adjust the settings according to your requirements. Next, you activate the duplicated agentic workflow. You can also test the agentic workflow to analyze its performance in the AI Agent Studio, while it executes the instructions that you defined.

    There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available to you, see Find AI agents.