Now Assist for Telecommunications, Media and Technology (TMT) release notes
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Summary of Now Assist for Telecommunications, Media and Technology (TMT) Release Notes - Zurich Release
The ServiceNow Now Assist for Telecommunications, Media and Technology (TMT) application enhances industry-specific workflows by integrating generative AI to improve insights, automate actions, and elevate self-service experiences. The Zurich release includes several key updates and patches designed to address voice quality issues, improve billing inquiry handling, and optimize customer success management through AI-driven automation and analytics.
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Key Features
- Voice Quality Issue Resolution (Patch 4): Collects customer voice quality data, opens service tickets with RADCOM, and generates resolution plans.
- Risk Signal and Issue Summarization (Patch 4): Produces summaries linking risk signals and issues with corresponding risk solutions and occurrence records for better risk management.
- Billing Inquiry Management (Patch 1): Uses AI agents to handle billing case requests, analyze invoices, and recommend optimal plans based on usage patterns.
- Network Incident Analysis (Patch 1): Identifies historical network incidents, estimates resolution times, and creates actionable tasks to streamline incident resolution.
- Customer Success and Renewal Support (Patch 1): Automatically assesses account health, adoption trends, and value realization; triggers renewal workflows and schedules customer touchpoint meetings.
- Agentic AI Consumer Registration (Patch 1): Provides guided, step-by-step consumer registration with error checking and resolution support.
- Knowledge Graph Enhancements: Generates service summaries and schemas, customizable summary cards, and UI actions to tailor service insights.
- Security Configuration for AI Agents (Patch 4): Requires additional role and access control list (ACL) configurations to enable agentic workflows and AI agents securely.
- User Interface Improvements (Patch 0): Introduces the Coral theme as the default look for portals and mobile experiences, including a dark mode option.
- Usage Measurement Update (Patch 5): Changes Now Assist usage tracking to a 365-day burn-down model aligned with contract anniversaries for accurate usage reporting.
Activation and Configuration
To access Now Assist for TMT features, customers must activate the Now Assist for TMT plugin available through the ServiceNow Store. Proper role assignments and ACL configurations are essential for enabling AI agents and agentic workflows. These roles ensure that only authorized users can invoke AI functionality within guided setups.
Related Applications and Tools
- Now Assist: Enhances organizational productivity by providing AI-driven self-service, action recommendations, and improved search capabilities.
- Now Assist Admin Console: Offers centralized management and monitoring of Now Assist applications and features.
- Now Assist Panel: A conversational interface in Customer Service Management (CSM) Configurable Workspace for summarizing chats, cases, and resolution notes efficiently.
- Now Assist Skills: Provides AI capabilities such as case and chat summarization, resolution note generation, and code generation tailored to user workflows.
Benefits for ServiceNow Customers
- Accelerate issue resolution and customer support with AI-powered automation for telecommunications, media, and technology industries.
- Improve service quality and customer satisfaction through proactive voice quality monitoring and risk management summaries.
- Optimize billing and network incident workflows with AI analysis and actionable recommendations.
- Enhance customer success management with data-driven insights and automated renewal and meeting scheduling.
- Ensure secure and controlled access to AI agents and workflows through role-based configurations.
- Enjoy a modernized user experience with updated UI themes and improved usage measurement aligned with contract terms.
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 Zurich release.
Now Assist for Telecommunications, Media and Technology (TMT) highlights for the Zurich release
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 4
- Address voice quality issues and validate tickets with RADCOM.
- Summarize the risk signal and issues records along with respective risk solution and occurrence records.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Manage and resolve billing inquiry case requests using a team of AI agents.
- Analyze network incidents, correlate associated cases, and provide resolutions.
- Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details.
- Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings.
- Use agentic AI to quickly create consumer registrations.
See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Important:
Now Assist for Telecommunications, Media and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 4
- Address voice quality issues
- Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
- Risk signals and issues summarization
- Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.
- Zurich Patch 1
- Help remediate bill issues
- Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
- Analyze network incidents
- Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
- Support renewals and expansion
- Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
- Trigger risk mitigation touchpoint
- Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences.
- Success summarization
- Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
- Analyze metric data trend
- Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
- Service summary generation
- Generate a service summary for a product inventory.
- Knowledge graph schema generation
- Use the Knowledge Graph (KG) to create Knowledge Graph schema.
- Customize a summary card for service summary
- Customize the summary card of the service summary and UI actions according to your needs.
- Register consumers using Agentic AI
- Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
UI changes
- Zurich Patch 0
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.