Now Assist for Customer Service Management (CSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Now Assist for Customer Service Management (CSM)

    The ServiceNow® Now Assist for Customer Service Management (CSM) application enhances agent productivity by summarizing case information, generating case resolution notes, and summarizing chat interactions. This functionality allows agents to quickly understand chat and case contexts for faster customer resolutions.

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    Key Features

    • Generative AI Capabilities: Utilize AI to assist in case management and customer interactions.
    • Configuration: Set up the application to meet your organization's needs.
    • Data Processing: Data from individual instances may be transferred to a centralized environment for processing, adhering to ServiceNow's compliance policies.
    • Data Collection: The application collects inputs, outputs, and task data to improve ServiceNow technologies, with an option for customers to opt-out of data collection.

    Key Outcomes

    By implementing Now Assist for CSM, organizations can expect improved efficiency in handling customer cases, reduced resolution times, and enhanced understanding of customer interactions. However, users must be aware of the AI's limitations and ensure human oversight in critical decision-making contexts, such as finance or healthcare.

    Use the ServiceNow® Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    Important:
    Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Please check for availability updates in future releases.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.