Now Assist for Customer Service Management (CSM) release notes

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

    The Now Assist for Customer Service Management (CSM) application, included in the Washington DC release, integrates generative AI to enhance productivity and efficiency in customer service. It provides improved self-service options, actionable recommendations, and swift answers to customer inquiries.

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    Key Features

    • Skill Availability Management: Add conditions to determine when skills for case summarization and resolution notes generation are accessible, and restrict them based on user roles.
    • Post-call Summarization: Analyze calls post-completion to produce a summary of key discussion points.
    • Knowledge Article Generation: Create initial drafts of knowledge articles from activity streams and related records, allowing for agent editing and submission.
    • Dynamic Translation: Enable non-English language support in self-service through instant content translation.
    • Prompt Configurability: Allow administrators to configure inputs and outputs in the Now Assist Admin console without direct prompt editing.
    • Case and Chat Summarization Enhancements: Summarize related records and chats, integrating email and SLA data for comprehensive insights.

    Key Outcomes

    ServiceNow customers can expect to streamline customer service processes, reduce manual workload, and enhance user experience through effective self-service capabilities and AI-driven insights. Activation of Now Assist for CSM requires a suitable license and plugin installation, enabling users to leverage advanced features for improved case management and service efficiency.

    The ServiceNow® Now Assist for CSM application brings generative AI to Customer Service Management. You can improve productivity and efficiency by delivering better self-service, recommending actions, and delivering answers. Now Assist for CSM is a new application in the Washington DC release.

    Now Assist for CSM highlights for the Washington DC release

    • Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.
    • Restrict the availability of the skills for the case summarization and resolution notes generation by user role.
    • Attribute roles to the activities in the case summarization and resolution notes generation to reduce hallucinations and improve the summary quality.

    See Now Assist for Customer Service Management (CSM) for more information.

    Important:
    Now Assist for Customer Service Management (CSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Washington DC release

    Add conditions to skill availability
    Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.
    Restrict skill availability by user role
    Specify the roles that can access the skills for case summarization and resolution notes summarization.
    Post-call summarization
    Analyze a call after it's done and then provide a summary of the main points that were discussed during the call.
    Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist
    Generate an initial knowledge draft based on the notes that were captured in the activity stream and any other related records. The agents can edit and submit the knowledge draft for further review.
    Dynamic translation for Now Assist Q&A in self-service
    Now Assist customers to leverage Now Assist in portal search and Virtual Agent in non-English languages through Dynamic Translation (DT). Translate content instantly to allow customers to engage in their preferred language.
    Prompt Configurability support in the Now Assist Admin
    Select input tables, related records, and fields from the admin console UI, and edit the output format without directly editing the prompt. Run a test with the selections to see how the summarization looks directly in the Now Assist Admin console.

    Changed in this release

    Minimum text requirement for case summarization
    Enable the case summarization skill for the cases that have the minimum amount of information in the case activity stream.
    AI icon support without a form reload
    View the AI icons for the predicted fields as soon as the predictions are available.
    Demo data for the case and interaction records
    Use improved demo data to demonstrate the case summarization and resolution notes generation skills.
    Case summarization enhancements
    Use email and service level agreement (SLA) as input and provide a summary of the case across related records, such as emails and work notes in a record summarization.
    Resolution notes enhancements
    Use email as input to generate resolution notes for a case and propose a solution to the customer.
    Chat summarization enhancements
    Generate summaries when chats are transferred between the live agents and select the portals where chat summarization is accessible.

    Activation information

    Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

    Additional requirements

    The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.

    Starting with Vancouver Patch 4, Now Assist for CSM is supported.

    Related ServiceNow applications and features

    Now Assist
    Improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Now Assist Admin console
    Use the Now Assist Admin console to provide you with quick and easy access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
    Now Assist panel
    Use this conversational interface in CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    Use the Now Assist products to provide generative AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.