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

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 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 new ServiceNow application introduced in the Xanadu release that integrates generative AI into Proactive Service Experience Workflows. It is designed to enhance productivity and efficiency by improving self-service, recommending actions, and delivering AI-driven answers to support teams and agents within Telecommunications, Media, and Technology industries.

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    Key Features

    • Engagement Health Monitoring (Xanadu Patch 9): Tracks the health score of customer engagements, creates trend analyses, and generates risk signals when declines occur to proactively manage service quality.
    • Risk Signal Analysis and Recommendations (Xanadu Patch 9): Retrieves unaddressed risk signals and suggests appropriate resolutions using a backend decision table to guide agents effectively.
    • AI Agent Collection for Autonomous Issue Resolution (Xanadu Patch 7): Deploys specialized AI agents to diagnose, test, and resolve telecom service issues autonomously, reducing manual workload.
    • Service Problem Case Summarization Skills (Xanadu Patch 1): Generates concise summaries of service problem cases, resolution notes, and test analyses to save agent time and improve case documentation.
    • Now Assist Panel: Provides agents with contextual AI-powered assistance directly within Customer Service Management (CSM) and Field Service Management (FSM) Configurable Workspaces for real-time summarization of records and conversations.
    • Now Assist Admin Console: Enables configuration of AI skills, including role-based access control, skill availability conditions based on case fields, and workspace integration options.
    • Skill Access Controls: Allows setting conditions for when summarization and resolution note skills are available and restricts usage based on user roles to maintain appropriate governance.

    Activation and Licensing

    Now Assist for TMT requires activation via the Now Assist for TMT plugin, available through the ServiceNow Store. A Proactive Service Experience Workflows Pro Plus or Enterprise Plus license is necessary to use this application. The Admin console facilitates setup, configuration, and monitoring of Now Assist capabilities.

    Practical Benefits for ServiceNow Customers

    • Enhance service team productivity by automating case summarization and resolution documentation.
    • Proactively monitor engagement health to identify and resolve risks before they impact customers.
    • Leverage AI agents to autonomously troubleshoot and fix telecom service issues, reducing resolution times.
    • Configure skill availability and access to align with organizational roles and workflows.
    • Access contextual AI assistance directly within CSM/FSM workspaces to improve agent efficiency and customer experience.

    The ServiceNow® Now Assist for TMT application brings generative AI to Proactive Service Experience Workflows. Improve productivity and efficiency by delivering better self-service, recommending actions, and delivering answers. Now Assist for TMT is a new application in the Xanadu release.

    Now Assist for TMT highlights for the Xanadu release

    Xanadu Patch 9
    • Monitor engagement health score and provide a trend analysis.
    • Monitor risks on a predefined schedule and provide common resolutions.

    Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using Now Assist for TMT AI agent collection.

    • Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI.
    • 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 case summarization and resolution notes generation skills by user role.
    • Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved.

    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.

    Now Assist for TMT features

    Xanadu Patch 9
    Monitor engagement health
    Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
    Analyze risk signals and recommend solutions
    Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.
    Xanadu Patch 7
    Using Telecommunications, Media, and Technology AI agent collection
    Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.
    Table 1. Available AI agents use case
    AI agent use case Description
    Test and repair telecom service issues Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task.
    Xanadu Patch 1
    Service Problem Case summarization skill
    Designed to save agents time by condensing the service problem case record to a short summary.
    Resolution notes generation skill
    Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization skill.
    Test summarization skill
    Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill.
    Now Assist Panel
    Enable your agents to access Now Assist skills in a panel available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number.
    Now Assist Admin console
    Activate and configure capabilities and individual skills on the Now Assist Admin console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both.
    Add conditions to skill availability
    Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record.
    Restrict skill availability by user role
    Specify the roles that can access the case summarization and resolution notes summarization skills.
    Minimum text requirement for case summarization
    Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream.

    Activation information

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

    Additional requirements

    The Now Assist for TMT application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license.

    Related ServiceNow applications and features

    Now Assist
    ServiceNow® Now Assist uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences.
    Now Assist Admin console
    Use the ServiceNow® Now Assist Admin console to provide you with quick and effortless 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/FSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can convey 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.