Now Assist for Telecommunications, Media and Technology (TMT) release notes
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Summary of Now Assist for Telecommunications, Media and Technology (TMT) Yokohama Release Notes
The Now Assist for Telecommunications, Media and Technology (TMT) application enhances industry-specific workflows with generative AI to improve insights, actions, and self-service experiences. The Yokohama release introduces multiple patches that expand AI capabilities to streamline operations, enhance customer interactions, and automate resolution processes within the TMT sector.
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Key Features
- Voice Quality Issue Management (Patch 11): AI collects customer voice quality details, creates RADCOM service tickets, and generates resolution plans to address voice-related problems.
- Risk Signal and Issue Summarization (Patch 11): Summarizes risk signals with associated risk solutions and occurrence records to facilitate risk management.
- Billing Inquiry Remediation (Patch 6): AI agents handle billing inquiries by analyzing invoices and recommending optimized plans based on usage patterns.
- Network Incident Analysis (Patch 6): AI correlates network incidents with cases, identifies field values, estimates resolution times, and creates actionable tasks.
- Customer Success Enablement (Patch 6): Automated account health analysis, renewal flow triggers, meeting scheduling, and success initiative summarization improve customer success workflows.
- Agentic AI for Consumer Registration (Patch 6): Streamlines consumer registration with AI guidance, error checking, and resolution support.
- Engagement Health Monitoring and Risk Mitigation (Patch 3): Monitors engagement health scores, generates trend analyses, identifies risk signals, and recommends success plays.
- Autonomous Issue Resolution (Patch 1): AI agent collection proactively diagnoses and resolves telecom service problems without manual intervention.
- Dynamic Prompt and Summarization Enhancements: Customizable, context-driven case summaries, enriched test result notes, and knowledge article generation from multiple similar cases improve agent efficiency.
- Transform Mapping Assist: Automates transformation mappings between provider and consumer instances within Service Exchange, reducing errors and increasing efficiency.
- Configurable Access Controls: ACLs allow precise control over AI agent and agentic workflow visibility and behavior, including user type designation and authentication scope.
Key Outcomes
- Improved Operational Efficiency: AI agents automate complex tasks such as billing analysis, network incident resolution, and consumer registration, reducing manual effort.
- Enhanced Customer Experience: Automated summarization of onboarding, engagements, touchpoints, and meetings provides agents with quick, comprehensive overviews to facilitate informed interactions.
- Proactive Risk and Health Management: Continual monitoring and analysis of engagement health and risk signals allow timely interventions and optimized customer success strategies.
- Flexible AI Usage and Security: The new ACL configuration and default skill activation policies ensure controlled and secure deployment of AI capabilities aligned with organizational roles and permissions.
- Seamless Integration: Features like transform mapping assist and RADCOM ticket integration enhance interoperability within ServiceNow and external systems.
Activation and Related Information
Now Assist for TMT features activate via the Now Assist for TMT plugin, available in the ServiceNow Store. The Now Assist Admin console provides tools to configure and monitor AI applications. The conversational Now Assist panel in CSM Configurable Workspace supports quick summarization of chats, cases, and resolution notes to equip agents with context-rich information promptly.
The ServiceNow® Now Assist for TMT application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. Now Assist for TMT was enhanced and updated in the Yokohama release.
Now Assist for TMT highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Address voice quality issues and validate tickets with RADCOM.
- Summarize the risk signal and issues records along with respective risk solution and occurrence records.
Yokohama Patch 6
- 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.
Yokohama Patch 3
- Monitor engagement health score and provide a trend analysis.
- Monitor risks on a predefined schedule and provide common resolutions.
Yokohama Patch 1
- Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using the Now Assist for TMT AI agent collection.
Yokohama Early Availability
- Summarize onboarding cases, engagements, and touchpoints by using agentic AI.
- Enhance test summarization with metric descriptions and contextual notes.
- Consolidate the information from multiple similar cases into a Knowledge article.
- Dynamically configure prompts for case summarization.
- Automate transformation mapping between provider and consumer instances in Service Exchange.
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 Yokohama release
- Yokohama Patch 11
- 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.
- Yokohama Patch 6
- 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.
- Yokohama Patch 3
- 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.
- Yokohama Patch 1
- 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 agentic workflow AI agent agentic workflow Description Test and repair telecom service issues Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task.
- Yokohama Early Availability
- Dynamic prompt configuration
- Use the Now Assist for Telecommunications, Media and Technology (TMT) application to provide concise, context-driven summaries that are specific to each case. Your agents can ensure that critical case details are captured and can provide personalized and informed resolutions.
- Enhanced test summarization
- Use AI-generated test summaries that include the metric descriptions and contextual notes from cases. Your agents can focus on high-priority issues and make better informed decisions that enhance the product quality and performance.
- Resolution notes generation
- Generate resolution notes and then shorten or elaborate the content by using the Now Assist context menu in the resolution notes field of the case form in both the Core UI and Workspace.
- Knowledge article generation
- Select and gather insights and data from multiple similar cases to create an article by using Now Assist for TMT. Use the Now Assist icon (
), which is accessible as an inline capability to create and refine Knowledge articles. - Account onboarding case summarization
- Generate a concise account onboarding case summary that enables your agents to get a quick overview of the case details.
- Engagement summarization
- Generate a high-level summary with a list of the key items about an engagement.
- Touchpoint summarization
- Generate a quick summary of the various touchpoints in the engagement life cycle. Your agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow-up activities.
- Transform mapping assist
- While using the Service Exchange for a provider's application, use the Transform Mapping Assist feature to generate transform mappings between provider and consumer tables automatically. This skill enables you to streamline the transformation mapping process by reducing errors and improving overall efficiency.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama 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.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- 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.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see .