Now Assist for Telecommunications, Media and Technology (TMT) Customer voice quality issue resolution agentic workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Customer Voice Quality Issue Resolution Agentic Workflow

    This agentic workflow is designed to help ServiceNow customers in the telecommunications, media, and technology sectors efficiently resolve customer voice quality issues. It integrates RADCOM’s AI agents with ServiceNow AI agents to gather detailed subscriber experience profiles and link them with service performance metrics. This enables rapid identification and resolution of network-related problems, improving customer satisfaction and reducing churn.

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    The workflow is triggered automatically when a new customer interaction of type Phone or Chat, categorized under Network, is created in the Customer Service Management (CSM) Interaction record.

    Note: The workflow is provided in read-only mode; customers must duplicate and customize it to fit their environment before use.

    Key Features

    • Integration with RADCOM AI Agents: Retrieves subscriber experience profiles, including network usage and service quality metrics, via a third-party RADCOM ticket handling agent, which requires configuration as an external AI agent.
    • Customer Interaction Context Gathering: Collects and analyzes customer communication patterns and product usage to provide valuable context for troubleshooting.
    • Automated Case Creation: Detects duplicate records, determines case types, verifies documentation, and creates or updates service problem cases to streamline issue management.
    • Role Masking and Security Controls: Requires the snsprbmgmt.agent role for execution and allows configuration of role-based access and data security controls to ensure compliance and controlled access.
    • Application Dependencies: Relies on Customer Service (sncustomerservice) and Customer Service Problem Management (snsprbmgmt) applications within ServiceNow.

    Using and Testing the Workflow

    Before deploying, customers must copy and configure the agentic workflow, including setting up the RADCOM external AI agent. Testing can be performed through AI Agent Studio under the Testing section by selecting the Customer voice quality issue resolution use case and following the manual test execution procedures.

    Use this agentic workflow to resolve customer voice quality issues.

    Customer voice quality issue resolution agentic workflow overview

    This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case. By integrating RADCOM's AI agents with ServiceNow AI agents, wireless providers can link subscriber details with key service performance metrics. This integration enables swift resolution of service issues and reduces churn rates.

    This agentic workflow is triggered when a new interaction is created in the CSM Interaction record under the following conditions:
    • Type: Phone or Chat
    • Category: Network
    Note:
    The Customer voice quality issue resolution agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See Duplicate an agentic workflow for details.

    Role masking

    Required role: sn_sprb_mgmt.agent

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Application dependency

    The Customer voice quality issue resolution agentic workflow has the following dependencies:
    • Customer Service (sn_customerservice)
    • Customer Service Problem Management z(sn_sprb_mgmt)

    Configure the Customer voice quality issue resolution agentic workflow

    This agentic workflow requires a third-party agent, the RADCOM ticket handling agent, to retrieve the customer experience profile. To use the third-party agent, you must create an external agent by following the steps listed in the Create an external AI agent section.

    Test the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Customer voice quality issue resolution.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agents used in the Customer voice quality issue resolution agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    Table 1. AI agents and their role in the Customer voice quality issue resolution agentic workflow
    AI agent AI agent role
    Customer interaction context gatherer AI agent
    • Retrieves and analyzes customer interaction data.
    • Provides detailed contextual information regarding customer communication patterns, product usage history, and relevant troubleshooting information.
    RADCOM ticket handling AI agent (external agent) Retrieves subscriber profile including network usage patterns, service quality metrics, and customer behavior insights.
    Ticket creation AI agent
    • Identifies duplicate records, determines case type, and verifies documents.
    • Checks existing cases and creates a new case.