Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT)

    The ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application leverages generative AI to help agents by summarizing service problem cases, account onboarding cases, engagements, touchpoints, case resolution notes, and test results. This enables quicker understanding of case context and test outcomes, facilitating faster resolutions for customers. Additionally, it supports automated transformation mapping between provider and consumer instances in Service Exchange.

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    Key Features

    • Case summarization to provide concise overviews of service problems and onboarding cases.
    • Engagement and touchpoint summarization to capture interaction context.
    • Automatic generation of case resolution notes to streamline documentation.
    • Test summarization to help agents quickly interpret test results.
    • Automation of transformation mapping within Service Exchange for improved instance integration.
    • Configurable generative AI capabilities tailored for Telecommunications, Media, and Technology customers.

    Important Considerations

    • Some AI model providers and Now Assist features may be unavailable for customers with specific in-country SKUs, restricted data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected), self-hosted instances, or regulated markets.
    • ServiceNow recommends reviewing knowledge base articles for the latest updates on feature availability.
    • The application uses AI and machine learning, which may not always generate fully accurate or complete outputs. Customers should validate AI-generated content and maintain human oversight, especially in critical sectors such as healthcare, finance, legal, employment, security, or infrastructure.
    • Use of the application agrees to ServiceNow’s AI Acceptable Use Policy, which may be updated over time.

    Data Handling and Privacy

    The application transfers data from customer instances to a centralized ServiceNow environment, potentially hosted in different geographic regions or third-party cloud providers like Microsoft Azure. ServiceNow manages this data according to internal policies and compliance standards.

    Inputs, outputs, and edits generated by the application are collected to improve ServiceNow AI technologies. Customers may opt out of data collection at any time via the Now Assist Opt-Out page.

    Getting Support

    • Access troubleshooting resources through the ServiceNow Community and Known Error Portal.
    • Contact ServiceNow Customer Service and Support for assistance.

    Use the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    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. Furthermore, 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 case information (for case summarization) and test run information (for test summarization). 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.