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 was enhanced and updated in the Xanadu release.

Now Assist for CSM highlights for the Xanadu release

Xanadu Patch 7: Improve agent productivity by managing long running cases with the Triage cases AI agent use case.

  • Enhance customer conversations by receiving relevant contextual recommendations in real time.
  • Help improve productivity and decrease errors by the automatic generation of emails that can be verified and sent by the agent.
  • Consolidate information from multiple similar cases and bring it all together into a knowledge base article.
  • Summarize records to make it easier to hand off calls between agents and help improve customer satisfaction.

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 Xanadu release

Xanadu Patch 7
Triage cases AI agents use case
Use the Triage cases AI agents use case to improve agent productivity through faster assessment.
Table 1. Available AI agents use case
AI agent use case Description
Triage cases Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times.
Summarizing sidebar conversations
Use Now Assist for CSM to summarize sidebar discussions between agents, requesters, and subject matter experts.
Real-time chat reply recommendations
Use generative AI to provide the agent with relevant contextual recommendations from sources such as knowledge bases, FAQs, similar cases, chats, and calls before they respond to the customer. Agents can also write a chat response with the help of generative AI. This feature helps agents stay focused on conversations with customers instead of doing manual tasks.
Generative AI-powered email reply recommendations
Get recommendations for email responses that can be reviewed and sent by agents. Agents can also edit email replies recommendation with the help of generative AI.
Multilingual support for Now Assist for CSM skills
Large language model (LLM) now supports the following languages across all skills in Now Assist for CSM: German, French, Japanese, Dutch, and French Canadian, Spanish, Brazilian Portuguese, and Italian.

Changed in this release

Enhancement in post-call summarization
  • You can now review a call that has been handed off from one live agent to another agent, and then provide a summary of the key topics that are covered during the conversation.
  • Support for outbound calls from agents to the customers.
  • Generate a call summary when the real-time transcript is not available.
Knowledge generation from multiple cases
You can now select and gather insights and data from multiple similar cases to draft an article by using Now Assist for CSM.
Enhancements in chat summarization
Multiple Language Support via Digital technology (DT) support and a new step in the guided flow that allows the customization of how and when the skill capability will be available in the admin console.
Enhancements in Email recommendation
Get recommendations for email responses when starting new emails, forwarding messages, or finalizing drafts. Help improve agent productivity by reducing the time taken to compose email and improve relevance of email reply recommendations. Also, get template recommendations while composing an email by leveraging AI search.
Enhancement in Resolution notes generation
Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both Core UI (UI16) and Workspace.
Enhancements in Knowledge generation
Revise the content in existing knowledge articles by using the Now Assist icon , which is accessible as an inline capability, and create and refine knowledge articles. You can also generate knowledge articles in multiple languages.
Xanadu Patch 7 Case summarization enhancement
Extended the capabilities of the case summarization feature so it can now be used on custom tables.

Activation information

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

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

Starting with Xanadu Patch 7, Customer Service Management AI agent collection is supported.

Additional requirements

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

Related ServiceNow applications and features

Now Assist
Help 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.