Now Assist for Retail Service Management (RSM)
Summarize
Summary of Now Assist for Retail Service Management (RSM)
Now Assist for Retail Service Management (RSM) includes the store inquiry AI agent, an intelligent assistant designed to help headquarters (HQ) support agents efficiently manage and resolve store-related cases. This AI agent enhances inquiry processes by providing automated support and insights.
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Getting Started and Configuration
Customers can explore the capabilities of the store inquiry AI agent, learn how to enable triggers to activate it, and apply it to improve store inquiry workflows. Access to features depends on the customer’s ServiceNow license tier.
Availability and Licensing Considerations
- Access to Now Assist products, generative AI skills, and AI agents varies by license and region.
- Some model providers and AI features are unavailable for customers with in-country SKUs, those in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments, or other restricted settings.
- Certain AI products are not accessible in regulated markets, with updates expected in future releases.
Data Processing and Privacy
The application transfers data from customer instances to centralized ServiceNow environments, potentially across regions and third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and the CORE Compliance Portal.
ServiceNow collects inputs, outputs, edits, case information, chat transcripts, and emails to improve AI models and services. Customers may opt out of data collection anytime as outlined in the Now Assist Opt-Out documentation.
AI Limitations and Responsible Use
As the AI technology evolves, the application may produce incomplete or inaccurate outputs. Customers are responsible for testing, evaluating, and applying human oversight to AI-generated results to ensure appropriateness and accuracy, especially for high-impact use cases such as healthcare, finance, legal, or security.
Use of the application is subject to ServiceNow’s AI Acceptable Use Policy, which customers must follow.
Support and Troubleshooting
Customers can access resources such as the ServiceNow Community on AI, the Known Error Portal, and Customer Service and Support for help with issues related to Now Assist for Retail Service Management.
The store inquiry AI agent is an intelligent assistant designed to support the headquarters (HQ) support agents in efficiently managing and resolving cases.
Get started
- 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 chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). 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.