Now Assist for Telecommunications, Media and Technology (TMT)
Summarize
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 enhance case management and operational efficiency in TMT environments. It helps summarize service problem cases, account onboarding cases, engagements, touchpoints, case resolution notes, and test results. By providing agents with concise context and insights, it enables faster and more accurate customer issue resolution. Additionally, it supports automated transformation mapping between provider and consumer instances within Service Exchange.
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Key Features
- Case and Test Summarization: Automatically generates summaries for various case types and test outcomes to streamline agent understanding and response.
- Contextual Assistance: Equips agents with relevant case and test information to propose quicker resolutions.
- Transformation Mapping Automation: Facilitates seamless data transformation between provider and consumer ServiceNow instances via Service Exchange integration.
- Generative AI Capabilities: Offers AI-driven skills, workflows, and agents to augment operational tasks, subject to license and regional availability.
Important Considerations
- Feature availability varies by license, geographic region, and deployment environment, with certain AI models and capabilities restricted in regulated markets and specific data centers.
- Data used by the application is transferred to centralized ServiceNow environments and may involve third-party cloud providers like Microsoft Azure, adhering to ServiceNow’s data policies.
- ServiceNow collects inputs, outputs, and edits from the application to improve AI models; customers can opt out of this data collection if desired.
- Users must apply human oversight to AI-generated outputs due to potential inaccuracies and ensure compliance with ServiceNow’s AI Acceptable Use Policy.
Support and Troubleshooting
Customers can access support through the ServiceNow Community, AI & Intelligence resources, the Known Error Portal, and Customer Service and Support channels.
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.
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- 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.