Using agentic workflows in Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated February 18, 2025
  • 1 minute to read

    • Use the AI agent collection for Customer Service Management to improve productivity through faster triaging. You can gather, verify, respond to, or escalate emails from customers as interactions or cases. You can also process the high volume of cases coming through offline channels, converting them into actionable tasks to significantly reduce the workload of human agents.

    Table 1. Available agentic workflows for Customer Service Management agent collection
    agentic workflow Description Available AI agents
    Triage cases Handles end-to-end case or case type validation, creation, verification, and escalation. It can also retrieve relevant context and details from the provided case or interaction to address customer inquiries directly and avoid unnecessary case creation.
    • Triage cases planner
    • Context validator and analyzer
    • Duplicate identification
    • Informational queries
    • Transactional queries
    • Case creation
    • Entity extraction
    • Document verification
    • Email response

    Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents

    Important:
    By default, all agentic workflows and AI agent records are read only.
    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then proceed with the following steps:
    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    For information about Triage cases, see Customer Service Management AI agent collection triage cases agentic workflow.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.