Now Assist for Customer Service Management (CSM)

  • Release version: Xanadu
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Now Assist for Customer Service Management (CSM)

    The ServiceNow Now Assist for Customer Service Management (CSM) application leverages generative AI to enhance customer service interactions by summarizing case information, generating case resolution notes, and summarizing chat interactions. This enables customer service agents to quickly understand the context of cases and chats, facilitating faster and more accurate resolutions for customers.

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    Key Features

    • Case and Chat Summarization: Automatically summarizes case details and chat conversations to provide agents with concise context.
    • Resolution Notes Generation: Generates comprehensive resolution notes to document case outcomes efficiently.
    • AI Agent Use Cases: Utilizes CSM AI agent collections and generative AI capabilities tailored for customer service management scenarios.
    • Configuration and Customization: Customers can configure the application to suit their specific service management workflows.

    Availability and Restrictions

    Not all AI model providers and Now Assist features are available in all regions or environments. Restrictions apply for customers with in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets. Customers should consult ServiceNow support articles for the latest availability updates.

    AI Limitations and Responsible Use

    This application relies on evolving AI and machine learning technologies that may not always produce fully accurate or complete results. Customers are responsible for testing and verifying outputs, applying human oversight, and avoiding sole reliance on AI-generated outputs for critical decision-making, especially in sensitive sectors like healthcare, finance, legal, and security. Use of the application must comply with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    • Data from customer instances is transferred to centralized ServiceNow environments, which may be located in different regions or involve third-party cloud providers, such as Microsoft Azure.
    • ServiceNow handles data according to strict internal policies available through the CORE Compliance Portal.
    • Inputs, outputs, and edits generated by the application are collected to improve ServiceNow’s AI technologies and models.
    • Collected data includes case information, chat transcripts, and email content related to customer service interactions.
    • Customers can opt out of data collection at any time via the Now Assist Opt-Out page.

    Support and Troubleshooting

    ServiceNow provides resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support contacts to assist with troubleshooting and inquiries related to Now Assist for CSM.

    Use the ServiceNow® Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    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. Further, 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.