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

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using agentic AI in Now Assist for Customer Service Management (CSM)

    The Customer Service Management (CSM) AI Agent Collection provides ServiceNow customers with prebuilt, fully configured AI agents and workflows designed to automate and enhance common customer service scenarios. These agentic workflows combine autonomous and supervised actions using advanced reasoning to handle multi-step tasks triggered by customer cases, conversations, or detected intents.

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    Built on the ServiceNow AI Platform and powered by AI Agent Fabric and Workflow Data Fabric, these agents operate seamlessly across systems regardless of data location. The Guardian security framework enforces compliance and security guardrails. This collection helps reduce manual effort, automate complex processes, decrease resolution times, and improve overall customer experience by freeing human agents to focus on higher-value tasks.

    Key Features

    • Agentic Workflows: Ready-to-use workflows that automate case triage, customer insights, and complaint resolution processes.
    • AI Agents: Specific agents perform functions such as case validation, entity extraction, document verification, email response, customer 360 insights, complaint intake, triage, research, and summarization.
    • Advanced Capabilities: Utilize Knowledge Graph, Flow Designer, scripting, Retrieval-Augmented Generation (RAG), web search, and generative inputs to enhance AI reasoning and response quality.
    • Large Language Model Support: Compatible with multiple LLM providers including Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow setting preferred models through AI Control Tower and Now Assist Admin console.
    • Security and Compliance: AI agent execution is governed by Access Control Lists (ACLs) and user identity verification to ensure secure operations.
    • Autonomous AI Agent Activation: To run agents autonomously, duplication and activation of workflows, agents, and triggers are required. Manual invocation is also supported without activating triggers.
    • Standalone AI Agents: Some AI agents may be available outside of agentic workflows; customers can view all accessible agents through the platform interface.

    Practical Benefits for ServiceNow Customers

    • Automate routine case management and customer interactions to reduce agent workload and increase efficiency.
    • Gain real-time, context-aware customer insights that improve service quality and decision making.
    • Accelerate complaint handling with AI-assisted intake, triage, sentiment detection, and resolution proposals.
    • Seamlessly integrate AI-powered workflows across systems without worrying about data location.
    • Maintain security and compliance while leveraging AI capabilities through enforced guardrails and access controls.
    • Customize and control AI model usage to fit organizational preferences and compliance requirements.

    The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.

    These model examples combine autonomous and supervised flows to perform multi-step actions using advanced reasoning, triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, the agents leverage capabilities such as Knowledge Graph, Flow Designer, scripting, Topics, Catalog Items, Retrieval-Augmented Generation (RAG), record operations, web search, and generative inputs. Powered by AI Agent Fabric and Workflow Data Fabric, the collection operates seamlessly across systems without dependency on data location, while Guardian enforces guardrails for security and compliance. By offering ready-to-use building blocks, it helps guide and automate complex processes, reduce agent friction, and free human agents to focus on higher-value work—ultimately accelerating resolution times and enhancing customer experience.

    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 WrapUp
    • Context validator
    • Informational queries
    • Case creation
    • Entity extraction
    • Document verification
    • Email response
    Provide customer 360 insights Provides agents with real-time, context aware responses to queries on customer data, case details, product information, catalog entries, and interaction history, using multi-turn Q&A to maintain conversational context and accuracy.
    • Customer insight AI Agent
    • Case action AI Agent
    Complaint Case AI Agent collection Automate and enhance the complaint resolution process by gathering missing information, detecting customer sentiment, categorizing complaints, and proposing resolutions. It supports human agents by managing complaint intake, triage, research, resolution, and ongoing communication, reducing manual effort and case closure time. 
    • Complaint case intake agent
    • Complaint case triage agent
    • Complaint case research agent
    • Complaint case summarization skill

    Supported Large Language Models

    Note:

    You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Security implementation considerations

    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

    Considerations for running the autonomous 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.

    Standalone AI agents

    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 to you, see Find AI agents.