Exploring Now Assist for Customer Service Management (CSM)
Summarize
Summary of Exploring Now Assist for Customer Service Management (CSM)
The Now Assist for Customer Service Management (CSM) application leverages generative AI to enhance agent productivity and improve customer service outcomes. It enables agents to quickly understand case and chat contexts, generate resolution notes, and create knowledge articles, all aimed at accelerating case resolution and improving collaboration among agents.
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Key Features
- Chat Summarization: Automatically summarizes conversations during Virtual Agent to live agent handoffs, live agent-to-agent handoffs, and chat wrap-ups, providing agents with quick context to engage customers effectively.
- Case Summarization: Generates concise summaries of complex or long-running cases, consolidating issue details and actions taken to aid agent understanding and case management.
- Resolution Notes Generation: Helps agents draft resolution notes for cases, streamlining case closure and enabling knowledge sharing across the team.
- Knowledge Generation: Automates the creation of knowledge articles from resolved cases, reducing manual effort and enhancing the knowledge base.
- Call Summarization: Summarizes key points from agent-customer calls to document conversations clearly in case records.
- Sidebar Discussion Summarization: Captures and summarizes internal discussions among agents, requesters, and experts, facilitating troubleshooting and knowledge sharing.
- Chat and Email Reply Recommendations: Generates suggested replies for chat and email interactions, improving response efficiency and consistency.
- Sentiment Analysis: Monitors customer sentiment on individual cases and accounts, providing insights to reduce escalations and improve customer experience.
- Suggested Steps Generation: Recommends next best actions for unfamiliar cases, guiding agents toward effective resolutions.
- Conversational Subflows and Actions: Allows agents to trigger tasks and workflows using natural language within the Now Assist panel, enhancing task completion speed.
- Portal Case Form Integration: Guides customers through self-service using AI-powered Genius Results to reduce case volume.
- Automated Quality Assurance Dashboard: Displays agent performance and quality scoring metrics to support continuous improvement.
- Special Handling and Customer Summarization Skills: Condenses long handling notes and synthesizes customer information to prepare agents before engagement.
- Now Assist Panel: A conversational interface in the CSM Configurable Workspace where agents can request summaries and generate resolution notes efficiently.
- Now Assist in AI Search and Virtual Agent: Enhances knowledge retrieval and virtual agent capabilities, including multi-turn catalog requests and guided setups for streamlined deployment.
- Sensitive Data Handling: Masks personally identifiable and sensitive information in AI prompts to ensure data privacy during AI processing.
Benefits for ServiceNow Customers
- Enables agents to quickly grasp case history and customer interactions, reducing time spent gathering context.
- Improves case resolution speed and quality through AI-generated notes, summaries, and recommended actions.
- Supports knowledge management by automating article creation from resolved cases.
- Enhances customer experience by providing agents with sentiment insights and suggested responses.
- Facilitates self-service and reduces case volume via AI-guided portal flows.
- Ensures data privacy while leveraging generative AI capabilities.
With the Now Assist for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.
Now Assist for Customer Service Management (CSM) overview
- An interaction chat summary provides the context about the chat conversation between your agents and customers at different points of the handoff, such as when a Virtual Agent chat history is handed off to a live agent, or when one live agent hands off a chat history with a customer to another live agent.
- A case summary enables an agent to gather the case context on long-running or complex cases. Because these cases can contain a lot of information, including the conversations with the customer or other agents, an agent can generate a summary to gain understanding faster.
- The case resolution notes can assist an agent to help wrap up cases faster and provide the context about the case resolution to the other agents who might encounter similar issues.
- A call summary assists an agent with obtaining the key details that were discussed during the conversations between the live agents and customers. It provides a high-level overview of the conversation in a clear format.
- Knowledge generation can help an agent to streamline content creation. An agent can automatically generate knowledge articles by using the relevant data from the case record after proposing a resolution or closing the case. By not having to generate knowledge articles manually, this feature can save your agents valuable time and effort.
- Sidebar summary captures discussions between agents, requesters, and experts, and can be posted to case notes for further troubleshooting.
- Chat recommendation generates reply suggestions for agents using the Now Assist context menu.
- Email response generates reply suggestions for agents from existing or new emails using the Now Assist context menu.
- Sentiment analysis helps reduce escalated cases by providing agents with the most current sentiment on a case, based on customer interactions and the latest trends. It also offers insights into why the sentiment is what it is today.
- Suggested steps generation resolves cases and boosts agent productivity by automatically outlining the next best actions for unfamiliar cases in the Recommended Actions tab.
- Sentiment analysis on an account uses filters and sorting dashboards to track sentiment, providing valuable insights and reducing escalated cases.
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Conversational subflows and actions in the Now Assist panel use natural language to trigger subflows or actions, improving agent productivity and allowing them to complete tasks efficiently within the panel.
- The Portal case form guides requesters through a self-service flow using Genius Results, helping them find solutions and reducing the number of cases created.
- Automated quality assurance dashboard displays detailed agent performance metrics and quality assurance scoring data, accessible from the CSM Configurable Workspace.
- Special handling notes summarization skill condenses lengthy or multiple special handling notes into a brief, actionable summary. Agents view the summary in the Case Insights section to understand customer-specific handling requirements before engaging.
- Customer summarization skill generates a concise, consolidated summary of a customer for the agent to understand the details before engaging.
Now Assist for Customer Service Management (CSM) skills
The Now Assist for CSM application includes the generative AI skills that enable your agents to understand the chat and case context so that they can propose resolutions to the customer more quickly.
- Chat summarization
- Provides an agent with a summary of a customer's Virtual Agent chat history, live agent chat history, and the interaction history. Agents can view or create the following summaries:
- Virtual Agent chat handoff summary: Summarizes the conversation when Virtual Agent hands off a chat to a live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before engaging with a live agent.
- Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
- Quick action summary: Provides a summary when an agent uses the
/summarizequick action in the Active Chat window. - Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.Note:If a chat summary isn’t available for the interaction, the Chat Summary field doesn’t appear on the interaction record.
Figure 1. Interaction record with chat summaries - Sidebar discussion summarization
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Provides an agent with a summary of the sidebar discussions between agents, requesters, and subject matter experts. An agent can also post the summary to the case work notes for further troubleshooting before or after the chat ends.
Figure 2. Sidebar discussion modal - Chat reply recommendation
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Enables an agent to generate a reply recommendation from a chat using Now Assist context menu.
The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply.
Figure 3. Now Assist context menu - Case summarization
- Provides an agent with a summary of a customer service case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context, refresh the summary so that it includes the
latest updates to the case, and post the summary to the case work notes.The case summarization skill generates a case summary and displays it above the activity stream. The summary includes the information that the agent enters in the following case record fields:
- Short description
- Description
- Work notes
- Additional comments
- Service level agreement (SLA)
Figure 4. Case record with case summary - Email response
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Enables an agent to generate an email response from an existing or new email using Now Assist context menu.
The email response skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply.
Figure 5. Now Assist context menu modal - Resolution notes generation
- Enables an agent to generate the resolution notes for a case, propose the resolution to the customer, and add the information to the case record.
The resolution notes that generation skill displays a pop-up window that an agent can use to select a resolution code and review the resolution notes text before proposing a resolution to a customer.
Figure 6. Resolution notes generation pop-up window Note:The resolution notes generation skill requires a minimum of 50 words in the case record to generate the resolution notes. If the resolution notes can't be generated, the system displays a message below the Resolution notes field. - Knowledge generation
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Enables an agent to generate a knowledge article from a case after proposing a resolution or closing the case.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article that is based on similar cases and review it before publishing the knowledge article draft.
Figure 7. Knowledge article generation pop-up window - Call summarization
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Provides an agent with a call summary when the call ends and includes the main points discussed during the call, including the issue and the actions taken. An agent can generate a call summary of the interaction to understand the case context and post the summary to the case work notes. An agent can view or create the following summaries:
- Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.Note:If a call summary isn’t available for the interaction, the Chat Summary field doesn't appear on the interaction record.
- Call summary from the Now Assist panel: Creates a summary of the conversation between the agent and customer from the Now Assist panel by selecting Summarize conversation.
Figure 8. Interaction record with call summary - Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.
Sentiment analysis on a case
Sentiment analysis helps reduce escalated cases by providing agents with the most current sentiment on a case, based on customer interactions and the latest trends. It also offers insights into why the sentiment is what it is today.
Sentiment analysis on an account
Track the sentiment of a business-to-business account using filters and sorting dashboards to gain valuable insights and reduce escalated cases.
Conversational subflows and actions in Now Assist panel
Use natural language to trigger subflows or actions, enhancing agent productivity and allowing them to complete tasks efficiently within the Now Assist panel. For more info, see Request the generative AI capabilities in Customer Service Management by using the Now Assist panel.
Now Assist in Portal case form
Guide requesters through a self-service flow using Genius Results to find solutions and reduce the number of cases created. For more info, see Using Now Assist in portal case form.
Suggested steps generation
Suggested steps generation may help resolve cases and boost agent productivity by outlining the next best actions for unfamiliar cases in the Recommended Actions tab.
Activity response generation
Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction. For more info, see Generate activity stream responses.
Trending topics dashboard
Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific
trends using customizable filters. For more info, see View trending topics dashboard.
Sentiment analysis dashboard
Get a comprehensive view of customer sentiment across cases and accounts. The dashboard uses Now LLM Service insights to explain sentiment changes and lets you drill down to find root causes—helping teams take targeted actions. For more info, see Use sentiment analysis dashboard.
Automated quality assurance
View detailed agent performance metrics and quality assurance scoring data on the automated quality assurance dashboard, accessible from the CSM Configurable Workspace
Special handling notes summarization
Use the Special handling notes summarization skill to condense lengthy or multiple special handling notes into a brief, actionable summary.
Customer summarization
Use the Customer summarization skill for Now Assist for CSM to generate a concise, consolidated summary of a customer (account or consumer) rather than a single caes.The skill synthesizes information across the customer's record so agents can understand who the customer is and their current situation before engaging.
Now Assist panel in CSM Configurable Workspace
An agent can use the Now Assist panel in CSM Configurable Workspace. This conversational interface enables an agent to request a chat summary or case summary and generate the case resolution notes. For more information about the Now Assist panel, see Now Assist panel.
Now Assist in AI Search
The Now Assist in AI Search application uses Now LLM Service to extract actionable Q&A Genius Result answers from the knowledge articles that are found in Service Portal, Virtual Agent, Employee Center, and global searches. By using this application, an agent can improve the customer's experience by retrieving the relevant content from the knowledge base and generating concise answers. For more information, see Now Assist in AI Search.
Now Assist in Virtual Agent
Now Assist in the Virtual Agent guided setup can reduce the time and effort needed to deploy Now Assist within Virtual Agent. Your administrators can configure features and skills as well as sources of information such as knowledge bases and catalogs. For more information, see Configure Now Assist in Virtual Agent.
With the Now Assist Multi-Turn Catalog Requests skill, your customers can engage with Virtual Agent in a conversational manner to request catalog items. A customer can request an item and then refine their search by providing additional information. For more information, see Multi-turn catalog ordering.
Sensitive data handling
Personally identifiable information and other sensitive data can be masked so that it does not appear in generative AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the original text after the response has been received. This two-way masking ensures that your users see the correct values, but the Now LLM Service is not exposed to any sensitive information. For more information, see Multi-turn catalog ordering.