Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)
Use the Now Assist for TMT agentic workflows to complete tasks autonomously.
| Agentic workflow name | Description | Available AI agents |
|---|---|---|
| Test and repair telecom service issues |
The agentic workflow gets triggered when the service problem case is assigned to the case agent and the state of the case is Open or New. The customer raises a case on the service disruption. The service problem case (SPC) starts with the SPC number. This AI agent is designed to handle the service problem case requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case), when an identifier or description for the task is given. It’s also capable of retrieving relevant context and details related to the task given to them. AI agents perform their tasks to resolve the customer issue. |
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| Help remediate bill issues | The agentic workflow is designed to handle billing inquiry requests by analyzing current invoice usage, providing insights into high bill usage, and suggesting alternative plans based on customer usage patterns. For example, if a customer with a domestic mobile connection uses it internationally, they may incur extra charges; our bill analysis can identify such international usage and provide optimal plan to help manage costs. |
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| Analyze network incidents | Assists customer agents in resolving a given incident. It helps customer agents to resolve network tickets by tracking it and creating an actionable task. |
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| Analyze risks and recommend solutions | Retrieves applicable risks and proactively suggests solutions with minimal user intervention. | Success risk manager AI agent |
| Monitor engagement health | Monitors the health score trends for all active engagements and triggers risk signals when declined. |
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| Support renewals and expansion | Assesses engagements due for renewal, analyzes trends, and recommends renewal strategies. |
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| Trigger risk mitigation touchpoint | Automates the creating and scheduling of meetings for a specific user. |
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| Service Exchange onboarding | Assists the provider with the consumer registration process, including step-by-step guidance, error checks during registration, and support for resolving any errors. |
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| Customer voice quality issue resolution | Assists customer service representatives in resolving customer voice quality issues. |
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| Squad resource identifier | Assists the customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, ensuring faster and more effective collaboration across engagements. | User resource recommender AI agent |
| Product release email communication | Assist the customer to automatically draft, refine, and distribute the release announcement emails to designated recipients by retrieving the most recent product release information. | Email communication manager AI agent |
Enable security implementation to execute AI agents and agentic workflows through access control lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.
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.
Once you duplicate the agentic workflow, adjust the settings according to your requirements. Next, you activate the duplicated agentic workflow. You can also test the agentic workflow to analyze its performance in the AI Agent Studio, while it executes the instructions that you defined.
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.