Now Assist for Order Management release notes
The ServiceNow® Now Assist for Order Management application provides AI-powered capabilities to Order Management workflows, both for agents and customers. Now Assist for Order Management was enhanced and updated in the Australia release.
Now Assist for Order Management highlights for the Australia release
- Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
- Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM Configurable Workspace or CSM/FSM Configurable Workspace.
See Now Assist for Order Management for more information.
New in the Australia release
- AI-powered invoice case management for customers
- Enable customers to report and dispute quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed.
- Invoice dispute intake with voice assistant
- Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech, and the assistant captures dispute details to create invoice cases, or connects customers with a human agent when needed.
- Human agent handoff with context transfer
- Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM Configurable Workspace or CSM/FSM Configurable Workspace Configurable Workspace, enabling agents to continue without asking customers to repeat information.
- Now Assist for invoice case resolution
- Accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
- Automated email notifications for invoice cases
- Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and next steps for cases requiring human review.
Activation information
Request the Now Assist for Order Management application from the ServiceNow Store and install it using the ServiceNow® Application Manager. For more information, see Install a ServiceNow Store application.
Plugin information
- New plugins
- The following plugin is new in Australia:
Manage Invoice Operations (com.sn_ord_ops_aias): Delivers AI-powered assistants that handle invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate invoice case resolution.