Predictive AI for CSM release notes

Release version: Australia

Updated March 12, 2026

9 minutes to read

Summarize

Summarized using AI

Summary of Predictive AI for CSM Release Notes

The Predictive AI for Customer Service Management (CSM) applications in ServiceNow’s Australia release enable customer service teams to enhance case resolution, automate quality assurance, and improve agent productivity using AI-driven features. These applications include Now Assist for CSM, Guided Decisions, Recommended Actions, and Task Intelligence, which collectively support smarter case management and customer interactions.

Show full answer Show less

Key Features

Now Assist for CSM Major Issue Management: AI proactively detects emerging case patterns and suggests major cases to accelerate issue escalation and reduce customer disruption.
Case Insights Section: Consolidates key case details, customer history, sentiment scores, and special handling notes into a single, unified view to help agents resolve cases faster.
Voice-Driven Case Updates: Customers can check case status and update cases through AI voice agents integrated with leading CCaaS platforms, reducing live agent workload.
Customer Sentiment Analysis: Automated sentiment scoring and trend visualization on email interaction pages enable quick assessment of customer mood without reading entire conversations.
Quality Assurance Management Skill: AI evaluates post-interaction conversations against configurable quality rubrics, delivering consistent, objective agent performance assessments at scale.
Email Reply Recommendations: AI suggests intelligent email responses on extended table record pages, improving agent response speed and reducing manual effort.
AI Workflow Tab and Filter Controls: Available in Core UI and Now Assist Guardian to streamline workflow management and case filtering for faster case review and action.
Recommended Actions Enhancements: Improved hybrid search combining keyword and semantic matching, relevancy scores for search results, mandatory contextual inputs, and delegated developer privileges for metadata management.
AI Interaction Wrap-Up: Generates wrap-up codes and notes automatically during interaction closure, saving agent time.
Process Mining Templates: Pre-configured templates accelerate project setup for customer service case analytics.

Key Outcomes for ServiceNow Customers

Faster case resolution through consolidated case insights and AI-driven recommendations.
Improved customer experience with real-time sentiment analysis and voice-enabled case updates.
Enhanced agent productivity via AI-generated email replies, automated quality assessments, and interaction wrap-up assistance.
Greater operational efficiency with proactive major issue detection and contextual AI search filtering.
Streamlined administration and configuration through delegated developer roles and enhanced workflow visibility.
Accelerated analytics project deployment using process mining templates tailored for CSM scenarios.

Activation and Compatibility

To use these features, activate the Customer Service plugin and Now Assist for CSM plugin as applicable. Verify entitlements to access specific AI capabilities and licensing tiers (Foundation, Advanced, Prime). The applications support modern browsers (Microsoft Edge Chromium recommended) and exclude Internet Explorer and legacy Microsoft Edge.

Related ServiceNow Applications

Customer Service Management: Core platform for customer support operations.
Now Assist for CSM: AI-powered case summarization and resolution note generation.
Document Intelligence: Automates data extraction from documents for workflow integration.
Predictive Intelligence: Automates case categorization, routing, and resolution suggestions.
Now Assist Products: Provide generative AI skills for various user workflows.
Now Assist Admin Console and Panel: Tools for setup, configuration, and conversational summarization within CSM Configurable Workspace.

The ServiceNow® Predictive AI for Customer Service Management (CSM) applications enable customer service organizations and service operations to configure and implement Now Assist for Customer Service Management (CSM), Guided Decisions, Recommended Actions, and Task Intelligence features. The Predictive AI for CSM applications were enhanced and updated in the Australia release.

Predictive AI for CSM highlights for the Australia release

Australia Patch 3

Resolve cases faster with a new case insights section that consolidates key case details, customer history, sentiment scores, and special handling notes into a single view.
Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together.
View automated sentiment scores and trends from conversations directly on the email interaction page.
Enable customers to make case updates through AI voice agent.

Australia Patch 2

Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort.
Receive intelligent email reply recommendations on extended table record pages in Now Assist for CSM, helping agents respond faster with less manual effort.

Australia Patch 1

Availability of filter controls in Now Assist Guardian for Now Assist for CSM.
Availability of AI Workflow tab in Core UI.

Use AI to populate interaction wrap-up codes and notes, saving agents time.
Simplify metadata management by granting developer roles and privileges to your granular admin users.

See Intelligence for CSM for more information.

Important:

The following applications are available in ServiceNow Store:

Now Assist for CSM (sn_csm_gen_ai)
Guided Decisions Experience (sn_ga_exp)
Recommended Actions (sn_nb_action)
Recommended Actions for Customer Service (sn_cs_nb_action)
Task Intelligence for Customer Service (com.snc.csm_ml_task)

For details, see the "Activation information" section of these release notes.

New in the Australia release

Australia Patch 3
Now Assist for CSM Major Issue Management: Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together. The system monitors recent cases for correlated patterns across the product model hierarchy, and when it identifies a developing issue that no existing major case covers, it proposes a case as a major case candidate for review. Major issue managers gain earlier visibility into developing case patterns and can escalate to major case status faster, reducing the time customers experience disruption.
Now Assist for CSM- Case insights section: Resolve cases faster with a new case insights section that brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.
Customer Service Management AI agent collection- Voice-driven case status retrieval and updates:: Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions across Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms.
Customer sentiment analysis on email interaction page: View automated sentiment scores and trends from conversation directly on the email interaction page in Now Assist for CSM, The system reads customer emails and gives a score to show how the customer is feeling, so agents and managers can quickly check the customer's mood without reading the whole conversation.
Now Assist for CSM Case Playbook for Complaints: Replaced the Agent Assist tab in the side panel with a Recommended Actions tab.
Configure extended tables: Automatically receive concise summaries of case resolutions in Now Assist for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.

Australia Patch 2
Now Assist for CSM- Quality assurance management skill: Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale.
Now Assist for CSM-Extended table support for email reply recommendation skill: Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.

Australia Patch 1

ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

Foundation: AI basics to deliver insights
Advanced: AI to boost productivity across relevant use cases
Prime: Act autonomously with all AI assets and create your own

Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Now Assist for CSM-AI workflow tab added in Core UI

Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.

Now Assist for CSM-Filter controls in Now Assist Guardian

Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.

Guided Decisions - UI Layout tab for the Guided Decision with inputs/outputs activity: Configure the display of knowledge articles directly from the UI Layout tab by setting a default article height and choosing whether articles appear collapsed by default in the playbook.
Guided Decisions - Restart option for the Guided Decision with inputs and outputs activity: As an agent, you can restart a Guided Decision with inputs and outputs activity in a playbook by selecting the Restart Activity option when the activity is in a complete, skipped, or error state and the stage is still in progress.
Recommended Actions - Search query term available as an action input mapping value: Added the search query term as a new pill picker value in the action input mapping for search result configurations. This provides the ability for agents to include the search query term as a guidance input.
Recommended Actions - Hybrid search in AI search: Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant search results in the AI search tab, even when agent queries don't match article content exactly.
Recommended Actions - View the relevancy score on the Case resolution guidance: View the relevancy score, which indicates how well a search result matches the agent's query, on the search result recommendation cards in the Search tab of the Recommended Actions panel for the Case resolution guidance.
Recommended Actions – Configure contextual filtering of AI search results: Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions.
Recommended Actions – Support for mandatory Contextual Inputs: As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated.
Recommended Actions - Manage and conﬁgure metadata with delegated developer approach: Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain_picker role, and metadata_scope_viewer role for viewing and modifying the application scope of metadata records.
AI interaction wrap-up: Provides agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.
Process mining - Pre‑configured templates for CSM Process Mining Projects: Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.

Changed in this release

Australia Patch 3
Configure knowledge generation: Enable users with the sn_skill_builder.admin role to generate knowledge base articles in Now Assist for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process.
Configure Sidebar Summarization: Enable customer agents to generate summaries built from the required case and task tables in Now Assist for CSM as default tables can now be pre-selected and locked.
Provide Customer 360 insights agentic workflow: Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results.
Triage cases agentic workflow: Multilingual and localization flows in the Triage Cases workflow are now fully supported.

Activation information

Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.

Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported. Check your entitlements to determine whether you have access to the Now Assist for CSM

Plugin information

Renamed or changed plugins

The following plugin has been renamed or changed:

Recommended Actions for Customer Service (sn_cs_nb_action):Renamed to Recommended Actions for Service (sn_cs_nb_action) starting with v31.0.

Browser requirements

ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.