Now Assist for Telecommunications, Media and Technology (TMT) release notes
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Summary of Now Assist for Telecommunications, Media and Technology (TMT) Australia Release
The Now Assist for Telecommunications, Media and Technology (TMT) application leverages generative AI to enhance industry-specific workflows by providing smarter insights, automated actions, and improved self-service experiences. The Australia release introduces several new capabilities designed to streamline customer engagement, risk management, product adoption, and dispute resolution within telecommunications, media, and technology organizations.
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Key Features
- Squad Resource Identifier: Recommends internal experts based on engagement context, skills, region, and availability to facilitate faster, more effective collaboration on customer success initiatives and escalations.
- Product Release Email Communication: Automatically drafts, refines, and publishes release announcement emails, ensuring consistent messaging and streamlined stakeholder distribution.
- Risk Signals and Solution Synchronization: Monitors solution progress tied to risk signals, syncs updates automatically, and notifies customer success managers to close resolved risks promptly.
- Product Adoption Roadmaps: Uses generative AI to analyze customer data and similar adoption patterns, generating customized roadmaps to support renewals and expansion conversations.
- Renewal and Expansion Support: Evaluates renewal readiness through health scores, usage, and value metrics, enabling automatic opportunity creation within renewal playbooks.
- Customer 360 AI Insights: Analyzes call, chat, billing, and interaction data with sentiment analysis and integrates with knowledge and workflow fabrics to provide proactive service recommendations and fault detection.
- Auto-Onboarding: Automates onboarding workflows, secures connections, synchronizes settings, and monitors for errors to reduce manual effort and improve integration reliability.
- Sentiment Analysis for Service Cases: Assesses customer sentiment and reasoning on complaint cases to inform decision-making and link cases to Alternative Dispute Resolution (ADR) records.
- ADR Case Support: Generates summaries of linked service problem cases, resolution notes, and deadlock letters for customer disputes, facilitating clear communication and resolution feedback.
Activation and Related Applications
The Now Assist for TMT features become available upon activation of the Now Assist for TMT plugin, which can be installed via the ServiceNow Store. This application integrates with broader Now Assist capabilities, including conversational AI panels in Customer Service Management (CSM) workspaces, AI skills for case and chat summarization, and resolution note generation, all designed to enhance agent productivity and customer experience.
The ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. Now Assist for Telecommunications, Media and Technology (TMT) was enhanced and updated in the Australia release.
Now Assist for Telecommunications, Media and Technology (TMT) highlights for the Australia release
- Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
- Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
- Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
- Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
- Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution.
See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Important:
Now Assist for Telecommunications, Media and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Now Assist for Telecommunications, Media and Technology (TMT) features
- Squad resource identifier
- Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.
- Product release email communication
- Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.
- Risk signals and solution synchronization
- Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.
- Create product adoption roadmaps using Now Assist
- Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.
- Support renewals and expansion
- Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook.
- Customer 360 AI insights
- Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health.
- Auto-onboarding
- Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort.
- Analyze the sentiment of a service problem case using Now Assist for TMT
- Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record.
- Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)
- Generate a comprehensive summary of the service problem case records that you have linked on the ADR case.
- Generate resolution notes for ADR case
- Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.
- Generate a deadlock letter using Now Assist for TMT
- Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.
Activation information
Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.