Use Now Assist for Retail Service Management (RSM)
Summarize
Summary of Use Now Assist for Retail Service Management (RSM)
Use Now Assist for Retail Service Management (RSM) leverages an AI-powered store inquiry agent to enhance and automate the handling of store inquiry cases. This capability streamlines communication and resolution between store associates or managers and HQ agents by intelligently parsing inquiries, searching relevant information, and drafting policy-based responses.
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Key Features
- Automated Inquiry Parsing: The AI agent analyzes incoming store questions, identifies key topics like discount policies, returns, and exceptions, and categorizes inquiries for efficient processing.
- Intelligent Policy Look-up: Searches across multiple sources—including past resolved cases, knowledge base articles, and attached documents—to provide accurate, contextually relevant guidance.
- Response Drafting with Policy References: Automatically generates suggested replies using clear policy language and provides traceability by linking to the source documents.
- Learning from Resolved Cases: Continuously improves its response accuracy by indexing newly resolved inquiries to better handle similar future cases.
- Update Case Information: Enables HQ agents to accept, edit, or reject AI-suggested solutions, with automatic updates to case resolution notes, status, or work notes accordingly.
- Security and Access Controls: Access to AI agents and workflows is controlled using access control lists (ACLs) and user identities, configurable in AI Agent Studio to ensure proper permissions.
How It Works
When a store associate or manager creates a store inquiry case, it is assigned to an HQ agent. The HQ agent uses Now Assist to:
- Automatically parse the inquiry.
- Search knowledge base articles, past cases, and associated documents.
- Draft a response referencing relevant policies.
The HQ agent then chooses one of the following actions:
- Accept: Sets the case to Resolved and adds the AI-generated solution to resolution notes.
- Edit: Allows the agent to customize the response before resolving the case and adding notes.
- Reject: Does not add the AI solution to resolution notes but optionally adds it to work notes if accepted by the agent.
Practical Benefits for ServiceNow Customers
- Streamlines store inquiry management by reducing manual research and response drafting.
- Improves response accuracy with AI-driven policy referencing and learning from past cases.
- Supports HQ agents with flexible workflows for accepting, editing, or rejecting AI recommendations.
- Ensures secure and controlled access to AI functionality to maintain data integrity and compliance.
Use store inquiry Al agent to improve and enhance the store inquiry processes in Retail Service Management(RSM).
| AI agent capabilities | Description |
|---|---|
| Automated inquiry parsing | Analyzes incoming questions from stores and identifies key topics like discount policy, returns, and exceptions. It accurately categorizes and tags these inquiries, streamlining the processing and response to store queries |
| Intelligent policy look-up | Searches across multiple sources—such as past resolved cases, knowledge base articles, and their attached documents—to deliver precise and contextually relevant guidance |
| Response drafting with policy references | Automatically generates a suggested reply using clear policy language and provides the accurate source of the suggested reply for traceability by attaching or linking it |
| Learning from resolved cases | Continuously improves by indexing newly resolved inquiries, which expands its ability to respond to similar future cases |
| Update case information | Enables the HQ agent to accept, edit, or reject the suggested resolution, and automatically updates the case resolution notes and status for accepted or edited responses, or add work notes for rejected ones |
This workflow begins when a store associate or manager creates a store inquiry case, a new the case gets created. The case gets assigned to an HQ agent. The HQ agent can then leverage the Now Assist agent to automate parsing of store questions, intelligently search the KB articles and past cases, and the documents attached to the KB articles, and draft responses with policy references. It prompts the HQ agent to select preferred options like Accept, Edit, or Reject solution.
- Accept: The case state is set to Resolved. The proposed solution gets added to resolution notes automatically.
- Edit: The AI agent prompts the HQ agent to provide custom response. Then, the case state is set to Resolved. The custom response gets added to resolution notes automatically.
- Reject: The proposed solution is not added to the resolution notes. The AI agent asks the agent whether they would like to update the work notes with the resolution provided. If the HQ agent accepts, the proposed solution gets added to the work notes automatically.
For more information on modifying an agentic workflow, see.
Looking for an AI agent?- There may 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 on your instance, see Find AI agents.
- To find agents that may not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
You can enable security implementation on AI agents and agentic workflows through access control lists (ACLs) and user identities. These ACLs determine which users have permissions to discover and invoke an agentic workflow or AI agent.
Configure and manage these ACLs for agentic workflows and AI agents in the AI Agent Studio.
See Implement access control in Now Assist AI agents for more information.