Now Assist for Telecommunications, Media and Technology (TMT) release notes
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Summary of Now Assist for Telecommunications, Media and Technology (TMT) Release Notes
The Now Assist for Telecommunications, Media and Technology (TMT) application on the ServiceNow Store provides AI-powered tools designed to enhance service management and operational efficiency within telecommunications, media, and technology industries. It leverages generative AI and specialized AI agents to automate tasks such as case summarization, problem resolution, network incident analysis, billing issue remediation, and customer interaction management.
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Key Features
- Generative AI and AI Agent Collections: Includes capabilities for customer service problem management, case and test summarization, knowledge base generation, and resolution notes creation tailored for telecommunications.
- AI Agents for Service Management:
- Remote Hands Skill AI Agent: Assists with telecom service test and repair issues.
- Service Problem Manager AI Agent: Suggests relevant knowledge articles and verifies customer inventory status.
- Customer Payment Status AI Agent: Checks for outstanding payments.
- Preliminary Troubleshooter AI Agent: Interacts with documents to recommend similar cases.
- On-demand Service Tester AI Agent: Provides tests based on inventory specifications.
- Service Repairer AI Agent: Creates repair tasks based on test outcomes.
- Network Incident Analysis AI Agents:
- Network Ticket Resolution AI Agent: Checks knowledge articles and orchestrates other agents for incident resolution.
- Ticket Readiness AI Agent: Validates incident fields needed for progression using historical incident data.
- Network Correlation Monitor AI Agent: Identifies impacted services and customer accounts, creating major service problem cases.
- Network Ticket Actionable Steps Generation AI Agent: Determines next actions based on similar past incidents.
- Network Remediation Generation AI Agent: Maps resolution steps to task types and creates corresponding tasks.
- Billing Issue Remediation AI Agents:
- Billing Account Information Collector AI Agent: Retrieves billing inquiry details and account information for agent use.
- Recommended Plans AI Agent: Generates and confirms service plan recommendations, updates work notes, and triggers email notifications.
- Billing Invoice Data Collector AI Agent: Collects billing invoice data.
- Customer Voice Quality Issue Resolution (A2A):
- AI agents gather customer problem context and subscriber details, handle RADCOM ticketing by providing voice and data KPIs, and create service problem cases based on voice and data quality issues.
- Version Updates:
- Version 2.0.1 (June 2026): Added support for third-party models such as Claude Haiku 4.5, GPT-5 mini, Claude Sonnet 4.6, and GPT-5.4, along with security fixes.
- Version 1.1.5 (April 2026): Repackaging for product tiers.
- Version 1.0.5 (March 2026): Initial release introducing generative AI and AI agent capabilities.
Key Outcomes
ServiceNow customers using Now Assist for TMT can expect streamlined telecommunications service management through AI-driven automation, improved case handling, faster network incident resolution, and enhanced billing issue support. These capabilities help reduce manual effort, improve accuracy in service operations, and deliver better customer experiences by leveraging advanced AI models and purpose-built agents tailored for telecommunications workflows.
Version history for the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
Version history
- Version 2.0.1 - June 2026
-
- New support of 3p models and security fixes
- Small models: Claude Haiku 4.5GPT‑5 miniLarge Models:Claude Sonnet 4.6GPT‑5.4
- Version 1.1.5 - April 2026
- Repackaging for product tiers
- Version 1.0.5 - March 2026
-
- Generative AI and AI agent collections for Telecommunications. This will include:
- Skills:
- Customer Service Problem Management for Case Summarization, Test Summarization, KB Generation and Resolution Notes Generation
- Skills on C360 for telecommunications for AI summary
- Remote hands Skill
- AI Agents
- Service Test and Repair telecom service issues AI agent
- Service Problem ManagerAI agent which will suggest relevant knowledge articles and check for the customer inventory to be active.
- Customer Payment Status AI agent which will check outstanding payments.
- Preliminary Troubleshooter AI agent to ask questions from the documents and recommend similar cases.
- On-demand Service Tester AI agent to show the tests based on the inventory specification if the recommended tests are shown
- Service Repairer AI agent to create repair tasks based on the test outcom
- Service Test and Repair telecom service issues AI agent
- Skills:
- Analyze network incidents
- This includes the following AI agents:
- Network ticket resolution AI Agent
- This will help in checking knowledge articles as well as the manager agent that will be helpful for orchestration to other agents
- Ticket readiness AI agent
- This will help in checking any fields that would be required for incident progression including SLA's, category, sub-category, asisgnment group by looking into historic incidents using group action framework
- Network correlation monitor AI Agent
- AI Agent capable to identify impacted services and customer accounts, and create Service Problem Major Case.
- Network ticket actionable steps generation AI agent
- AI Agent to determine next action based on similar incidents and historic data
- Network Remediation Generation AI Agent
- AI Agent capable to map resolution steps to corresponding task type, and create such tasks
- Network ticket resolution AI Agent
- This includes the following AI agents:
- Help remediate bill issues
- Billing account information collector AI agent
- This AI agent is designed to handle billing inquiries by following a structured approach. It retrieves billing inquiry case details, obtains the billing account details using the account number. The agent is intended for use by ServiceNow agents for getting the billing account number.
- Recommended plans AI agent
- This AI agent is designed to facilitate the generation and confirmation of service plan recommendations through a structured approach. It first generates a recommended plan, update the work notes, presents it to the user for confirmation, verifies whether an email is associated with the customer account and triggers the email notification agent to send the recommended plan details to the user.
- Billing invoice data collector AI agent
- Agent responsible for collecting the billing invoice data
- Billing account information collector AI agent
- Customer Voice Quality Issue Resolution (A2A)
- Customer interaction context gatherer:
- Collects the customer problem and identify the subscriber details
- RADCOM ticket handling AI Agent
- Based on the subscriber details provide the Voice and data related KPI's
- Ticket creation AI agent
- Creates service problem cases based on customer voice and data quality issue.
- Customer interaction context gatherer:
- Generative AI and AI agent collections for Telecommunications. This will include: