Now Assist for Telecommunications, Media, and Technology (TMT) release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media, and Technology (TMT) Release Notes

    Now Assist for Telecommunications, Media, and Technology (TMT) is a generative AI-powered ServiceNow application designed to enhance customer service and success management processes within the TMT industry. It streamlines problem management, customer engagement, and product release documentation by automating summarization, content generation, and analysis tasks. The application evolves through regular updates, introducing new AI skills and improving performance to better support ServiceNow customers in delivering faster, more accurate, and actionable insights.

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    Key Features

    • Service Problem Summarization: Automatically generates concise summaries of customer interaction cases, enabling agents to quickly grasp case context and details for faster, informed decision-making.
    • Resolution Notes Generation: Automates detailed and consistent documentation of issue resolutions, enhancing record keeping and communication clarity.
    • Test Summarization: Assists support agents in summarizing TM Forum–compliant Service Test API responses and determining pass/fail results to accelerate diagnostics and reduce mean time to repair.
    • Product Release Content Generator (Version 6.0.2): Standardizes and structures raw product release notes from multiple products into a consistent format using generative AI.
    • Renewal Insight Engine (Version 6.0.2): Provides AI-powered analysis of customer engagement data to assess renewal likelihood, identify expansion opportunities, and recommend prioritized Customer Success Manager (CSM) actions.
    • Lookup Similar Engagements Skill (Version 6.0.2): Finds and ranks engagements similar to a given case by filtering and analyzing engagement records, helping CSMs identify relevant historical contexts.
    • Risk Signal and Issue Record Summarization (Version 5.1.7): Summarizes risk signals and related issue records, including risk occurrences and solutions, accessible in Customer Service Management (CSM) and Field Service Management (FSM) workspaces.
    • AI Agents for Customer Success and Service Bridge (Version 5.0.1): Supports renewal and expansion triggers, risk mitigation touchpoints, and onboarding processes with AI-driven assistance.
    • Prompt Configurability and Context Menu Enhancements (Versions 1.0.5 and 2.0.0): Enables customization of AI prompts for Customer Service Problem Management and facilitates easier generation of resolution notes and case summaries.

    Key Outcomes for ServiceNow Customers

    • Improved efficiency in customer service problem management through automated summarization and note generation, reducing manual effort and accelerating response times.
    • Enhanced customer success management with AI-driven insights for renewals, expansions, and risk mitigation, enabling proactive and prioritized engagement strategies.
    • Consistent and standardized product release communication, aiding in clearer internal and external stakeholder updates.
    • Faster diagnostic and troubleshooting processes supported by AI-assisted test result summarization, improving mean time to repair.
    • Increased visibility and understanding of risk signals and issues, helping teams to address problems promptly within ServiceNow’s CSM and FSM environments.
    • Ongoing improvements and integration updates ensuring compatibility and leveraging the latest AI platform capabilities for enhanced performance and user experience.

    Version history for the 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 6.0.7 - June 2026
    Mosaic migration done for couple of Skills
    Version 6.0.6 - April 2026
    Defect fix for Customer Success Management AI skills related to rules and polices around ACLs.
    Version 6.0.2 - March 2026
    • We are releasing the three new skills in this release:
      • Product Release Content Generator:- The Product Release Content Generator is a Generative AI–powered skill that standardizes and structures raw product release notes across multiple products into a consistent, predefined product release format.
      • Renewal Insight Engine:- AI-powered renewal analysis assistant that evaluates customer engagement performance data to generate actionable renewal likelihood assessments, expansion opportunity identification, and prioritized CSM action recommendations.
      • Lookup similar engagements skill:- This feature looks up similar engagements to a starting engagement. It does so by first filtering records in the engagement table (sn_acct_lc_engagement) using predefined, scripted conditions, then retrieving context details for the top 20 candidates, and finally asking the LLM to analyze and compare them and return the top 3 most similar engagements.
    Version 5.1.9 - February 2026
    Removing now assist for SOMT dependency.
    Version 5.1.8 - January 2026
    Changed: Dependency versions for now assist for TMTsn_tmt_agentic ai 4.0.5sn_genai_platform 10.0.3sn_somt_gen_ai 1.0.2sn_sb_gen_ai 1.0.2.
    Version 5.1.7 - December 2025
    • The following is the list of features that we are shipping in the December Z Release:
      • Risk signal and Issue record summarisation:
        • The Risk Signal and Issues Summary skill provides you with a summary of the risk signal and issues record, along with associated risk occurrences and solutions. This skill is available in the CSM/FSM Configurable Workspace and in Core UI.
    Version 5.1.0 - October 2025
    Defect fixes and performance improvements
    Version 5.0.1 - September 2025
    • For Customer Success Management:
      • NEW: AI agents
        • Support renewal and expansion
        • Trigger risk mitigation touchpoint
      • NEW: GEN AI Summarization
        • Success Initiative, Customer Play, and Internal Plays
    • For Service Bridge:
      • NEW: AI agents
        • Onboarding
    • For Customer Service Problem Management:
    Version 4.0.3 - May 2025
    Changes.
    Version 1.0.5 - March 2025
    • Changed:
      • Prompt Configurability for Customer Service Problem management
      • Knowledge Article generation for CSPM
      • Now Assist Context Menu for Resolution notes generation in CSPM
      • Account Lifecycle Events case summarization
      • Customer Success Engagement and touchpoint summarization.
    Version 2.0.0 - February 2025
    • Changed:
      • Prompt Configurability for Customer Service Problem management
      • Knowledge Article generation for CSPM
      • Now Assist Context Menu for Resolution notes generation in CSPM
      • Account Lifecycle Events case summarization
      • Customer Success Engagement and touchpoint summarization
    Version 1.0.0 - August 2024
    • Now Assist for TMT leverages generative AI to streamline three critical aspects of customer service problem management:
      1. Service problem summarization: Automatically generate concise and accurate summaries of customer interaction cases. This allows customer support agents to quickly understand the context and details of each case without going through through extensive documentation. The result is a faster response time and more informed decision-making.
      2. Resolution Notes Generation: Simplify the process of documenting resolutions to customer issues. With Now Assist for TMT, the system can create detailed and precise resolution notes, ensuring all pertinent information is captured. This not only aids in maintaining comprehensive records but also ensures consistency and clarity in communication with customers.
      3. Test Summarization: Improve service desk support by helping agents summarizing Service Test API responses (TM Forum compliant TMF653) and also determining a pass/fail test response. This accelerates the diagnostics process, reducing mean time to repair while delivering the most effective resolution path for the customer