Now Assist for Telecommunications, Media and Technology (TMT) Customer voice quality issue resolution agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Customer Voice Quality Issue Resolution Agentic Workflow

    This agentic workflow is designed to help telecommunications, media, and technology (TMT) providers efficiently resolve customer voice quality issues. It integrates RADCOM’s AI agents with ServiceNow AI agents to combine subscriber details with service performance metrics, enabling faster issue resolution and reducing customer churn. The workflow activates automatically when a new phone or chat interaction is recorded in the Customer Service Management (CSM) Interaction record under the Network category.

    Show full answer Show less

    The workflow is delivered in read-only mode and requires copying and customization before use to fit specific organizational settings.

    Key Features

    • Integration with RADCOM: Utilizes a third-party RADCOM ticket handling agent to retrieve detailed subscriber experience profiles, including network usage and service quality metrics.
    • AI Agents Collaboration: Employs multiple AI agents—Customer Interaction Context Gatherer, RADCOM Ticket Handling Agent, and Ticket Creation Agent—to analyze interaction data, retrieve subscriber profiles, and manage service problem cases.
    • Role-Based Access: Access is controlled through role masking, requiring users to have the snsprbmgmt.agent role. Security controls must be configured to grant appropriate permissions.
    • Application Dependencies: Requires Customer Service (sncustomerservice) and Customer Service Problem Management (snsprbmgmt) applications.
    • Customization and Testing: Customers must create an external AI agent to connect with RADCOM and can test the workflow via AI Agent Studio’s testing environment.

    Practical Use and Benefits

    • Automatically collects and analyzes customer interaction data and subscriber profiles to provide comprehensive context on voice quality issues.
    • Creates or updates service problem cases efficiently by identifying duplicates and verifying information, streamlining issue tracking.
    • Enables service agents to resolve voice quality problems more quickly, improving customer satisfaction and reducing churn.
    • Supports customization to align with specific business rules and security requirements before deployment.

    Next Steps for ServiceNow Customers

    • Duplicate the read-only agentic workflow and modify settings to match your operational environment.
    • Create and configure the external RADCOM AI agent to enable subscriber profile retrieval.
    • Ensure appropriate roles and security controls are in place for authorized user access.
    • Perform manual testing of the workflow using AI Agent Studio to validate its integration and execution.

    Use this agentic workflow to resolve customer voice quality issues.

    Customer voice quality issue resolution agentic workflow overview

    This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case. By integrating RADCOM's AI agents with ServiceNow AI agents, wireless providers can link subscriber details with key service performance metrics. This integration enables swift resolution of service issues and reduces churn rates.

    This agentic workflow is triggered when a new interaction is created in the CSM Interaction record under the following conditions:
    • Type: Phone or Chat
    • Category: Network
    Note:
    The Customer voice quality issue resolution agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See Duplicate an agentic workflow for details.

    Role masking

    Required role: sn_sprb_mgmt.agent

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Application dependency

    The Customer voice quality issue resolution agentic workflow has the following dependencies:
    • Customer Service (sn_customerservice)
    • Customer Service Problem Management z(sn_sprb_mgmt)

    Configure the Customer voice quality issue resolution agentic workflow

    This agentic workflow requires a third-party agent, the RADCOM ticket handling agent, to retrieve the customer experience profile. To use the third-party agent, you must create an external agent by following the steps listed in the Create an external AI agent section.

    Test the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Customer voice quality issue resolution.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agents used in the Customer voice quality issue resolution agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    Table 1. AI agents and their role in the Customer voice quality issue resolution agentic workflow
    AI agent AI agent role
    Customer interaction context gatherer AI agent
    • Retrieves and analyzes customer interaction data.
    • Provides detailed contextual information regarding customer communication patterns, product usage history, and relevant troubleshooting information.
    RADCOM ticket handling AI agent (external agent) Retrieves subscriber profile including network usage patterns, service quality metrics, and customer behavior insights.
    Ticket creation AI agent
    • Identifies duplicate records, determines case type, and verifies documents.
    • Checks existing cases and creates a new case.