Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection trigger risk mitigation touchpoint

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection Trigger Risk Mitigation Touchpoint

    The Trigger Risk Mitigation Touchpoint agentic workflow is designed to assist customer success agents in scheduling and managing meetings effectively when the probability of a risk is high. This workflow allows for the timely creation of meetings tailored to specific user needs, enhancing the customer success process.

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    Key Features

    • Automated Meeting Creation: The workflow automatically generates meeting invitations based on risk records, eliminating manual coordination.
    • Customizable Workflows: Agents can duplicate and modify the workflow to meet specific requirements.
    • AI Model Integration: Supports various AI providers like Now LLM Service and Azure OpenAI, enabling advanced functionalities.
    • Role Masking: Ensures that only authorized customer success agents can access the workflow, maintaining security and compliance.

    Key Outcomes

    By implementing this workflow, ServiceNow customers can expect:

    • Improved efficiency in scheduling touchpoint meetings by automating the process based on risk assessment.
    • Enhanced ability to take context-driven actions in customer success management.
    • Streamlined communication and meeting organization, leading to quicker resolutions of high-risk situations.

    Use the Trigger risk mitigation touchpoint agentic workflow to schedule and edit a touchpoint meeting for a specific user.

    Trigger risk mitigation touchpoint agentic workflow overview

    The agentic workflow enables customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. It create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. With this agentic workflow, customer success managers can:
    • Take timely and contextual action.
    • Create a meeting with all required details.
    • Schedule draft meetings without manual coordination.

    In the Trigger risk mitigation touchpoint agentic workflow, when the risk record's probability is very high or occurred, the customer success agent is assigned to that risk receives a Now Assist panel notification. From the risk record, the agentic workflow automates the creation of meeting and schedules the meeting.

    To modify the Trigger risk mitigation touchpoint agentic workflow Duplicate an agentic workflow, and adjust the settings according to your requirements.

    Note:
    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

    Role masking

    Required role: sn_acct_lc.customer_success_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.

    Trigger risk mitigation touchpoint agentic workflow

    This workflow does the following:
    Note:
    Before running the workflow, you must configure the generic prompt as follows:
    1. Navigate to the OneExtend Capability (sys_one_extend_capability) table by entering sys_one_extend_capability.list in the navigator.
    2. Search for generic prompt and open the record.
    3. In OneExtend Capability Attributes related list, set the Default to True for any of these definitions:
      • Generic Prompt (Azure OpenAI Chat)
      • Generic Prompt (Now LLM Service)
      • Generic Prompt Vertex AI (Google Cloud Chat Completion)
      • Generic Prompt (Amazon Bedrock Chat Completions)
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Trigger risk mitigation touchpoint.

    To create an agentic workflow, see Create an agentic workflow.

    Testing the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Test AI reasoning.

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

    AI agents used in the Trigger risk mitigation touchpoint agentic workflow

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

    To create an AI agent, see Create an AI agent.

    Table 1. AI agents and their role in the Trigger risk mitigation touchpoint agentic workflow
    AI agent AI agent role
    Meeting draft creator AI agent AI agent automates draft creation of meetings using context and history of the risk record.
    Note:
    The AI agent creates meeting inside a touchpoint.
    Draft meeting scheduler AI agent AI agent automates virtual meeting scheduling by collecting invite and details provided from the customer success agent.