Using agentic workflows in Now Assist for Customer Service Management (CSM)
Summarize
Summary of Using agentic workflows in Now Assist for Customer Service Management (CSM)
The Customer Service Management (CSM) AI Agent Collection includes prebuilt AI agents and agentic workflows that streamline common scenarios in customer service. These workflows utilize a combination of autonomous and supervised processes, triggered by customer interactions, to perform complex actions efficiently. Built on the ServiceNow AI Platform, they enhance the customer experience by reducing agent workload and speeding up resolution times.
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Key Features
- Triage cases: Automates case validation, creation, and escalation while retrieving relevant context to minimize unnecessary case creation.
- Customer insight AI Agent: Provides real-time, context-aware responses to queries about customer data, leveraging multi-turn Q&A for accuracy.
- Supported Large Language Models: Integrates with various AI models including Now LLM Service, Azure OpenAI, and Google Gemini, allowing customization of AI capabilities.
- Security Controls: Implements security through Access Control Lists (ACLs) to ensure secure operations of AI agents and workflows.
Key Outcomes
By utilizing these agentic workflows, ServiceNow customers can expect to see:
- Faster resolution times due to automated processes.
- Improved customer experience through accurate and context-aware responses.
- Increased productivity for human agents, allowing them to focus on higher-value tasks.
To activate an AI agent, duplicate the agentic workflow, activate the relevant agents, and set up triggers for automation, or invoke manually if preferred.
The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.
These model examples combine autonomous and supervised flows to perform multi-step actions using advanced reasoning, triggered by customer cases, conversations, or detected intents. Built on the ServiceNow AI Platform, the agents leverage capabilities such as Knowledge Graph, Flow Designer, scripting, Topics, Catalog Items, Retrieval-Augmented Generation (RAG), record operations, web search, and generative inputs. Powered by AI Agent Fabric and Workflow Data Fabric, the collection operates seamlessly across systems without dependency on data location, while Guardian enforces guardrails for security and compliance. By offering ready-to-use building blocks, it helps guide and automate complex processes, reduce agent friction, and free human agents to focus on higher-value work—ultimately accelerating resolution times and enhancing customer experience.
| agentic workflow | Description | Available AI agents |
|---|---|---|
| Triage cases | Handles end-to-end case or case type validation, creation, verification, and escalation. It can also retrieve relevant context and details from the provided case or interaction to address customer inquiries directly and avoid unnecessary case creation. |
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| Provide customer 360 insights | Provides agents with real-time, context aware responses to queries on customer data, case details, product information, catalog entries, and interaction history, using multi-turn Q&A to maintain conversational context and accuracy. |
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Supported Large Language Models
You can use Now LLM Service, Now LLM Long Term Stable models (LTS), 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®.
Security implementation considerations
Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see Implement access control in Now Assist AI agents
Considerations for running the autonomous AI Agents
- Activate the agentic workflow.
- Activate all agents within the agentic workflow.
- Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.
For information about Triage cases, see Customer Service Management AI agent collection triage cases agentic workflow.
Standalone AI agents
- There might 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 might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.