Now Assist for Telecommunications, Media and Technology (TMT)
Summarize
Summary of Now Assist for Telecommunications, Media and Technology (TMT)
The ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application uses generative AI to help agents efficiently summarize service problem cases, generate case resolution notes, and summarize test results. This capability enables agents to quickly understand the context of service issues and testing outcomes, facilitating faster and more informed customer resolutions.
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Key Features
- Case Summarization: Automatically condenses service problem cases to highlight critical information for agents.
- Resolution Note Generation: Produces draft notes summarizing how cases are resolved to streamline documentation.
- Test Summarization: Summarizes test runs to provide clear insights into test results related to service cases.
- AI Agent Collection: Utilizes specialized AI models tailored for the Telecommunications, Media, and Technology sectors to improve accuracy and relevance.
Important Considerations
- Not all AI model providers or Now Assist features are available for customers with in-country SKUs or in certain regulated or restricted environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted environments).
- Availability of features may vary by region, and customers should check for updates in future releases.
- AI-generated outputs should be reviewed by humans and tested for accuracy and appropriateness before making decisions, especially in sensitive domains like healthcare, finance, legal, and security.
- Use of the application is subject to ServiceNow’s AI Acceptable Use Policy.
Data Handling and Privacy
- Data from customer instances is transferred to a centralized ServiceNow environment and may be hosted on third-party cloud providers such as Microsoft Azure, following ServiceNow’s internal policies and compliance standards.
- Inputs, outputs, and any edits made within the application are collected to improve ServiceNow’s AI technologies.
- Customers have the option to opt out of data collection at any time.
Support and Troubleshooting
- ServiceNow Community and AI & Intelligence resources are available for user support.
- Known error articles can be searched in the Known Error Portal.
- Customer Service and Support are accessible for further assistance.
Use the ServiceNow® Now Assist for Telecommunications, Media and Technology (TMT) application to summarize service problem cases, generate the case resolution notes, and summarize tests. You can enable your agents to understand the service problem case context and test results so that they can propose quicker resolutions to your customers.
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- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.