Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection test and repair telecom service issues agentic workflow

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection Test and Repair Telecom Service Issues Agentic Workflow

    The Test and Repair Telecom Service Issues agentic workflow allows ServiceNow customers to efficiently resolve broadband and internet service problems using a suite of AI agents. This workflow is designed for troubleshooting, diagnostics, and resolution of customer issues, whether identified by a specific task or description. It integrates with various tables, including Incident, Change Request, Domain Order, Order Task, and Service Problem Case.

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    Key Features

    • AI Agent Utilization: The workflow employs multiple AI agents, each with specific roles, to streamline the service resolution process.
    • Customizable Workflow: Customers can duplicate and modify the agentic workflow according to their unique requirements. Ensure the AI agent's activation for autonomous triggering.
    • Testing Capabilities: Users can access use case testing to evaluate the effectiveness of the workflow before deployment.

    Key Outcomes

    By utilizing the Test and Repair Telecom Service Issues agentic workflow, ServiceNow customers can expect:

    • Improved efficiency in resolving telecom service issues through AI automation.
    • Enhanced customer service experience with timely diagnostics and resolutions.
    • Ability to manage and track service issues effectively with integrated AI support.

    Use the Test and repair telecom service issues agentic workflow to resolve broadband and internet issues.

    Test and repair telecom service issues overview

    Resolve the customer issues using a team of AI agents in the Test and repair telecom service issues agentic workflow. It can handle task requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case), whether an identifier or description for the task is given.

    The Test and repair telecom service issues agentic workflow supports these tables:
    • Incident
    • Change request
    • Domain order
    • Order task
    • Service problem case

    Role required: sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_agent

    To modify the Test and repair telecom service issues agentic workflow Duplicate an agentic workflow, and adjust the settings according to your requirements.

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Test and repair telecom service issues agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Test and repair telecom service issues.

    To create a new 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 use cases.

    To test the use case, see Test an agentic workflow.

    AI agents used in the Test and repair telecom service issues 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.

    AI agent AI agent role
    Service problem manager AI agent

    An AI agent is responsible for planning, orchestrating, and delegating work to other agents.

    Checks the customer inventory status.

    Shows the Knowledge articles.
    Payment status checker AI agent Checks for outstanding bill payments.
    Preliminary troubleshooter AI agent

    AI agent designed to ask questions that are fetched from the structured question generator.

    Activate the structured question generator skill to generate the questions from the skill.

    Check for similar cases for the resolution plan and asks questions from Knowledge Base articles to determine the resolution.
    On-demand service tester AI agent Create a diagnostic task based on the inventory specifications for a Service problem case and execute a test definition.
    Service repairer AI agent Create the repair task for the test runs.