Using agentic workflows in Now Assist for Telecommunications, Media and Technology (TMT)

  • Release version: Xanadu
  • Updated February 21, 2025
  • 1 minute to read

    • Use the TMT AI agent collection to complete tasks autonomously.

    Table 1. Available agentic workflows for AI agents for Now Assist for Telecommunications, Media and Technology (TMT)
    Agentic workflow name Description Available AI agents
    Test and repair telecom service issues

    The agentic workflow gets triggered when the service problem case is assigned to the case agent and the state of the case is Open or New. The customer raises a case on the service disruption.

    The service problem case (SPC) starts with the SPC number.

    This AI agent is designed to handle the service problem case requests that require troubleshooting, diagnostics, analysis, or resolution for a task (case), whether an identifier or description for the task is given. It’s also capable of retrieving relevant context and details related to the task given to them.

    AI agents perform their tasks to resolve the customer issue.
    • Service problem manager AI agent
    • Customer payment status AI agent
    • Preliminary troubleshooter AI agent
    • On-demand service tester AI agent
    • Service repairer AI agent
    Analyze risks and recommend solutions Retrieves applicable risks and proactively suggests solutions with minimal user intervention. Success risk manager AI agent
    Monitor engagement health Monitors the health score trends for all active engagements and triggers risk signals when declined.
    • Success trend AI agent
    • Success health monitor AI agent
    Looking for an AI agent?
    • 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.
    Important:
    By default, all use case and AI agent records are read only.
    To run the use case autonomously, activate the trigger. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    To configure AI Agent Studio, see AI Agent Studio and Configuring Now Assist AI agents.

    To install AI Agent Studio, see AI Agent Studio and Install Now Assist AI agents.

    To view all the available AI agents, see Find AI agents.