Now Assist for Customer Service Management (CSM)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Now Assist for Customer Service Management (CSM)

    Now Assist for Customer Service Management (CSM) is a ServiceNow® application designed to enhance customer support efficiency by leveraging generative AI. It helps summarize case information, generate case resolution notes, and summarize chat interactions, enabling agents to quickly understand case and chat contexts to deliver faster resolutions.

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    Key Features

    • Case Summarization: Automatically condenses case details to provide agents with clear, concise information.
    • Resolution Notes Generation: Creates draft resolution notes to streamline case closure processes.
    • Chat Summarization: Summarizes chat interactions to improve agent understanding and response quality.
    • Generative AI Capabilities: Utilizes AI models to support various CSM use cases through an AI agent collection.
    • Configuration and Enablement: Requires configuration within the Now Assist for CSM application to activate and customize AI features.

    Important Considerations

    • Not all AI model providers or Now Assist features are available in all regions or environments, including restricted data centers and regulated markets.
    • Customers should verify current feature availability and provider support in their specific regions or deployments.
    • AI outputs may not always be accurate or complete; human oversight and validation are critical, especially in sensitive domains such as healthcare, finance, or legal sectors.
    • Use of this application requires compliance with ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    Data from customer instances is transferred to a centralized ServiceNow environment, which may include third-party cloud providers like Microsoft Azure, following ServiceNow's internal data policies. Inputs, outputs, and edits from the application are collected to improve ServiceNow AI technologies, with options for customers to opt out of data collection.

    Support and Troubleshooting

    Customers can access assistance via the ServiceNow Community on AI and Intelligence, the Known Error Portal, and ServiceNow Customer Service and Support channels.

    Use the ServiceNow® Now Assist for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    Important:
    • 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. Furthermore, 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 chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). 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.