Now Assist for Telecommunications, Media and Technology (TMT) Customer voice quality issue resolution agentic workflow

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) Customer Voice Quality Issue Resolution Agentic Workflow

    This agentic workflow is designed to assist wireless providers in resolving customer voice quality issues efficiently. It collects customer information, integrates subscriber experience profiles from RADCOM, and creates a service problem case, ultimately linking subscriber details with service performance metrics for faster issue resolution and reduced churn rates. The workflow is triggered by new interactions in the CSM Interaction record categorized as Phone or Chat under Network.

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    Note: The workflow is available in read-only mode and must be duplicated and adjusted before use.

    Key Features

    • Role Masking: Requires the snsprbmgmt.agent role, allowing users to limit roles and privileges during execution.
    • Application Dependency: Requires the Customer Service and Customer Service Problem Management applications.
    • Third-Party Integration: Uses the RADCOM ticket handling agent to access customer experience profiles.

    Key Outcomes

    This workflow streamlines the resolution process for voice quality issues, enabling agents to access detailed customer interaction data and service quality metrics quickly. By effectively managing these issues, organizations can enhance customer satisfaction and retain subscribers.

    To test the agentic workflow, navigate to All > AI Agent Studio > Testing, and select Customer voice quality issue resolution. This ensures that the integration and functionality meet your operational needs.

    Use this agentic workflow to resolve customer voice quality issues.

    Customer voice quality issue resolution agentic workflow overview

    This agentic workflow gathers customer information, collects the subscriber experience profile from RADCOM, and creates a service problem case. By integrating RADCOM's AI agents with ServiceNow AI agents, wireless providers can link subscriber details with key service performance metrics. This integration enables swift resolution of service issues and reduces churn rates.

    This agentic workflow is triggered when a new interaction is created in the CSM Interaction record under the following conditions:
    • Type: Phone or Chat
    • Category: Network
    Note:
    The Customer voice quality issue resolution agentic workflow is available in read-only mode. Before using the workflow, you must make a copy and adjust the settings according to your requirements. See Duplicate an agentic workflow for details.

    Role masking

    Required role: sn_sprb_mgmt.agent

    Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Application dependency

    The Customer voice quality issue resolution agentic workflow has the following dependencies:
    • Customer Service (sn_customerservice)
    • Customer Service Problem Management z(sn_sprb_mgmt)

    Configure the Customer voice quality issue resolution agentic workflow

    This agentic workflow requires a third-party agent, the RADCOM ticket handling agent, to retrieve the customer experience profile. To use the third-party agent, you must create an external agent by following the steps listed in the Create an external AI agent with manual integration section.

    Test the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Customer voice quality issue resolution.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agents used in the Customer voice quality issue resolution agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    Table 1. AI agents and their role in the Customer voice quality issue resolution agentic workflow
    AI agent AI agent role
    Customer interaction context gatherer AI agent
    • Retrieves and analyzes customer interaction data.
    • Provides detailed contextual information regarding customer communication patterns, product usage history, and relevant troubleshooting information.
    RADCOM ticket handling AI agent (external agent) Retrieves subscriber profile including network usage patterns, service quality metrics, and customer behavior insights.
    Ticket creation AI agent
    • Identifies duplicate records, determines case type, and verifies documents.
    • Checks existing cases and creates a new case.