0
2.1.2
Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9
Generative AI
Auto QA is a native ServiceNow platform capability that automatically scores 100% of customer service cases against configurable quality parameters using AI — replacing manual, sampled case review with comprehensive, unbiased quality assessment. Built as a scoped application inside ServiceNow CSM, it requires no new tools, no additional logins, and no integration projects.
Support organizations today manually review 2–15% of agent interactions per period, leaving up to 98% of interactions unseen. Auto QA closes this gap by scoring every case at closure, surfacing parameter-level scores, score trends, and AI-generated evidence justifications — all inside the platform where supervisors and QA coaches already work.
Auto QA is the only quality assessment capability built natively for ServiceNow CSM customers. It turns every closed case into a quality data point, giving organizations the visibility to understand agent performance patterns at full scale.
- 100% AI Interaction Scoring — Every closed case is automatically scored at the time of closure against your configured quality parameters. No human reviewer required to initiate scoring.
- 10 Configurable Quality Parameters — Evaluate interactions across 7 categories: Communication, Resolution Quality, Empathy, Process Adherence, Documentation, Escalation Handling, and Compliance. Parameters are weighted and configurable by administrators.
- Native Quality Dashboard — A ServiceNow-native dashboard surfaces aggregate and individual agent QA scores, parameter-level trends, case drill-down views, and date-filtered performance views — no separate tool required.
- Skill Template System — Get started quickly with pre-built parameter templates for common support scenarios, or build and save custom configurations for your organization
- New
- ServiceNow Otto is the new AI Experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for Service Quality. Your product entitlements remain unchanged. - Changed
- The engine that evaluates a case when it's closed now runs as a single streamlined step instead of a longer chain of internal steps to minimize failures points.
- The loading time of the Automated Quality Assurance dashboard is optimized to handle large number for records.
- Now Assist for Customer Service Management (CSM) license with latest version of CSM configurable workspace enabled.
Other Requirements:
Admin configuration required: An administrator must configure quality parameters, scoring rubrics, and assign user roles before scoring begins