0
7.0.1
Brazil, Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1
Generative AI
The AI agent handles routine inquiries from email and other channels, enabling human agents to focus on real-time interactions. This improves customer satisfaction, speeds up triaging, and boosts productivity by managing escalations, gathering case context, verifying customers and documents, and drafting responses.
Use CSM AI agent collection to boost productivity, and help resolve customer interactions or cases.
1. Customer escalation handler - Defines the process to follow based on the intent and sentiment.
2. Case Context Gatherer - Processes the record content to identify the intent of the record and other case related information.
3. Customer information verifier - Verifies the information of the customer and the record.
4. Customer document verifier - Determines if the provided documents match the list needed for a case or case type.
5. Information email responder - Creates an email draft based on the gathered information and context and asks the agent to verify the content before sending it to the user.
New
- Clarification options are now presented as selectable buttons. Users can select clarification options during an interaction, and the selected option is passed directly to the agent for recommendation.
- Recommendation sources are now accessible within the ServiceNow Otto panel. Agents can review source information without leaving their workspace, following platform-aligned presentation patterns.
- Live Agent Assist references have been updated to Live interaction recommendations AI agent. All references across the codebase, including skill names and AI Search Profile names, now match the new naming convention.
- Customer Service Management AI agent collection is now available in Fluent Support. The app-csm-ai-agents repository has been converted to Fluent, enabling new AI agent capabilities for customer service management.
Changed
- Clarification options have been redesigned for improved usability. The interface now uses buttons instead of text, enhancing the selection experience for users.
- Widget styles for clarification options have been updated. Visual improvements have been applied to ensure consistency and clarity.
- ServiceNow Otto panel source display follows Horizon-aligned patterns. Source information presentation has been updated to match platform standards.
Removed
- Legacy clarification option widget has been deleted. The previous text-based widget is no longer available, replaced by the new button-based interface.
Not applicable for this application version.
ServiceNow Otto for Customer Service Management (CSM) v14.2