0
2.1.0
Zurich Patch 1, Zurich, Yokohama Patch 6, Yokohama Patch 3
AI Agents for Customer Success Management revolutionize how Success organizations nurture their engagements, by proactively identifying health tends, and optimizing common success workflows. Leveraging advanced AI and machine learning on the AI Platform of ServiceNow, these intelligent agents automate, analyze, and personalize customer engagements at scale, ensuring enhanced customer retention, satisfaction, and lifetime value.
May 2025 AI Agents
- Success health monitor AI agent: Gathers information for selected customer success engagements and creates risk signals and issue records if told to by the Success trend analysis AI Agent
- Success risk solution AI agent: Checks for risk signal and issues records that have no solutions associated with record and asks the Customer Success Manager in the Now Assist Panel, which Success Play should be run
Sept 2025 release
Trigger risk mitigation touchpoint workflow
- 1.Meeting Draft Creator AI Agent
- 2.Draft Meeting Scheduler AI Agent
Support renewal & expansion Workflow
- Renewal analysis AI Agent - Analyzes renewal possibilities and triggers appropriate renewal flows based on assessment results.
- Success insight AI Agent - Populates score data and delivers trend analysis to support informed decisions.
- Value realization assessor AI Agent - Analyzes value realized by tracking service metrics and customer goal achievement over time.
CHANGED:
- Success analysis AI agent has been removed, and we have introduced a new skill for trend analysis. The skill name is Analyze metric data trend.
NEW: Agentic workflows
Workflow: Trigger risk mitigation touchpoint workflow
- 1.Meeting Draft Creator AI Agent - Automates meeting draft creation using context and history, ensuring completeness and reducing manual effort
- 2.Draft Meeting Scheduler AI Agent - Automates virtual meeting scheduling by collecting invitee and provider details from the user.
Workflow: Support renewal and expansion
- a. Renewal analysis AI Agent
- b. Success insight AI Agent
- c. Value realization assessor AI Agent
Requires these plugins or better:
- Now Assist Admin Console - 6.0.3
- Now Assist AI Agents - 4.0.2
- Now Assist in Document Intelligence - 1.0.7
- Now Assist for Platform - 6.3.0
- UXC Generative AI - 8.9.0
- Group-Action Framework - 2.0.4
- Generative AI Controller - 8.2.7
- Now Assist in Virtual Agent - 8.0.8