0
2.6.6
Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, 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 signals and issues records that have no solutions associated with the 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.
Jan 2026 release
Support renewal & expansion Workflow
- Contract-level analysis: In addition to full engagement analysis, contract-specific evaluation is now supported, focusing on products tied to the contract and utilizing value assessment and product usage AI agents.Health score workflow update:
- Health scoring remains driven by full engagement analysis, with AI agent workflows updated to support the move away from PA and ensure continuity across all workflows.
January Release – Support, Renewal & Expansion Workflows (Quick Update)
We’re rolling out updates across the Support, Renewal, and Expansion workflows with the following enhancements:
- Contract-level analysis: In addition to full engagement analysis, contract-specific evaluation is now supported, focusing on products tied to the contract and utilizing value assessment and product usage AI agents.
- Health score workflow update: Health scoring remains driven by full engagement analysis, with AI agent workflows updated to support the move away from PA and ensure continuity across all workflows.
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