CCSQ Now Assist for CSM
Description
CCSQ Now Assist for CSM (Customer Service Management) is a product inside ServiceNow (SaaS). It integrates Gen AI with CSM, and uses Now LLM (ServiceNow native Large Language Model) to generate contents based on machine learning (ML). Now Assist for CSM helps agents to improve productivity and efficiency and deliver better services. Improve agents' responsiveness and productivity * Quickly get familiar with a case/chat by getting case/chat summarization * Quickly resolve the case by using auto-generated resolution notes.
Detailed example
Agents have quick access to - Case summarization - Chat and agent hand-off summarization - Resolution Notes Generation
AI / analytics pattern
Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
Automation level / stage
c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
Expected benefit
CCSQ Now Assist for CSM (Customer Service Management) is a product inside ServiceNow (SaaS). It integrates Gen AI with CSM, and uses Now LLM (ServiceNow native Large Language Model) to generate contents based on machine learning (ML). Now Assist for CSM helps agents to improve productivity and efficiency and deliver better services. Improve agents' responsiveness and productivity * Quickly get familiar with a case/chat by getting case/chat summarization * Quickly resolve the case by using auto-generated resolution notes.
Controls / human review
ATO: Yes; PIA: Not published
Data needed
Historical CCSQ ServiceNow case data