Now Assist for CSM - Customer Self-Service
New article articles in ServiceNow Community
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Aug 01, 2025
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article
Use Now Assist for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI—all without the need to contact an agent.
Customers interact with intelligent assistants that can answer questions, route issues, or trigger actions. These capabilities are designed to scale support, reduce contact volume, and improve the user experience: especially for first-touch interactions.
Discover more by clicking on each of the skills:
Measured Success
How do we usually measure success in this set of purpose driven skills?
| Outcomes | Explanation (with applicable use case) | Success Metric |
|---|---|---|
| Reduce number of customer cases worked | Deliver actionable AI answers and conversational virtual agent interactions to customers, leading to fewer cases to the contact center Use case: Promoted, narrative search results | Customer case volume (#) |
| Reduce virtual agent implementation & maintenance effort | Reduce time for implementation and ongoing maintenance of virtual agent through user friendly guided setup Use case: Guided virtual agent setup | Effort to implement and maintain virtual agent (weeks) |
| Increase customer retention | Improve customer experience via actionable search results, conversational and quick agent interactions to improve customer satisfaction and loyalty Use case: Promoted, narrative search results | % of customers with unfavorable support experience |
| Increased case deflection | Reduce volume to Tier 1 support Use case: In-form case deflection | % of cases created vs. resolved through portal |
| Faster overall resolution | Guide users with generated articles or suggested steps Use case: In-form case deflection and conversational catalog | Average time to resolve via self-service |
| Improved customer satisfaction | Reduce user effort and response friction Use case: Self-service experiences deployed with AI | CSAT / portal / virtual agent feedback rating |
https://www.servicenow.com/community/csm-articles/now-assist-for-csm-customer-self-service/ta-p/3339452