0
2.0.3
Australia, Zurich Patch 7, Zurich Patch 4, Yokohama Patch 11
Generative AI
Now Assist for Order Management leverages generative AI and ServiceNow’s intelligent workflows to streamline complex order management processes.
Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.
- Manage order operations: Automate the intake process for order case creation from the Business Portal.
- Manage invoice operations: Automate the intake and resolution of invoice cases from the Business Portal.
- Summarization for Order Management AI agent: Empower order agents and fulfillment agents with instant order summaries that drive faster action.
- Manage return operations: RMA AI agent
- Assist Order Management AI agent: Accelerate order capture and turnaround by providing quick actions in one place
New:
- An AI-powered assistant that handles invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate resolution.
- RMA AI Agent can automate case intake, guide customers through diagnostics, validate entitlements and service contract to pre authorize RMA Cases to provide appropriate resolution and provide real time tracking of the updates to customer personas
- Assist Order Management AI Agent for order management is a conversational assistant embedded in the order workspace that can help answer context-specific questions, take actions, all within a single interface. It can help agents perform bulk updates, manage line items, and create order cases directly from an order. It helps order agents reduce processing time and minimize the risk of errors when performing repetitive tasks.
- Manage invoice operations
- Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
- Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace.
- Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
Required plugins and products:
- Now Assist for Platform (com.sn.now.platform)
- Manage Order Operations (com.sn_ord_ops_aias)
- Summarization for Order Management (com.sn_ord_sum_skill)
- Manage Invoice Operations (com.sn_inv_ops_aias)
- Assist Order Management AI Agent(com.sn_order_cap_aias)
- Customer Service RMA AI Agents(com.sn_csm_rma_case_aias)