Now Assist for Manufacturing Commercial Operations (MCO) brings ServiceNow's agentic AI capabilities to purpose-built manufacturing workflows. Designed for recall managers, the application automates complex, time-intensive steps in recall campaign planning and execution — from extracting corrective actions out of technical documents to building optimized, phased rollout plans based on parts availability and asset impact.
With AI agents handling the heavy lifting, recall managers can shift their focus from manual data entry and spreadsheet wrangling to strategic oversight and faster time-to-resolution for affected customers.
Quality: Non Conformance Submitter Workflow
This workflow brings AI-guided structure to issue reporting. Designed to help field teams, service partners submit accurate and complete Non-Conformances, the workflow reduces back-and-forth clarification and improves downstream resolution speed.
Starting with install base selection, related context such as account and service organisation is automatically populated to reduce manual effort. Users describe the issue in natural language while AI evaluates the content using the 5W2H framework, highlights gaps, and suggests improvements. The system extracts key details, predicts relevant fields, and identifies potential duplicate cases before submission. Users can attach evidence, document correction actions and associated costs, review all captured information in a consolidated view, and submit with confidence. Incomplete submissions can be resumed directly from the standard ticket page.
AI Agents
Create Recall Corrective Actions Agent
Recall campaigns often begin with dense technical documents — repair instructions, service bulletins, engineering notices — that must be manually reviewed and translated into structured corrective actions. This agent automates that process.
Plan and Execute Recall Campaign Phases Agent
Planning a recall rollout across thousands of impacted assets — while accounting for parts constraints and servicing capacity — is one of the most complex tasks a recall manager faces. This agent turns that process from weeks of manual planning into an AI-driven recommendation.
Quality: Non Conformance Submitter Workflow
AI-Guided Submission Experience
A structured, playbook-driven workflow that guides users step-by-step to submit complete and accurate Non-Conformances.
Enhance Non-Conformance description skill [New Skill]
Evaluates unstructured issue descriptions, highlights missing details, and suggests improved versions for clarity and completeness.
Intelligent Field Prediction using Integrated Playbook Agents
Automatically extracts insights from descriptions and attachments to answer 5W2H questions and predict severity, issue type, & other structured fields.
AI-Powered Duplicate Detection
Identifies similar existing Non-Conformances before submission, allowing users to deflect duplicates and follow progress via watchlist.
Early Correction & Cost Capture
Enables users to document implemented correction actions, attach evidence, and itemize costs through expense lines.
New - Plan and Execute Recall Campaign Phases Agent
Changed - Changes to how asset applicability conditions in corrective actions are set based on information from the repair instructions document
Requires MCO Pro Plus SKU