CCSQ Now Assist for CSM

Overview

Development stage

DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Not reported

Start date

2024-12 (month precision)Source: Dec-24

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Information Technology

Operational functions

Summarization, Public-facing customer service Derived by keyword rules; see methodology

Problem the AI is intended to solve

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.

Expected benefits

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.

System outputs

Agents have quick access to  - Case summarization - Chat and agent hand-off summarization - Resolution Notes Generation

Technology

AI classification

Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).

System name(s)

Quality Service Center (QSC)

Custom-developed code

Yes

Public source code

Not reported

Sourcing

How it was built

Purchased from vendorSource: a) Purchased from a vendor

Vendor (as reported)

Not reported

Vendors (standardized)

None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

Yes

Privacy Impact Assessment

Not reported

Authorization to Operate

Yes

Demographic features

k) None of the above

Training and evaluation data

Historical CCSQ ServiceNow case data

Federal Data Catalog

Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Potential impacts and how they were identified

Not reported