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.
- Automate the end-to-end creation, validation, and resolution of order exception cases on the Business Portal for Expedite, Additional Quantity, and Ship to Different Location requests.
- Capture customer inputs in the Virtual Agent, extract intent and values inline, validate them against inventory, availability, location, and unit-of-measure rules, and confirm with the customer before acting.
- Run a pricing threshold check and, when required, generate a quote for customer approval before resolving the case and updating case lines to Resolved.
- Hand off seamlessly to a live agent at any failure or rejection point, with full conversation context, case number, and a clickable case link in NAVA preserved.
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)