Maven AppsCX EcosystemsServiceNow

ServiceNow Overview

Maven AGI integrates seamlessly with ServiceNow to provide AI-powered agent assistance across Service Operations Workspace (SOW), Customer Service Management (CSM), and IT Service Management (ITSM) workspaces.

Overview

ServiceNow is an enterprise service management platform that helps organizations manage customer support and internal IT operations. Maven’s integration brings intelligent copilot capabilities directly into your ServiceNow workflows, enabling support agents to deliver faster, more accurate responses to end users.

Key Capabilities

Agent Assist Copilot

Maven’s sidebar UI copilot appears within ServiceNow workspaces, providing:

  • Contextual Suggestions: Automatically generates response recommendations based on the current incident, case, or interaction
  • Knowledge Search: Agents can ask questions and search your Maven knowledge base directly from the sidebar
  • Real-time Assistance: Provides instant answers as agents work through tickets without leaving ServiceNow

The copilot integrates with:

  • Service Operations Workspace (SOW): Unified workspace for managing incidents, requests, and cases
  • Customer Service Management (CSM): Support external customer inquiries
  • IT Service Management (ITSM): Handle internal employee support requests

Knowledge Connector

Maven’s Knowledge Connector app syncs content from your ServiceNow knowledge base into Maven, enabling:

  • Unified Knowledge Access: Maven can reference ServiceNow articles when generating responses
  • Automatic Sync: Knowledge base updates in ServiceNow are reflected in Maven
  • Cross-platform Consistency: Ensure agents get the same accurate information across all support channels

Use Cases

Service Operations Workspace (SOW)

Teams using ServiceNow SOW can leverage Maven to:

  • Streamline incident and case management with AI-powered assistance
  • Accelerate resolution times through intelligent response suggestions
  • Maintain consistency across all service operations workflows
  • Improve agent productivity with contextual knowledge access

Customer Service Management (CSM)

Support teams using ServiceNow CSM can leverage Maven to:

  • Quickly resolve customer inquiries with AI-generated responses
  • Reduce average handle time by surfacing relevant knowledge articles
  • Maintain consistency across agent responses
  • Onboard new agents faster with intelligent assistance

IT Service Management (ITSM)

IT support teams using ServiceNow ITSM benefit from:

  • Faster resolution of internal employee tickets
  • Consistent IT policy and procedure guidance
  • Reduced escalations through better first-line support
  • Knowledge retention as experienced agents’ expertise is captured

Integration Architecture

Maven integrates with ServiceNow through:

  1. Copilot Sidebar App: Installable from the ServiceNow Store, the Maven copilot appears as a sidebar in Service Operations Workspace (SOW) and CSM workspaces
  2. OAuth Authentication: Secure connection using ServiceNow’s OAuth 2.0 Client Credentials Grant
  3. Context Ingestion: Maven automatically reads the current ticket context (description, customer information, conversation history)
  4. Knowledge Connector (Optional): Syncs ServiceNow knowledge base articles into Maven’s knowledge graph

ServiceNow Partnership

Maven AGI is a proud ServiceNow Build Partner, ensuring our integration meets enterprise security and reliability standards. Our partnership enables us to deliver:

  • Native ServiceNow Store distribution
  • Enterprise-grade security and compliance
  • Dedicated support for ServiceNow customers

Getting Started

To set up Maven with ServiceNow:

  1. Install the Copilot App: Download Maven AGI Copilot from the ServiceNow Store or install from My Company Applications
  2. Configure OAuth: Set up secure authentication between ServiceNow and Maven
  3. Configure App Properties: Set your Maven organization and agent IDs
  4. Add to Workspaces: Configure the copilot sidebar in your Service Operations Workspace and/or CSM workspace
  5. (Optional) Install Knowledge Connector: Sync your ServiceNow knowledge base with Maven

For detailed setup instructions, see the ServiceNow Setup Guide.

ServiceNow Versions Supported

Maven’s ServiceNow integration supports:

  • ServiceNow Xanadu: Requires modified configuration paths (see setup guide for details)
  • ServiceNow Yokohama: Full support with standard configuration
  • ServiceNow Zurich: Full support with standard configuration

Resources