Kickstart your Agentic AI journey in CSM with foundational knowledge and best practices. Learn how to confidently build your first AI Agent for Customer Service Management or even your industry-specific product. This interactive journey begins with using generative AI to enhance customer self-service and progresses to applying agentic AI to boost live agent productivity. It concludes with guidance for admins on efficiently configuring and optimizing AI Agents to deliver personalized, scalable, and customer-centric solutions powered by AI.

• 9:00 AM - 9:15 AM | Welcome & Introductions
• 9:15 AM - 9:45 AM | ServiceNow’s AI CRM Approach & Demonstration
• 9:45 AM - 11:00 AM | CSM AI Lab: Build your first Agent on CSM
• 11:00 AM - 11:30 PM | Partner showcase
• 11:30 AM - 12:00 PM | Networking Break
• 12:00 PM - 1:00 PM | Lunch