Customer Service Management (CSM)

Revolutionise customer service and deliver great experiences with AI. Accelerate self-service, improve agent productivity and speed resolution time while reducing costs.

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How does CSM work?

Connect people, data and processes in one system of action with CSM. Make self-service smarter, free up agent time to focus on the customer and intelligently orchestrate and automate workflows for faster issue resolution. Our single architecture, prebuilt workflows and built-in AI agents deliver rapid value, reduced costs and drive ongoing results.

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Our Case Studies

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy
ITOM   |   Oct 06, 2026

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy

Reducing Software Costs with Real-Time Usage Data and CMDB Accuracy

Powering Arsenal FC’s IT Evolution with a Unified & Scalable ServiceNow Foundation
ITSM   |   Oct 06, 2026

Powering Arsenal FC’s IT Evolution with a Unified & Scalable ServiceNow Foundation

Powering Arsenal FC’s IT Evolution with a Unified & Scalable Service...

Faster Processes, Better Data: RM Education’s ServiceNow Transformation
ITSM   |   Oct 06, 2026

Faster Processes, Better Data: RM Education’s ServiceNow Transformation

Faster Processes, Better Data: RM Education’s ServiceNow Transformat...

Benefits of CSM

Accelerate self-service

Deflect calls and boost satisfaction by enabling customers to get answers and take action through AI-powered conversational chat, portals, AI Voice Agents and more.

Increase agent productivity

Free up agents to focus on customers. Let AI agents handle routine tasks and provide AI-generated case summaries, recommended actions and call notes.

Speed up issue resolution

Automate routine and complex tasks and let AI agents do the legwork. Uncover bottlenecks and simplify processes to resolve issues quickly and consistently.

Transform with a single platform

The ServiceNow AI Platform unites AI agents, data and workflows on one enterprise-grade platform built for scale, trust and efficiency.

Why this matters

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Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

content
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

content
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

content
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

content
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

services
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

services
rectangle-L2V4 Designing for the Digital Consumer Mind Thumbnail-1
1:00

Using Hubspot Free Marketing tools

Align your sales and marketing strategies effectively by targeting ideal prospects through personalized outreach. Discover best practices for email and social campaigns, actionable reporting insights, and setting up successful ABM campaigns in HubSpot.

services

Use cases for CSM

Class environment

AI Agents

Let AI agents handle routine tasks and complete processes autonomously, freeing up human agent time and helping scale the call centre 24/7.

Talk to an Expert

Our Insights

Kaptius Hits 9 ServiceNow Validated Practice Accolades
ITSM   |   Sep 30, 2026

Kaptius Hits 9 ServiceNow Validated Practice Accolades

Kaptius adds FSM, Now Assist for CSM, Now Assist for ITSM and Manufa...

Kaptius Hits 9 ServiceNow Validated Practice Accolades Gowtham Yeramanasetti
From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience
now-assist   |   Sep 08, 2026

From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience

ServiceNow Otto powers Employee Slate's AI-first experience, replaci...

From Service Portal to Employee Slate: How ServiceNow Otto Is Rewriting the Employee Experience Rajkumar Yajjavarapu
The EU AI Act timetable after the Digital Omnibus: what actually applies, and when
AI   |   Aug 04, 2026

The EU AI Act timetable after the Digital Omnibus: what actually applies, and when

The Digital Omnibus deferred the EU AI Act’s high-risk obligations t...

The EU AI Act timetable after the Digital Omnibus: what actually applies, and when Poornachander Kola

We win together

A nice bunch of humans is part of the package too.

Understanding the gravity of investing in a platform, Kaptius is steadfast in its pursuit to extract maximum value. Every penny, every hour you invest, matters to us.

We leverage our deep insights and proficiency to ensure that your investment in ServiceNow reaps substantial, tangible benefits, propelling your business forward.

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