0
14.2.0
Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama
Generative AI
ServiceNow Otto for Customer Service Management (CSM) brings GenAI and agentic AI to every service channel — voice, chat, email, and web. AI agents autonomously handle routine requests end-to-end, while live agents get full context transfer with built-in summarization, content generation, recommendations, and AI-powered search. Customize AI behavior to your specific processes with configurable prompts, grounding across four dimensions — data, instructions, relationships, and actions — and Skill Kit for building or customizing GenAI skills.
- Triage cases agentic workflow – Automates case triage with AI agents for context validation, duplicate identification, entity extraction, document verification, and intelligent routing
- Provide Customer 360 insights agentic workflow – AI agents surface case actions, customer insights, and troubleshooting steps from a unified view
- AI voice agents – Handle case status inquiries and case creation over voice channels
- Case, chat, call, and sidebar summarization – Summarize any interaction with GenAI so agents get context immediately
- Email and chat reply recommendations – Generate contextual reply recommendations to reduce agent effort
- Resolution notes and KB generation – Automatically generate resolution notes and knowledge base articles from completed interactions
- AI Search – Surface relevant knowledge and solutions in real time, with conversational search in the ServiceNow Otto panel
- Virtual Agent – Deflect routine inquiries with conversational answers and scheduling
- Suggested steps generation – Provide AI-generated step-by-step guidance to help agents resolve cases
- Sentiment analysis and trending topics – Identify at-risk interactions and monitor emerging issues from dedicated dashboards
- Activity response generation – Generate responses within the activity stream with multiple options for handling interaction data
- Service recommendations – Recommend case types based on entitled products connected through service definitions
- Chat and Voice interaction Wrap Up – Streamline post-interaction work with GenAI-powered wrap-up for chat and voice channels
- Case Deflection in Portal – AI-assisted answers in the case submission form in the portal
- Engagement Messenger – Extend GenAI capabilities to the Engagement Messenger channel
- Skill Kit – Customize existing GenAI skills or build net-new ones tailored to your service processes
- Configurable prompts and grounding – Tailor AI behavior across four dimensions: data, instructions, relationships, and actions
- ServiceNow Otto for ITSM – All ITSM GenAI skills and entitlements included
- Platform GenAI skills – ServiceNow Otto for Knowledge, Generative AI Framework, and other platform-level capabilities
Changed:
ServiceNow Otto is the new Al experience brand. This change is reflected in the name of ServiceNow products, including Customer Service Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
- Required plugins and products: Customer Service Management (com.sn_customerservice)
- Dependencies: AI - platform
- Install the latest version of CSM Configurable Workspace: SR - CSM - CSM Configurable Workspace Bundle v4.0 or higher