ServiceNow Otto for CSM - Customer Self-Service

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SERVICENOW OTTO for CSM — Customer Self-Service

Help customers resolve issues faster with
AI-powered self-service

Use ServiceNow Otto for CSM to increase self-service, empower customers to resolve issues faster by surfacing trusted answers, generating helpful content, and automating routine tasks through generative AI, all without the need to contact a human agent.

This includes powerful features across Virtual Agent, smart Portal Case forms, and AI-powered search, delivered in the portal or embedded channels like Engagement Messenger.

Customers interact with intelligent assistants that can answer questions, route issues, or trigger actions. These capabilities are designed to scale support, reduce contact volume, and improve the user experience, especially for first-touch interactions.

Self-Service Skills Measured Success

Self-Service SkillsDiscover more by clicking on each of the skills

1

ServiceNow Otto in AI Search

2

ServiceNow Otto in Virtual Agent

3

ServiceNow Otto in Engagement Messenger

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ServiceNow Otto in Portal Case Form

Measured SuccessHow do we usually measure success in this set of purpose-driven skills?

Outcome	Explanation (with applicable use case)	Success Metric
Reduce number of customer cases worked	Deliver actionable AI answers and conversational virtual agent interactions to customers, leading to fewer cases to the contact center. Use case: Promoted, narrative search results	Customer case volume (#)
Reduce virtual agent implementation and maintenance effort	Reduce time for implementation and ongoing maintenance of virtual agent through user friendly guided setup. Use case: Guided virtual agent setup	Effort to implement and maintain virtual agent (weeks)
Increase customer retention	Improve customer experience via actionable search results, conversational and quick agent interactions to improve customer satisfaction and loyalty. Use case: Promoted, narrative search results	% of customers with unfavorable support experience
Increased case deflection	Reduce volume to Tier 1 support. Use case: In-form case deflection	% of cases created vs. resolved through portal
Faster overall resolution	Guide users with generated articles or suggested steps. Use case: In-form case deflection and conversational catalog	Average time to resolve via self-service
Improved customer satisfaction	Reduce user effort and response friction. Use case: Self-service experiences deployed with AI	CSAT / portal / virtual agent feedback rating

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