on - edited by
Victor Chen
Otto (Now Assist) is the name given to experiences powered by generative AI at ServiceNow. It empowers your agents/customers to get help, solve problems, and answer questions through a variety of new features documented below.
Note: Otto is replacing the Now Assist name in a majority of our product and content. In some cases, the switch-over will be uneven; please pardon our dust.
Where should you start before reading the rest of this guide?
We recommend starting with a foundation of Generative AI concepts with the 10-minute training on Now Learning: Introduction to Generative AI. What you'll learn in this course:
- Recognize common Artificial Intelligence (AI) terms and definitions
- Identify how Generative AI works
- Indicate how industries are impacted by it
- Select which communities will benefit from it
- Its benefits, limitations, and risks
- Recall how ServiceNow uses it
Once you've taken the Introduction to Generative AI course, you can then hop into our Now Assist Essentials course which is only 45 minutes long. This course is going to provide you with a lot of helpful information such as:
- Generative AI terminology
- How Now Assist works in the platform
- How to Install Now Assist
- How to use the Generative AI Controller in Flow Designer and Virtual Agent
- How data is used with Generative AI
What are the prerequisites for installation?
Prior to installing any Now Assist products, you have to have the following:
- An instance with Australia Patch 2+ (or latest version recommended)
- A license that includes AI (Pro Plus or AI SKU)
- Reviewing the free NowLearning course on Now Assist essentials (45 minutes)
Once the above is prepared, you're ready to begin!
How do I install Otto?
- First, ensure that AI search is active. Navigate to "AI Search status" to confirm that AI Search is active (it should be by default), otherwise click "Request AI Search".
Note: AI Search is heavily used in Otto agentic workflows, Panel, and Virtual Agent. See how to configure AI Search in our documentation.
- Navigate to AI admin Center within your instance
- Navigate to the Admin page > AI Plugins
- Click "Get plugins" for the store app you wish to install, e.g., "ServiceNow Otto for IT Service Management (ITSM)". You will be directed to the ServiceNow store to complete installation. (Alternatively, you can visit the "Plugins" page to install directly.)
- Once installed, click "Refresh" to sync the AI plugins page with your freshly entitled store application
*If you see something other than "Get plugins", please contact your account representative
What do I do to introduce (Otto) Now Assist experiences in my instance?
The next step is to configure your particular instance to include Otto products via the configuration of the ServiceNow Otto panel. To do so, follow the below steps:
- After installing at least one Otto plugin, refresh your instance and return to the Home tab of AI Admin Center. You’ll see a banner to turn on the Now Assist Panel. Click Turn on ServiceNow Otto Panel to visit the AI Experiences page.
- Otto Panel should be On by default (the "Turn Off" button appears).
- Under Settings, select Visit Assistant Designer.
- On the Visit Assistant Designer record for Otto Panel - Platform (Default), select Activate on the top right.
How do I enable features and skills?
Features and skills consist of the actual experiences that leverage generative AI. To enable them, follow the below steps:
- From the AI Admin Center, navigate to Asset Inventory and click on the the tab to see the agentic workflows and skills etc. to activate. Many workflows and skills are on by default.
- Review the features that are available for configuration. Determine the skill you wish to enable/disable, and click into the record for details.
Congratulations! You can now access Otto features within your instance.
For more detailed and/or specific information, refer to the product documentation for your specific product or skill.
For specific installation guides, please refer to the following guides within NowCreate. Please note that you have to be logged in to view them:
- AI Agents Resource Guide
- Now Assist for Creator – Implementation Guide
- Now Assist for Workflows – Implementation Guide
- Now Assist for ITSM - Deployment Guide
- Now Assist for HRSD - Implementation Guide
- Updated for Xanadu - Now Assist for Core Platform - Implementation Workshop Presentation
Service Now - Now Assist --Where Its Available as per docs which may change in Future.
Regards
RP
