--- sourceDocument: Australia Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology Release : - australia ft:locale : - en-US ft:publication_title : - Australia Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # now-assist-spmc # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is an application designed to enhance case management and operational efficiency by using generative AI capabilities. It assists agents by summarizing service problem cases, account onboarding cases, engagements, touchpoints, case resolution notes, and test results. This helps agents quickly understand case contexts and propose faster resolutions to customers. The application also supports automated transformation mapping between provider and consumer instances within Service Exchange. Show full answer Show less ## Key Features * **Case and Test Summarization:** Automatically summarizes various case types and test runs to provide clear insights for agents. * **Generative AI Capabilities:** Uses AI to generate relevant notes and summaries, improving agent productivity and customer response times. * **Service Exchange Integration:** Enables automated transformation mapping between provider and consumer ServiceNow instances. * **License-Dependent Access:** Feature availability depends on the license tier, including access to generative AI skills, agentic workflows, and AI agents. ## Important Considerations * Not all AI model providers or features are available in every region or regulatory environment, such as in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted environments. * ServiceNow continuously updates model availability; customers should check for the latest information on supported AI features. * The application uses AI and machine learning which may not always produce fully accurate or appropriate results. Customers should apply human oversight and thoroughly test outputs before use, particularly in sensitive or high-impact areas. * Data processed by the application may be transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) under ServiceNow's compliance policies. * ServiceNow collects input, output, and edit data from the application to improve its AI technologies. Customers have the option to opt out of future data collection. ## Getting Started and Support Customers can configure and use the application's generative AI capabilities following ServiceNow guidance. For troubleshooting and assistance, resources include the ServiceNow Community, Known Error Portal, and Customer Service and Support. Use the ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Get started {#now-assist-spmc__section_yzm_tc2_kbc} |-|-|-| | [ExploreLearn more about ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/STwSay9Qbsabl~~EuMcpKw "With the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application, your agents can use generative AI to summarize service problem cases, account onboarding cases, engagements, touchpoints, and internal plays. Agents can also summarize customer plays, successive initiatives, tests, risk signals, and issues, and generate resolution notes. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") | [ConfigureConfigure the ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/tX3KefuHtIRkTscDtzGjzA "Configure the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and in Core UI.") | [UseUse generative AI capabilities offered by ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/pNTe19JbxcuURcyEa0fgOg "If you have an agent role, you can use ServiceNow Otto for TMT to summarize cases, product inventory, touchpoints, engagements, plays, success initiatives, and automate transforms.") | [ ] {#now-assist-spmc__table_zzm_tc2_kbc} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-spmc__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-spmc__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-spmc__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-spmc__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-spmc__section_e1n_tc2_kbc} * [ServiceNow Community AI \& Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-spmc__ul_lfv_yc5_bzb} ## AI limitations {#now-assist-spmc__section_cbz_1wg_2zb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-spmc__p_kv2_nfg_h1c} ## Data processing {#now-assist-spmc__section_dbz_1wg_2zb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-spmc__p_lv2_nfg_h1c} ## Data collection {#now-assist-spmc__section_ebz_1wg_2zb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).