ServiceNow Otto for Customer Service Management (CSM)
Summarize
Summary of ServiceNow Otto for Customer Service Management (CSM)
ServiceNow Otto for Customer Service Management (CSM) is an application designed to enhance customer service operations by leveraging generative AI capabilities. It helps agents summarize case information, generate case resolution notes, and condense chat interactions, enabling quicker understanding of customer issues and more efficient resolution proposals.
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Key Features
- Case and Chat Summarization: Automatically summarizes case details and chat conversations to provide agents with concise context.
- Resolution Notes Generation: Generates notes for case resolutions to streamline documentation.
- Generative AI Integration: Uses AI models to assist customer service workflows within the CSM environment.
- CSM AI Agent Collection: Offers AI agent use cases tailored to customer service scenarios.
Important Availability and Compliance Notes
- Not all AI model providers or Now Assist features are available in certain regions, regulated markets, or restricted data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected).
- Customers should regularly check ServiceNow’s knowledge base articles for updates on feature and model availability.
AI Usage and Limitations
The application employs AI and machine learning to generate predictions and outputs. However, the outputs may not always be fully accurate or appropriate. Customers are responsible for validating AI-generated content, applying human oversight, and not relying solely on AI for critical decision-making, especially in sensitive domains such as healthcare, finance, legal, security, or infrastructure.
Use of the application requires compliance with ServiceNow’s AI Acceptable Use Policy.
Data Processing and Privacy
- Data from customer instances is transferred to centralized ServiceNow environments, potentially across regions or through third-party cloud providers like Microsoft Azure.
- ServiceNow manages data according to internal policies and compliance standards accessible via the CORE Compliance Portal.
- Input, output, and edits from the application are collected to improve ServiceNow AI technologies.
- Collected data includes case details, chat transcripts, and email information relevant to AI functionalities.
- Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out process.
Getting Help
Support resources include the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support channels to assist with troubleshooting and questions.
Use the ServiceNow® ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.
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Use CSM AI agent collection
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- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Troubleshoot and get help
AI limitations
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, which may be updated by ServiceNow.
Data processing
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.
Data collection
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 chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.
For more information, see the Now Assist documentation.