--- sourceDocument: Yokohama Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/telecom-media-technology Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](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 a specialized application designed to enhance case management and operational efficiency within TMT industries. It leverages generative AI to summarize service problem cases, account onboarding cases, engagements, touchpoints, case resolution notes, and test results. This enables agents to quickly grasp case context and test outcomes, facilitating faster and more accurate customer resolutions. Additionally, it supports automated transformation mapping between provider and consumer instances via Service Exchange. Show full answer Show less ## Key Features * **Case and Test Summarization:** Automatically generates concise summaries of cases and test results to streamline agent workflows. * **Generative AI Capabilities:** Employs AI models to assist with creating resolution notes and understanding case details. * **Agentic Workflows:** Uses AI-driven workflows within Now Assist for TMT to improve operational efficiency. * **Service Exchange Integration:** Automates transformation mapping between different ServiceNow instances to ensure seamless data exchange. * **Configurable AI Assist:** Customers can configure and utilize Now Assist for TMT to tailor AI assistance according to their needs. ## Important Considerations * AI model availability varies by region and customer environment; some features are restricted for in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets. * ServiceNow advises customers to review model provider availability regularly and be aware of feature availability limitations based on deployment locations and compliance requirements. * AI-generated outputs should be used with human oversight, especially in sensitive or high-impact areas such as healthcare, finance, and security, due to potential inaccuracies. * Customers must comply with ServiceNow's AI Acceptable Use Policy when using this application. ## Data Handling and Privacy The application transfers data from individual customer instances to a centralized ServiceNow environment, which may reside in different regions or involve third-party cloud providers like Microsoft Azure. Data handling follows ServiceNow's internal policies, ensuring compliance with relevant standards. ServiceNow collects inputs, outputs, and edits from AI interactions to improve its AI technologies, with options for customers to opt out of data collection. ## Support and Troubleshooting * Customers can access the ServiceNow Community, Known Error Portal, and Customer Service and Support for assistance. * Awareness of AI limitations and responsible use is emphasized to mitigate risks associated with AI-generated content. 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. ## Get started {#now-assist-spmc__section_yzm_tc2_kbc} |-|-|-| | [ExploreLearn more about Now Assist for TMT](https://www.servicenow.com/docs/hmBHzHc30WdDcCc32z2swA "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, internal plays, customer plays, successive initiatives, tests, risk signal and issues, and generate resolution notes. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") | [ConfigureConfigure Now Assist for TMT](https://www.servicenow.com/docs/_UHJHpFmPGR7p7z5uxMyFA "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.") | [Use Now Assist for TMT generative AIUse generative AI capabilities offered by ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/2qdZywLuxK5jNe1eR_Vltw "If you have an agent role, you can summarize the service problem case details, generate the case resolution notes, summarize the tests, account onboarding case details, and engagement and touchpoint details with the ServiceNow Otto for TMT application.") | | | [Use Now Assist for TMT AI agent collectionUse agentic workflows in Now Assist for TMT](https://www.servicenow.com/docs/zS0Eh0sTmUGFNmjxmGWftQ "Use the ServiceNow Otto for TMT agentic workflows to complete tasks autonomously.") | | [ ] {#now-assist-spmc__table_zzm_tc2_kbc} Important: * 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](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 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](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 Now Assist 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=yokohama&pubname=yokohama-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=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).