--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Activate ServiceNow Otto Skills # Activate ServiceNow Otto Skills {#ariaid-title1} * Release version: Zurich * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Turn on the AI skills to automate tasks such as case summarization, wrap-up completion, and conversational knowledge search- reducing manual work and improving case resolution speed. Activation configures which skills agents access, where they appear, and which roles can use them. You customize prompts and set availability conditions so AI capabilities appear only where they add value. This video provides an overview of how you can set up skills and monitor and analyze usage via the AI Admin Hub console. Each skill is configured separately, and tailored to support agents across various platforms. The following AI generated skills are available to be configured for use within CSM. {#activate-now-assist-for-customer-service-management-csm-skills_0__table_chat_summary_triggers__entry__2} | Skill | Description | |-|-| | Chat Summarization | Generate condensed summaries of conversations between agents or Virtual Agents and highlight key points for quick reference. For more information, see [Configure chat summarization](https://www.servicenow.com/docs/W_mN072MMwfz78kxMnJU4A "Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference."). | | Call Summarization | Generate summaries of agent-customer calls within the Active Chat window to capture key call details for better agent follow-up and record keeping. For more information, see [Configure call summarization](https://www.servicenow.com/docs/AKy03Ofh2jhSuvBSTE2QSw "Configure Call Summarization to automatically generate summaries of agent-customer calls within the Active Chat window to capture key details for better agent follow-up and record keeping."). | | Resolution Notes | Create summaries of case resolutions to help agents quickly understand resolution details and reference notes in future similar interactions. For more information, see [Configure resolution notes generation](https://www.servicenow.com/docs/v5Fcx_BnPkjrSgA5PwCQPA "Configure the Resolution Notes skill to create concise summaries of case resolutions, helping agents quickly understand resolution details and support future similar interactions."). | | Knowledge Generation | Draft knowledge articles based on resolving case tasks for agents to review and edit before publishing. For more information, see [Configure knowledge generation](https://www.servicenow.com/docs/TYFhlIq7MJXuZFzqgQuT7w "Configure the Knowledge Generation skill to draft knowledge articles on resolving case tasks for agents to review and edit before publishing."). | | Chat Reply Recommendation | Help agents generate replies for chat messages based on conversation context. For more information, see [Configure chat recommendation](https://www.servicenow.com/docs/Uojz9GSaJRCb17v8COaVxQ "Use the guided setup in the AI Admin Hub console to configure chat recommendation by defining triggers, specifying inputs, setting the display location, and activating the feature."). | | Email Recommendation | Generate and refine efficient email responses based on conversation context. For more information, see [Configure email recommendation](https://www.servicenow.com/docs/L1MQ03_LfDZ9EIaFlM~4mQ "Configure email reply recommendation to help agents generate and refine efficient email responses based on conversation context."). | | Sentiment Analysis | Analyze case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently. For more information, see [Configure sentiment analysis case](https://www.servicenow.com/docs/vrzaUFpGXrMn2q0U1IAp2A "Configure Sentiment Analysis to evaluate case sentiment, trends, and reasoning from case inputs, helping agents resolve cases more efficiently."). | | Suggested steps | Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution. For more info, see [Configure Suggested Steps Generation](https://www.servicenow.com/docs/omePtp2bSGslmQp2WqdIIQ#configure-suggested-steps-generatin-in-now-assist "Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting."). | | Sidebar summarization | Generate a summary of Sidebar discussions between agents, requesters, and subject matter experts quickly. For more info, see [Configure Sidebar Summarization](https://www.servicenow.com/docs/WyMICkbY1emu8GVhjPpLYA "Configure sidebar summarization to generate summaries of sidebar discussions for quick agent understanding, allowing for faster collaboration."). | | Case summarization | Summarize the case details and display this information on the case record, helping the agents to come to speed quickly on cases. For more info, see [Configure Case Summarization](https://www.servicenow.com/docs/z6wNzZUOiBdwFhP9~NWlnQ "Configure case summarization to generate and display case summaries for agents and control who can access them in production."). | | Activity response generation | Automatically generate recommendations for resolution notes, work notes and comments, helping agents add informative updates to case records For more info, see[Configure activity response generation](https://www.servicenow.com/docs/Iju12odE~MAxX~QSyfmCVw "Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes."). | | Trending topics dashboard | View trending topics across cases with insights and visualizations, helping track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info see, [Configure trending topics dashboard](https://www.servicenow.com/docs/d29L09KRCCsg4e9s8NiQ_Q "Configure the trending topic dashboard to identify clusters of related records, visualize their volume and sentiment over time, and use AI-generated insights to resolve issues."). | | Sentiment analysis dashboard | Gain a complete picture of customer sentiment across all cases. This dashboard leverages LLM-powered analysis to explain sentiment trends and their underlying drivers. Drill down into specific patterns to identify root causes and access real-time insights that enable managers to take precise, informed action. For more info, see [Use sentiment analysis dashboard](https://www.servicenow.com/docs/GNIHAEAVBtJwjcnDl24~Mg "Visualize and interpret customer sentiment across cases using the sentiment analysis dashboard and GenAI insight cards.") | | Customer summarization | Generate concise summaries of customer interactions and case history, capturing key details, decisions, and context in one view. This helps agents quickly understand the customer's situation without reading through lengthy case notes, improving first-contact resolution and personalization. The skill pulls relevant information from case records and activity streams to create a structured summary that enables agents to respond more effectively and efficiently. For more info see, [Configure Customer summarization in ServiceNow Otto for CSM](https://www.servicenow.com/docs/VU9G~q7hfelRkGSa4fwnQA "Turn on the Customer summarization skill in ServiceNow Otto for CSM and configure user access and role restrictions to control who can use the skill and what data it can access."). | | Special handling notes summarization | Automatically capture and organize critical handling instructions from customer records, creating a concise summary of special requirements, restrictions, or preferences that agents must know. This helps agents quickly identify important context- such as accessibility needs, communication preferences, or service constraints- without searching through scattered notes. For more info see, [Configure special handling notes summarization in ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/y3dmcdIUowR7BGdJShrA2Q "Activate the Special Handling Notes summarization skill to enable ServiceNow Otto for CSM to generate concise summaries of special handling notes on the Case Insights section."). | | AI in portal case form | Enable the customers to receive AI-powered assistance directly within the self-service portal when submitting or updating cases. Customers can get real-time suggestions, recommended solutions, or clarifying questions as they fill out case forms, improving issue description quality and reducing resolution time. For more info, see [Set up AI in the portal case form](https://www.servicenow.com/docs/uOL9x_ZyzHWKYclZ863jtw "Configure AI in portal case form to minimize case creation when a resolution already exists in the current knowledge base or external sources."). | | Service Recommendations for Interactions | Use AI to suggest relevant services, products, or solutions to agents during customer interactions based on customer history and needs. Agents receive real-time recommendations that help identify cross-sell and up sell opportunities while addressing the customer's current issue. For more info, see [Configure service recommendations for interactions](https://www.servicenow.com/docs/NvY~5i32wVCfjKJXl_dZcQ "Configure the service recommendations for interactions skill in the to streamline case creation. This skill reduces cognitive effort, saves time, and promotes accurate case routing.") | | Complaint case summarization | Automatically generate concise summaries of customer complaints, capturing the core issue, customer sentiment, and resolution details in a structured format. This helps agents and managers quickly understand complaint severity and root causes without reading through lengthy complaint notes, enabling faster escalation and resolution. For more info, see [Customer Service Management accelerate complaint case handling AI agent collection](https://www.servicenow.com/docs/rfN21fQt7iKIxJWOc1iGFw "The Accelerate complaint case handling agents can work alongside human complaint agents to intake complaints, triage complaints, summarize cases, and answer research queries. The agents review previously attempted troubleshooting steps and propose resolution plans based on similar complaint cases or knowledge articles.") | [Table 1. AI generated skill overviews] {#activate-now-assist-for-customer-service-management-csm-skills_0__table_chat_summary_triggers} ## General Configuration Steps {#activate-now-assist-for-customer-service-management-csm-skills_0__section_vtq_kbz_kzb} Each skill has it's own configuration process. However, skill activation follows the same guided setup. What configuring steps are required varies depending on the skill. Common Configuration components: * Trigger: Allows you to configure the circumstances in which a skill is generated. For example, chat summarizations can be configured to generate when the chat handoff is done from a live agent to a live agent. * Input: Configure the data used to create the information generated by the skill. For example, resolution notes information is generated from the description, short description, work notes, and the additional comments fields of existing case notes. * Availability: customize how and when the skill capability is active and accessible. For example, email reply recommendations can be configured to be always available. You can also use the condition builder to determine whether a user can activate the skill. * Access:determine who can access this skill. By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display. * Display: determine where the skill appears. For example, the call summarization skill can be configured to display on forms and workspaces or in the ServiceNow Otto panel. {#activate-now-assist-for-customer-service-management-csm-skills_0__ul_e5w_fcz_kzb}Saving and activating the configuration setup process is the same across all AI generated skills. Finalize and Activate Setup 1. After selecting Review and Activate to examine changes, select Done to close the skill configuration settings. 2. Select Skill to turn on the skill for agents and complete the configuration. Note: You can clone and customize the activated skills. For more info, see [Clone the ServiceNow Otto for CSM skills](https://www.servicenow.com/docs/T4D7ST91tnmiR~3WlHXtxQ "The clone feature enables you to create a copy of an AI skill. You can experiment with skill settings and configure the skill to fit your business needs.") and [Customizing a ServiceNow Otto for CSM skill](https://www.servicenow.com/docs/e7F7h~e1PeuQ1cJ8NR~yWQ "Learn how to access, activate, and customize a ServiceNow Otto for CSM skill using the AI Admin Hub console and AI Skill Kit.") Select an LLM provider: Learn how to select an LLM provider to configure all AI generated skills at once. Your choice controls the intelligence layer for the entire capability. For more info, see [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)and [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).