--- 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 --- # ServiceNow Otto for CSM # ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} * Release version: Zurich * * Updated July 31, 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 Customer Service Management (CSM) ServiceNow Otto for Customer Service Management (CSM) is an AI-powered application designed to enhance customer service by summarizing case information, generating resolution notes, and summarizing chat interactions. This enables agents to quickly understand the context of cases and chats, facilitating faster and more effective resolutions for customers. Show full answer Show less ## Key Features * **Case and Chat Summarization:** Automatically condenses case details and chat transcripts to provide agents with clear, concise context. * **Resolution Notes Generation:** Creates summary notes for case resolutions, streamlining documentation processes. * **Agentic AI Capabilities:** Supports autonomous task completion by AI agents within the CSM environment. * **Configuration and Use:** Customers can configure the application to integrate generative AI capabilities tailored to their CSM workflows. ## Important Considerations * Availability of AI models and features varies by region, data center environment, and compliance requirements. Some AI functionalities may be restricted or unavailable in regulated markets or specific data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected). * Customers should review ServiceNow knowledge base articles for updates on model provider availability and product support. * The application relies on AI and machine learning, which may produce incomplete or inaccurate results. Human oversight is essential, especially in critical domains such as healthcare, finance, and security. * Users must comply with ServiceNow's AI Acceptable Use Policy and evaluate AI outputs carefully before making decisions. ## Data Handling and Privacy * Data from customer instances may be transferred to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure for processing. * ServiceNow collects inputs, outputs, and edits related to the AI application to improve its models and technologies. * Collected data includes case details, chat transcripts, and email information relevant to AI functions like summarization and recommendations. * Customers have the option to opt out of future data collection at any time through the Now Assist Opt-Out settings. ## Support and Troubleshooting Customers can access support resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support for troubleshooting and assistance related to ServiceNow Otto for CSM. 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. ## Get started {#now-assist-csm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for CSM](https://www.servicenow.com/docs/slwR2SzCLUGOG7ssTwgOoA "With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.") | [ConfigureConfigure the ServiceNow Otto for CSM application to get started](https://www.servicenow.com/docs/f5UB2fPmnPNnV0Db3NI5qg "If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.") | [Use Customer Service Management generative AIUse generative AI capabilities offered by ServiceNow Otto for CSM](https://www.servicenow.com/docs/PfXbAtii2LpZT4v6fdlJ8A "If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the ServiceNow Otto for Customer Service Management (CSM) application.") | | | [Use Agentic AI in CSM Use the ServiceNow Otto for CSM AI agents to complete tasks autonomously](https://www.servicenow.com/docs/ebZxH1Tgq2sqHFuj~m7WAA "The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.") | | [ ] {#now-assist-csm__table_iht_hgl_5yb} 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-csm__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-csm__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-csm__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-csm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-csm__section_nht_hgl_5yb} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [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-csm__ul_oht_hgl_5yb} ## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-csm__p_kv2_nfg_h1c} ## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-csm__p_lv2_nfg_h1c} ## 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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=zurich&pubname=zurich-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=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).