ServiceNow Otto for Customer Service Management (CSM) release notes
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Summary of ServiceNow Otto for Customer Service Management (CSM) Release Notes - Zurich
ServiceNow Otto for Customer Service Management (CSM) integrates generative AI to enhance customer service workflows by improving productivity, self-service capabilities, and agent efficiency. The Zurich release introduces significant enhancements across multiple patches, including AI-driven case insights, sentiment analysis, voice interaction capabilities, automated quality assurance, and expanded AI skill customization.
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Key Features
- Case Insights and Sentiment Analysis: Consolidated case details, customer history, sentiment scores, and special handling notes in a single view to expedite case resolution. Sentiment scores are visible on email interactions and case lists to provide agents with quick insights into customer mood.
- Voice-Driven Interactions: Customers can check case statuses and submit updates via voice using supported CCaaS platforms (e.g., Genesys, Twilio, Amazon Connect), reducing live agent dependency.
- AI Workflow and Guardian Enhancements: AI Workflow tab in Core UI displays agentic workflows and AI-driven insights, while AI Guardian includes filter controls for efficient case review.
- Automated Quality Assurance: AI models automatically evaluate agent interactions against configurable quality rubrics, streamlining performance assessment without manual effort.
- Complaint Case AI Agent Collection: Automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions to reduce case closure time.
- Now Assist Skill Improvements: Enabled cloning and customization of generative AI skills through the AI Skill Kit, enhanced knowledge base article generation, email reply recommendations with templates, and activity response generation for work notes and comments.
- Dashboards and Analytics: Sentiment analysis and trending topics dashboards provide actionable insights with LLM-powered sentiment drivers, trend visualization, and filtering to support proactive management.
- Security and Access Control: Enforced security through access control lists (ACLs) and user identity permissions for AI agents and agentic workflows, with additional role configuration required for operation.
- Expanded AI Model Providers: Support for third-party generative AI providers, including Google Gemini and Anthropic Claude on AWS, alongside Now LLM Service and Azure OpenAI.
- Multilingual Support: Enhanced multilingual capabilities for summarization, knowledge generation, and resolution notes to support global operations.
Practical Benefits and Outcomes
- Faster Case Resolution: Centralized insights and AI-generated recommended actions accelerate agent decision-making and case handling.
- Improved Agent Efficiency: Automated summarization, email reply suggestions, and response generation reduce manual workload and increase productivity.
- Enhanced Customer Experience: Voice-enabled case updates and sentiment-aware interactions ensure timely and empathetic service delivery.
- Streamlined Complaint Management: AI agents automate triage and resolution processes, cutting closure times and improving complaint handling quality.
- Actionable Analytics: Dashboards provide managers with real-time insights into customer sentiment and trending issues to inform strategic decisions.
- Robust Security: Access controls ensure AI functionalities comply with organizational security policies and maintain data privacy.
- Flexible AI Skill Management: Admins can customize and deploy AI skills tailored to specific workflows, enabling continuous optimization of AI capabilities.
Activation and Usage
ServiceNow Otto for CSM features are enabled via the corresponding plugin available in the ServiceNow Store. Customers should verify their entitlements for access and configure the necessary roles to leverage all AI capabilities fully. The integration with Now Assist and AI Admin Hub provides a unified experience for managing AI skills and monitoring usage.
The ServiceNow® ServiceNow Otto for CSM application brings generative AI to Customer Service Management (CSM). You can help improve productivity and efficiency by delivering enhanced self-service, recommended actions, and suggested answers. ServiceNow Otto for CSM was enhanced and updated in the Zurich release.
ServiceNow Otto for CSM highlights for the Zurich release
Zurich Patch 12
- Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
Zurich Patch 10
- Resolve cases faster with a new case insights section that consolidates key case details, customer history, sentiment scores, and special handling notes into a single view.
- View automated sentiment scores and trends from conversations directly on the email interaction page.
- Enable customers to make case updates through AI voice agent.
Zurich Patch 9
- Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort.
- Receive intelligent email reply recommendations on extended table record pages in ServiceNow Otto for CSM, helping agents respond faster with less manual effort.
Zurich Patch 8
- Availability of filter controls in AI Guardian for ServiceNow Otto for CSM.
- Availability of AI Workflow tab in Core UI.
Zurich Patch 7
- Enhance the Complaint Case playbook to align playbook activities with agentic workflows and introduce AI‑driven summarization and drafting capabilities. Legacy components that are no longer part of the complaint experience are removed.
- Monitor how users engage with genAI skills in ServiceNow Otto for CSM.
- Get a case status and manage cases through natural voice conversations.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
- Help reduce manual effort and case closure time for complaint cases with the Complaint Case AI agent collection.
Zurich Patch 4
- Enabled is_template for all Now Assist skills and added support to clone and customize any base system genAI skill in the AI Skill Kit
- Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier.
- Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard.
- Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard.
- Enable agents to access customer, case, and product details instantly through natural language queries with the provide customer 360 insights agentic workflow.
- Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill.
- Additional role configuration required for agentic workflows and AI agents included with your applications.
Zurich Patch 1 Enable security in ServiceNow Otto for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions.
Early Availability
- Use the suggested steps that automatically display on the Recommended Actions tab to help resolve cases and increase agent productivity.
- Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
See ServiceNow Otto for Customer Service Management (CSM) for more information.
Important:
ServiceNow Otto for CSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 10
- Case insights section
- Resolve cases faster with a new case insights section. This section brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.
- Voice-driven case status retrieval and updates
- Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions. Supported CCaaS platforms include Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect.
- Customer sentiment analysis on email interaction page
- View automated sentiment scores and trends from conversation directly on the email interaction page in ServiceNow Otto for CSM. The system reads customer emails and assigns sentiment scores. Agents and managers can quickly check customer mood without reading the whole conversation.
- Configure extended tables
- Automatically receive concise summaries of case resolutions in ServiceNow Otto for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.
- Zurich Patch 9
- Quality assurance management skill
- Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric. This eliminates manual sampling and ensures consistent, objective assessments at scale.
- Extended table support for email reply recommendation skill
- Automatically receive email reply recommendations on extended table record pages in ServiceNow Otto for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.
- Zurich Patch 8
- AI workflow tab added in Core UI
- Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.
- Filter controls in Now Assist Guardian
- Availability of filter controls for CSM in the AI Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.
- Zurich Patch 7
- Metrics to measure genAI skills
- Monitor how users engage with genAI and agentic skills in ServiceNow Otto for CSM to provide actionable dashboards and reports for workflow optimization.
- Navigation to customer 360 insights summary card in cases
- Access all relevant case information by navigating to the customer 360° insights page from the summary card.
- AI voice agent for CSM
- Access a case status and create cases through voice interactions with a unified AI voice agent for case management.
- In-product agentic indicators
- Identify when agentic AI is active in a record in the AI Workflows tab, which includes a presence icon and record indicator.
- Zurich Patch 5
- Complaint Case AI agents collection
- The Complaint Case AI agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, which helps reduce case closure time.
- Zurich Patch 4
- Enabled the is_template property
- Enabled the is_template property for all Now Assist skills to clone consistently. Clone any base system genAI skill and customize it in the AI Skill Kit to set up quickly and simplify skill modification. Applies to all ServiceNow Otto for CSM skills.
- Access the Sentiment analysis dashboard in Core UI
- Locate and access sentiment analysis data without searching through multiple menus with a defined navigation path in the Sentiment analysis dashboard in the Core UI interface.
- Sentiment trends analysis dashboard
- Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.
- Trending topics dashboard
- Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and analyze specific trends using customizable filters.
- Provide customer 360 insights agentic workflow
- Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow supports human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance and triggers actions from the Now Assist panel.
- Activity response generation skill
- Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency and interactions.
- Now Assist context menu configuration for extended tables within resolution notes
- Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.
- Zurich Patch 1
- Use the triage cases agentic workflow security directives
- Implement security on AI agents and agentic workflows through ACLs and user identities.
- ServiceNow Otto for CSM genAI security directives
- Implement security in ServiceNow Otto for CSM skills through ACLs and user identities.
- Early Availability
- New third-party AI model provider options available for all AI applications
- Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
Changed in this release
- Zurich Patch 12
- Now Assist > ServiceNow Otto® announcement
- ServiceNow Otto® introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.
- Zurich Patch 11
- Now LLM service deprecation
- The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
- Automated quality assurance
- Enable admins to filter scoring parameters and sort agents and case lists. Admins can sort data, manage filters, and easily organize cases on the dashboard with the new sorting, visibility, and skill management capabilities.
- Activate ServiceNow Otto Skills
- Admins can view detailed information about each Now Assist skill to make faster and more informed decisions about enabling skill capabilities
- Zurich Patch 10
- Provide Customer 360 insights agentic workflow
- Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results.
- Triage cases agentic workflow
- Multilingual and localization flows in the Triage Cases workflow are now fully supported.
- Configure knowledge generation
- Enable users with the sn_skill_builder.admin role to generate knowledge base articles in ServiceNow Otto for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process.
- Configure Sidebar Summarization
- Enable customers to generate summaries from the required case and task tables in ServiceNow Otto for CSM as default tables can now be pre-selected and locked.
- Zurich Patch 7
- Changes to Complaint Case AI agent collection
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Updates have been added to the Complaint Case playbook to work better with the Complaint Case AI agent:
- Triage displays complaint details and enables a human agent to identify and request missing information.
- Complaint‑specific case summarization is available directly within the playbook.
- Replace research case task activities with case tasks list activity.
- Enhancements in the Sentiment analysis dashboard
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- Sentiment analysis dashboard support has expanded to include interaction records, and positive and negative sentiment drivers have been consolidated into a single Sentiment Drivers view.
- The top negative assignment group and number of cases by channel visualizations have been merged into the new Impact Explorer visualization for streamlined analysis.
- Widget placement in the Workforce Optimization dashboard has been optimized for accessing insights and trends across interfaces.
- Enhancements in Trending topics dashboard
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- The Accounts, Products, Assignment Groups, and Channels graphs have been consolidated into the Impact Explorer card.
- Search and pagination have been added to the list header.
- The Historical trends resurfacing graph has been added the Trending topics dashboard to show historical trends at a glance.
- Trending topics have been expanded beyond the top 10 results to provide deeper insight into emerging patterns.
- The trending topics widget has been added in the Workforce optimization dashboard as the AI insights tab.
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.
- Zurich Patch 4
- Enhancement in case summarization skill flow
- The Define trigger step has been added to the case summarization flow. Admins can choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are generated automatically.
- Enhancement in email reply recommendation skill
- Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures.
- Unified admin experience for Now Assist skills
- Skills cloned in AI Admin Hub console can now be edited in AI Skill Kit. This update unifies the admin experience across AI Admin Hub and AI Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation.
- Role configuration required for agentic workflows and AI agents
- Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
- Display sentiment scale in case list view
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Sentiment scoring has been added to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative, to very negative.
- Zurich Patch 3
- Multilingual support
- Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages.
- Early Availability
- Suggested steps in the Recommended Actions tab
- View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, ServiceNow Otto for CSM generates and displays these steps in a card at the top of the Recommended Actions tab.
- KB generation skill configuration enhancement
- The Is Template field on the KB generation skill configuration record is enabled by default. With the skill_builder.admin role, you can copy or clone the KB generation skill and customize the prompt in the skill kit.
Activation information
Now Assist features are available with activation of the ServiceNow Otto for CSM plugin. For more information, see Install plugins for ServiceNow Otto.
Starting with Vancouver Patch 4, ServiceNow Otto for CSM is supported.
Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported.
Additional requirements
Check your entitlements to determine whether you have access to the ServiceNow Otto for CSM application.