ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
Summarize
Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is an AI-powered application designed to enhance service management in the TMT sector. It helps summarize service problem cases, account onboarding cases, engagements, and touchpoints, generate case resolution notes, and summarize test results. This enables agents to quickly grasp case contexts and test outcomes, facilitating faster and more effective customer resolutions.
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The application also automates transformation mapping between provider and consumer instances within Service Exchange, streamlining integration processes.
Key Features
- Generative AI Capabilities: Utilizes AI to produce summaries and notes that improve agent understanding and decision-making.
- Automation of Transformation Mapping: Simplifies integration between ServiceNow instances in Service Exchange.
- Configurable and Accessible: Customers can configure and leverage the application’s AI features according to their needs.
Important Considerations
- Not all AI models and features are available for customers with in-country SKUs or in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted deployments, or regulated markets.
- Availability of AI capabilities varies by region and is subject to updates in future ServiceNow releases.
- Customers should review ServiceNow’s AI Acceptable Use Policy and ensure appropriate human oversight over AI-generated outputs, especially for use cases with significant impact.
Data Processing and Privacy
Using this application involves transferring data from customer instances to centralized ServiceNow environments, which may reside in different geographic regions or third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and CORE Compliance Portal standards.
ServiceNow collects inputs, outputs, and edits from this application to improve its AI technologies. Customers have the option to opt out of future data collection via the Now Assist Opt-Out settings.
Support and Troubleshooting
- Customers can access support resources including the ServiceNow Community, Known Error Portal, and Customer Service and Support channels.
- Due to the evolving nature of AI and machine learning, outputs may not always be fully accurate or appropriate; testing and human oversight are recommended.
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.
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- 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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI 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 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.
For more information, see the Now Assist documentation.