--- sourceDocument: Zurich Telecommunications, Media, and Technology sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/telecom-media-technology Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Telecommunications, Media, and Technology ft:clusterId : - telmt bundleId : - telmt workflow : - Customer and Industry --- # Now Assist for TMT # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#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 Telecommunications, Media, and Technology (TMT) ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is an AI-powered application designed to enhance case management and operational efficiency within the TMT industry. It assists agents by summarizing service problem cases, account onboarding cases, engagements, touchpoints, generating case resolution notes, and summarizing test results. This enables quicker understanding of case contexts and test outcomes, facilitating faster and more accurate customer resolutions. Show full answer Show less ## Key Features * **Case and Test Summarization:** Automatically summarizes detailed case information and test results to provide concise insights for agents. * **Automated Transformation Mapping:** Supports automation of transformation mapping between provider and consumer instances using Service Exchange. * **Generative AI Capabilities:** Leverages advanced AI models to generate relevant case summaries and notes, improving agent productivity. ## Considerations for Use * Availability of AI model providers may vary based on region, data center environment, and compliance requirements (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected, Regulated Markets). * Customers should verify AI feature availability for their specific in-country SKUs and environments. * Due to the evolving nature of AI, outputs may not always be fully accurate; human oversight and thorough testing are essential before relying on AI-generated information for critical decisions. * Deployment in sensitive domains like healthcare, finance, legal, or security requires careful evaluation to mitigate risks associated with AI-generated content. ## Data Processing and Privacy The application transfers data from customer instances to a centralized ServiceNow environment, potentially hosted in different regions or through third-party cloud providers such as Microsoft Azure. All data handling complies with ServiceNow's internal policies and compliance standards. ServiceNow collects input, output, and edits from the application to improve AI models and products, including case and test information. Customers have the option to opt out of data collection at any time. ## Support and Resources * ServiceNow Community and Customer Service provide support for troubleshooting and inquiries. * Known Error Portal and Knowledge Base articles offer further guidance on AI capabilities and limitations. 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 ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/dDIbxloSGfBYGnXTa5EjdQ "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, and internal plays. Agents can also summarize customer plays, successive initiatives, tests, risk signals, and issues, and generate resolution notes. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange.") | [ConfigureConfigure the ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/cu61L8zmBw~2DUPcJOn1ew "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.") | [UseUse generative AI capabilities offered by ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/TL2RPiGZa0xHYzmj4tUuZw "If you have an agent role, you can use ServiceNow Otto for TMT to summarize cases, product inventory, touchpoints, engagements, plays, success initiatives, and automate transforms.") | [ ] {#now-assist-spmc__table_zzm_tc2_kbc} 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-spmc__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-spmc__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-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 [AI 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 [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).