ServiceNow Otto for Collaborative Work Management (CWM) (CWM)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    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 Collaborative Work Management (CWM)

    ServiceNow Otto for Collaborative Work Management (CWM) integrates generative AI capabilities directly into the CWM workspace to accelerate task completion and improve overall productivity. This conversational AI platform supports multimodal interactions across web, mobile, and messaging channels, enabling autonomous orchestration of workflows that span multiple systems.

    Show full answer Show less

    Otto builds on the foundational Now Assist AI experience and is designed to enhance workflow efficiency via agentic capabilities embedded in ServiceNow environments.

    Key Features

    • Generative AI Skills: Automate and streamline tasks within the CWM workspace to increase time to value.
    • Multimodal Interaction Support: Engage with the AI via web, mobile, or messaging platforms for flexible user experiences.
    • Autonomous Workflow Orchestration: Enable AI-driven coordination across systems to simplify complex processes.
    • AI Model Provider Options: Choose from Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS for generative AI needs.
    • Configuration Controls: Use AI Control Tower and AI Admin Hub to customize and manage AI skill preferences and availability according to licensing and compliance requirements.

    Important Considerations

    • License Restrictions: Access to AI features varies by ServiceNow product tier and license.
    • Data Residency and Compliance: Data is transferred to centralized ServiceNow environments and may involve third-party cloud providers, following strict internal policies to ensure compliance.
    • Regional and Regulatory Limitations: Some AI features are unavailable in certain regions, regulated markets, or specific data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected).
    • AI Limitations and Responsibility: AI-generated outputs may not always be accurate or appropriate. Customers must perform testing, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare or finance.
    • Data Collection: ServiceNow collects inputs, outputs, and edits from AI interactions to improve its technologies, with an opt-out option available for customers.

    Practical Application for ServiceNow Customers

    By leveraging ServiceNow Otto for CWM, customers can expect accelerated task execution and improved collaboration through AI-enhanced workflows within the CWM workspace. It is essential to evaluate AI outputs carefully and configure AI skill settings to align with organizational policies and compliance needs. Customers should remain aware of regional and licensing constraints when planning deployment and use.

    The ServiceNow Otto for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.

    Get started

    Now Assist 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.
    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    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 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.

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    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 task data (for Case Assist) and chat transcripts (for Chat Assist). 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.