Configuring ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

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.

Before you begin

Role required: admin

About this task

Use the AI Admin Hub console to configure ServiceNow Otto for TMT. For information needed to install the ServiceNow Otto plugins and configure generative AI skills, see Overview tab in AI Admin Hub.

Table 1. TMT features and skills in the AI Admin Hub

TMT features	Skills
ADR	Service problem case sentiment analysis Comprehensive summary of linked records Deadlock letter draft generation Resolution notes generation for ADR
Telecommunications Customer 360	Generate Telecom Customer 360 Insights
Service Problem Case	Case summarization Resolution notes generation Test summarization Knowledge generation Customer service summary
Customer Success Management	Account onboarding case summarization Engagement summarization Touchpoint summarization Customer play summarization Internal play summarization Success initiative summarization Analyze metric trend Risk signal and issues summarization Lookup similar engagements Draft risk closure notes Renewal insight engine
Service Exchange	Transform mapping
Data Center	Remote Hands Case Summary

Note:

The ServiceNow® large language model (Now LLM Service) is currently the only provider for this ServiceNow Otto application's skills.

Procedure

1. Install the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) plugin (sn_tmt_gen_ai).
   • For information about the plugin dependencies and plugin activation order, see Application information.
   • For information about the installation process, see Install plugins for ServiceNow Otto.
2. Navigate to Admin > AI Admin Hub > AI Skills.
   If you’re already in the AI Admin Hub console, you can select the AI Skills tab on the screen.
3. Activate and configure the skills for the ServiceNow Otto for TMT features.
   These features are grouped under the Customer workflow group. Each feature has its associated skills.
4. Select TMT under the Customer workflow group.
5. On the AI skills for TMT page, select Activate skill for the skill that you would like to activate.
   The page for the skill that you activated opens with the General details section highlighted.
6. Review the inputs for the selected skill.

   The input table fields are read-only. For information about the inputs and triggers for each skill, see Skill inputs for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).

7. After reviewing the inputs for the selected skill, select Save and continue to go to the next step.
   You can return to a previous step by using the Back button.
8. In the Define availability section, choose one of the following:
   • To enable the skill everywhere it is available, select Skill is always available.
   • To manually set the conditions for when the skill is available, select Customize skill availability.
9. After you configure the skill availability, select Save and continue to go to the next step.
10. Select where you would like to display the skill.
    • To display the skill on the Mobile Agent app, select In-product.
    • To display the skill in the ServiceNow Otto panel, select panel.

      For the skills that appear in the ServiceNow Otto panel, select the down arrow to identify the roles that can use the skill.

11. After you configure the display for the selected skill, select Save and continue to go to the next step.
12. Review your choices and select Activate to complete the configuration.

Result

Your skill is configured.