---
sourceDocument: Brazil Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# AI in Customer Success Management

# AI in Customer Success Management {#ariaid-title1}

Release version: Brazil  
Updated September 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to automate customer success work across engagements, touchpoints, risk signals, and playbooks in Customer Success Management.

ServiceNow Otto brings generative AI skills and agentic workflows to Customer Success Management. Customer success managers, customer success agents, and squad members can spend less time on manual summarization and status tracking, and more time on the account relationship.  
Within Customer Success Management, ServiceNow Otto capabilities fall into two categories:

* Agentic workflows: Multi-step, autonomous processes that act on engagement, risk, touchpoint, renewal, and resourcing data with minimal user intervention. For an overview of each workflow, see [ServiceNow Otto agentic workflows](https://www.servicenow.com/docs/TWuBF07TEkbFdmH~MQrD5g "Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.").
* Skills: Individual generative AI capabilities that act on customer success records, such as summarizing an engagement or drafting risk closure notes. For the full list, see [ServiceNow Otto skills](https://www.servicenow.com/docs/KYUuj1_0KZM4ZryOzIBMKw "Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.").
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Most skills and workflows are available directly on the relevant record page, and can also be started conversationally from the ServiceNow Otto panel. For more information about the panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). To activate the panel, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

Most skills are inactive by default. To activate a skill in the AI Admin Hub, follow the general procedure in [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US), selecting the TMT workflow group. To customize a skill's prompt directly in AI Skill Kit, see [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For input data and prompt customization sub-steps, see . For the specific tables and fields these skills rely on, see [Skill inputs for ServiceNow Otto for Customer Success Management](https://www.servicenow.com/docs/trBdgsWJioCa0SsccRKpeA "Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft."). To configure an agentic workflow, see [ServiceNow Otto agentic workflows](https://www.servicenow.com/docs/TWuBF07TEkbFdmH~MQrD5g "Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.").
**Related concepts**   

* [ServiceNow Otto skills](https://www.servicenow.com/docs/KYUuj1_0KZM4ZryOzIBMKw "Review the generative AI skills available for Customer Success Management, what each one does, and where to use it.")
* [ServiceNow Otto agentic workflows](https://www.servicenow.com/docs/TWuBF07TEkbFdmH~MQrD5g "Customer Success Management agentic workflows collect health data, monitor engagement health scores, analyze and resolve risks, support renewals, schedule touchpoint meetings, identify squad resources, and summarize full account context.")  
**Related reference**   

* [Skill inputs for ServiceNow Otto for Customer Success Management](https://www.servicenow.com/docs/trBdgsWJioCa0SsccRKpeA "Look up the table and field inputs that each Customer Success Management skill relies on to generate a summary, insight, or draft.")  
**Related topics**   

* [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
*