--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # ServiceNow Otto for CSM # ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Australia 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 Customer Service Management (CSM) ServiceNow Otto for Customer Service Management (CSM) is an AI-powered application designed to enhance customer service operations by summarizing case information, generating resolution notes, and summarizing chat interactions. It helps agents quickly understand the context of chats and cases, enabling faster and more efficient customer resolutions. Show full answer Show less ## Key Features * **Case Summarization:** Automatically summarizes case details for quick reference. * **Resolution Notes Generation:** Produces concise notes outlining case resolutions. * **Chat Summarization:** Summarizes chat interactions to provide context and assist agents. * **Generative AI Capabilities:** Uses AI to support customer service tasks, including autonomous task completion via Agentic AI agents. * **Configuration:** Customers can configure the application to align with their specific service management workflows. ## Important Considerations * Availability of AI models and features varies by region, data center environment, and regulatory restrictions; for example, some features are unavailable in FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted deployments, and Regulated Markets. * Customers should monitor updates on model provider availability and feature releases to understand regional and compliance implications. * The AI capabilities rely on data transfer from customer instances to centralized ServiceNow environments, potentially involving third-party cloud providers, and are governed by ServiceNow's internal data policies. * ServiceNow collects inputs, outputs, and edits from the application to improve AI technologies but provides customers with an option to opt out of data collection. ## AI Limitations and Usage Guidance Because the application uses AI and machine learning, outputs may not always be accurate or fully appropriate for all use cases. Customers are responsible for validating AI-generated information and maintaining human oversight, especially in sensitive domains such as healthcare, finance, legal, and security. Users must comply with ServiceNow's AI Acceptable Use Policy. ## Support and Troubleshooting * Customers can access the ServiceNow Community on AI and Intelligence for discussions and support. * The Known Error Portal provides articles for troubleshooting known issues. * Direct support is available through ServiceNow Customer Service and Support channels. Use the ServiceNow® ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers. ## Get started {#now-assist-csm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for CSM](https://www.servicenow.com/docs/LxhzL~pGnddTc7WHXE5tbQ "With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.") | [ConfigureConfigure the ServiceNow Otto for CSM application to get started](https://www.servicenow.com/docs/yv3FivZ2m0KW04dyxuIaxQ "If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI.") | [Use Customer Service Management generative AIUse generative AI capabilities offered by ServiceNow Otto for CSM](https://www.servicenow.com/docs/6rsfS149Fxhs6tic3fIOHQ "If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the ServiceNow Otto for Customer Service Management (CSM) application.") | | | [Use Agentic AI in CSM Use the ServiceNow Otto for CSM AI agents to complete tasks autonomously](https://www.servicenow.com/docs/TjuJlqMwbXSBi3n3D7FYww "The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows designed to address common Customer Service Management scenarios.") | | [ ] {#now-assist-csm__table_iht_hgl_5yb} 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-csm__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-csm__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-csm__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-csm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-csm__section_nht_hgl_5yb} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [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-csm__ul_oht_hgl_5yb} ## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-csm__p_kv2_nfg_h1c} ## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-csm__p_lv2_nfg_h1c} ## 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 chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). 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=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).