--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow Otto in AI Control Tower # ServiceNow Otto in AI Control Tower {#ariaid-title1} Release version: Australia Updated September 9, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 in AI Control Tower ServiceNow Otto provides a conversational interface within the AI Control Tower, enabling users to ask questions about their AI portfolio in plain language and receive answers based solely on their own instance data. This conversational experience is delivered by the AICT Assistant, which is installed as part of the ServiceNow Otto for AI Control Tower application. The assistant ensures responses are consistent and strictly reflect the records in your AI asset inventory, governance, compliance, security, and usage data, without drawing from general AI knowledge bases. Show full answer Show less ## Key Features * **Scoped Conversational Experience:** AICT Assistant keeps conversations focused exclusively on AI Control Tower data, preventing interference from other assistants on your instance. * **Data-Driven Responses:** Answers are generated from real-time data retrieved from your instance, ensuring accuracy and relevance to your AI portfolio. * **Transparency in Limitations:** If the assistant cannot find an answer in your data, it clearly communicates this instead of providing speculative responses. * **Rich Visual Feedback:** Responses can include inline widgets for clearer visualization alongside textual answers. * **Automatic Asset Discovery:** AICT Assistant is automatically registered as an AI asset within your inventory, allowing it to be managed with the same governance controls as other AI assets. * **Governance and Customization:** You can apply lifecycle management, risk classification, evaluation scoring, and value tracking to the AICT Assistant. Customization is possible via Assistant Designer. ## Use Cases * Identify AI systems owned by specific business units or applications without manual query construction. * Analyze AI model distribution by provider to understand dependency concentrations. * Detect AI systems with no recent usage to prioritize review or decommissioning. * Assess inherent risk ratings to highlight assets requiring immediate attention. * Review security findings such as threat results and privileged activities for particular AI assets. ## Practical Benefits for ServiceNow Customers By leveraging ServiceNow Otto within AI Control Tower, customers gain a streamlined, user-friendly way to explore and manage their AI portfolio through natural language queries. This reduces the need for complex searches or queries, improves governance and oversight by making the AICT Assistant part of the managed portfolio, and delivers trustworthy insights based on up-to-date instance data. The ability to visualize results and receive clear feedback on data gaps enhances decision-making and operational efficiency in AI asset management. Ask questions about your AI portfolio in plain language and get answers drawn from your own AI Control Tower records. ## How the conversational interface works {#aict-convrstn-support__section_how_it_works} ServiceNow Otto is the conversational experience in AI Control Tower. It provides agentic orchestration on top of the premium chat in the ServiceNow AI Platform. In AI Control Tower, the chat is delivered by an assistant named AICT Assistant, which is installed with the ServiceNow Otto for AI Control Tower application (`com.sn_aict_genai`). The chat window itself displays ServiceNow Otto, so the AICT Assistant name appears only where the underlying record is shown, such as in your AI asset inventory. A dedicated assistant keeps the conversation scoped to AI Control Tower. Answers about your AI portfolio stay consistent because the other assistants configured on your instance don't take part in the conversation. Answers are drawn from data retrieved from your instance at the time you ask. The assistant is configured to answer only from that retrieved data rather than from the general knowledge of the underlying model, so responses reflect the records in your own inventory and governance tables. When the assistant can't find an answer in your data, it tells you so rather than filling the gap. ## Use cases {#aict-convrstn-support__section_use_cases} The assistant answers questions that span your inventory, risk, compliance, security, and usage records. For example: * Find the AI systems that a particular business unit or business application owns, without constructing a query. * See how your AI models break down by provider, so you know where your model dependencies concentrate. * Identify AI systems with no recent usage, which are candidates for review or decommissioning. * Check inherent risk ratings across your portfolio to find assets that need attention first. * Review security findings such as threat results and privileged activity for a given asset. Responses can include an inline widget alongside the text answer, so results that are clearer visually are presented that way. ## AICT Assistant in your AI asset inventory {#aict-convrstn-support__section_aict_assistant_asset} AICT Assistant is the AI asset that represents the ServiceNow Otto conversational experience in AI Control Tower. Automatic discovery of ServiceNow AI assets registers the assistants on your instance, so your conversational experience is inventoried alongside the rest of your AI portfolio. See [Discovering ServiceNow AI assets automatically](https://www.servicenow.com/docs/reZ4YX_7VobmlyIpmyc_bg "Populate your AI asset inventory automatically with every skill, agent, and model running natively on your ServiceNow instance."). To locate the asset, search your inventory for AICT Assistant. Bringing AICT Assistant under management applies the same governance to your conversational experience that you apply to the rest of your AI portfolio, including evaluation scoring, lifecycle stages, risk classification, and value tracking. Like other discovered ServiceNow AI assets, AICT Assistant arrives unmanaged. See [Managed and unmanaged AI assets](https://www.servicenow.com/docs/qaIYUAdP735ntoFfH3Yb1Q "Control whether an AI asset participates in governance workflows by changing the status in AI Control Tower.") and [Working with AI asset records](https://www.servicenow.com/docs/IMP4iJYdv_OXD3xVLe~CTw "An asset record consolidates the state of a single AI asset and the actions you can take on it, so you can understand the asset's situation and respond from one page."). You can edit or customize the AICT Assistant in Assistant Designer. See [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).