--- 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 AI implementation # ServiceNow AI implementation {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](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 AI implementation ServiceNow Otto® is a conversational AI platform integrated into ServiceNow workflows, designed to enhance user interactions, automate content generation, and enable autonomous orchestration across systems. Implementing ServiceNow Otto involves more than just installing plugins; it requires preparing your data, applications, and aligning your organization's AI policies to create a seamless intelligent experience. Show full answer Show less ## Key Features * **Agentic capabilities:** Otto supports proactive and autonomous task handling within workflows. * **Multimodal interactions:** Supports communication across web, mobile, and messaging channels. * **AI governance:** Ensures responsible AI use, regulatory compliance, and alignment with enterprise objectives. * **Data readiness:** Prepares instance data to optimize AI performance and accuracy. * **Application readiness:** Configures platform applications to maximize the benefits of ServiceNow Otto. * **Issue resolution:** Provides guidance to address common configuration gaps or problems. ## Important Considerations * **License-dependent access:** Features and AI capabilities vary based on your ServiceNow product tier. * **Regional availability:** Some AI models and features may be restricted in certain regions or regulated markets, including FedRAMP, NSC DOD IL5, and Australia IRAP-Protected environments. * **AI limitations:** AI outputs may not always be accurate or complete; human oversight is critical, especially for high-impact use cases such as healthcare, finance, and security. * **Data processing:** Implementation involves transferring data to centralized ServiceNow environments or third-party cloud providers, managed under strict policies to ensure compliance. * **Data collection and privacy:** Inputs and outputs from AI interactions are collected to improve ServiceNow's AI technologies, with customers having the option to opt out. ## Next Steps for Customers * Prepare your instance data and platform applications following ServiceNow's guidelines to enable a smooth AI implementation. * Review and align your AI governance policies to support responsible and compliant AI usage. * Understand your license entitlements to access specific AI features and plan accordingly. * Regularly check for updates on feature availability and compliance requirements relevant to your region or industry. * Maintain human oversight over AI outputs to ensure accuracy, appropriateness, and mitigate risks. Getting ready to implement ServiceNow Otto is more than just installing plugins---it's about laying the groundwork for a seamless, intelligent experience across your workflows. Whether you're enabling conversational catalogs, automating content generation, or enhancing user interactions, a few key steps will ensure your data is ready, your applications are prepared, and your organization's AI policy is in alignment with your implementation. ## Get started {#sn-ai-implementation-landing__cf-app-landing-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.{#sn-ai-implementation-landing__servicenow-otto-name-change} |-|-|-| | [ServiceNow Otto overviewLearn about the applications and features that make up the ServiceNow Otto experience.](https://www.servicenow.com/docs/b7Iw7Qqnu75O1z2Qme_TAw "The ServiceNow AI experience includes generative AI skills, agentic AI, and conversational user engagement layer. A good AI experience depends on quality data and a coherent AI policy that functions as its guiding star. AI Search capabilities and other tools help connect the pieces.") | [AI governanceLearn about the importance of AI governance to ensure responsible use, regulatory compliance, and alignment with enterprise goals.](https://www.servicenow.com/docs/hdS9JlTlwpRKBPUKrAMHiw "As organizations increasingly adopt AI to drive efficiency, innovation, and customer experience, AI governance becomes essential to ensure responsible use, regulatory compliance, and alignment with enterprise goals. ServiceNow provides a comprehensive governance framework through key roles and applications that work together to manage AI across its life cycle.") | [Data readinessLearn how to prepare your instance data for ServiceNow Otto.](https://www.servicenow.com/docs/bZdafzu419EB4VBPSG3Y9g "High-quality data that is complete, accurate, and contextually relevant is the foundation for delivering precise, meaningful, and trustworthy AI responses.") | | [Application readinessEnsure that your instance is ready to take advantage of ServiceNow Otto by preparing Platform applications.](https://www.servicenow.com/docs/_EZHRZaD15ntCdKEpg3G_g "ServiceNow Otto uses the ServiceNow AI Platform to deliver AI solutions. Ensure that your instance is ready to use AI capabilities by preparing Platform applications, such as Service Catalog and AI Search.") | [Resolve common issuesAddress issues or gaps in your ServiceNow Otto configuration.](https://www.servicenow.com/docs/uL1A4ARWSbL192MjXW65SQ "Use this checklist to address issues or gaps in your AI configuration.") | | [ ] {#sn-ai-implementation-landing__table_vhh_f41_zgc} 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](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools."). Additional implementation information is available on [Now Create](https://learning.servicenow.com/nowcreate). For additional ServiceNow Otto resources, see [Additional resources for AI products and solutions](https://www.servicenow.com/docs/QI0EbyMI88wHJ9SDPTpWhQ "If you’re looking for AI best practices, troubleshooting, or other implementation guidelines, select a feature or resource type to discover ServiceNow resources on other relevant websites."). 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.{#sn-ai-implementation-landing__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.{#sn-ai-implementation-landing__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.{#sn-ai-implementation-landing__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. {#sn-ai-implementation-landing__ul_j3b_4vd_wcc} ## AI limitations {#sn-ai-implementation-landing__id_mpg_qgn_xyb} 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.{#sn-ai-implementation-landing__p_kv2_nfg_h1c} ## Data processing {#sn-ai-implementation-landing__section_xb5_cx5_bhc} 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).{#sn-ai-implementation-landing__p_lv2_nfg_h1c} ## Data collection {#sn-ai-implementation-landing__section_yb5_cx5_bhc} 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. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#sn-ai-implementation-landing__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#sn-ai-implementation-landing__p_pv2_nfg_h1d}