--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # ServiceNow Otto in Document Management # ServiceNow Otto in Document Management {#ariaid-title1} Release version: Australia Updated August 20, 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 Document Management ServiceNow Otto in Document Management empowers agents by providing key insights from documents through interactive Q\&A and auto-generated common questions. This capability enables faster understanding of document content, helping agents deliver quick and informed responses. Show full answer Show less ## Key Features * **Interactive Q\&A:** Engage with documents to extract relevant information efficiently. * **Auto-generated common questions:** Automatically creates frequently asked questions to assist users in quickly accessing critical content. * **Agent enablement:** Supports agents in comprehending documents to improve response times and service quality. * **Configuration and usage guidance:** Provides resources for configuring and effectively using ServiceNow Otto in Document Services. ## AI Limitations and Responsibilities This application leverages AI and machine learning, which may produce outputs that are not always accurate or complete. Customers must test and evaluate the AI-generated content for appropriateness and accuracy, using human oversight, especially when deploying in sensitive areas such as healthcare, finance, or security. Users are required to comply with ServiceNow's AI Acceptable Use Policy. ## Data Processing and Privacy Data from individual ServiceNow instances is transferred to a centralized ServiceNow environment, which may reside in different regions or use third-party cloud providers like Microsoft Azure. All data handling follows ServiceNow's internal policies and compliance standards. ## Data Collection and Opt-Out ServiceNow collects inputs, outputs, and edits from this application to improve its AI technologies, including chat transcripts and email information. Customers have the option to opt out of data collection at any time, ensuring control over their data usage. Use ServiceNow Otto in Document Management to get key insights from the document through interactive Q\&A, and auto- generated common questions. You can enable your agents to understand the documents so that they can give quick insights. ## Get started {#now-assist-document-management__cf-app-landing-get-started} |-|-|-| | [ExploreLearn more about ServiceNow Otto for Document Services](https://www.servicenow.com/docs/mJCN1gNqVDXE0iy9_6FxUQ "ServiceNow Otto in Document Management uses generative AI to extract key insights from documents through seamless conversational interactions, reducing manual effort while improving accuracy and consistency.") | [ConfigureConfigure ServiceNow Otto for Document Services](https://www.servicenow.com/docs/M2~799q9XrjtQrOUjJf7XA "If you have the admin role, you can configure ServiceNow Otto in Document Management in the application enabling the use of its generative AI skills within the application workspace.") | [UseUse ServiceNow Otto for Document Services](https://www.servicenow.com/docs/y06SBaYuW7Ixan0XmDREBg "If you have a sn_nowassist_admin.nsa_admin role, you can use ServiceNow Otto in Document Management to quickly summarize documents and get insights.") | [ ] {#now-assist-document-management__table_n4l_lqg_ggc} ## Troubleshoot and get help {#now-assist-document-management__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-document-management__ul_oht_hgl_5yb} ## AI limitations {#now-assist-document-management__section_rpl_ysg_ggc} 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-document-management__p_kv2_nfg_h1c} ## Data processing {#now-assist-document-management__section_spl_ysg_ggc} 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-document-management__p_lv2_nfg_h1c} ## Data collection {#now-assist-document-management__section_tpl_ysg_ggc} 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).