Exploring ServiceNow Otto for Mobile

  • Release version: Zurich
  • Updated July 14, 2026
  • 1 minute to read

    • With ServiceNow Otto for Mobile, your users can generate case resolution notes to wrap up cases faster, generate answers to search questions, and augment the Virtual Agent experience.

    Overview

    The following generative AI capabilities are available for mobile:
    • Case resolution notes generation can help agents wrap up cases faster by summarizing the case details.
    • Otto Virtual Agent uses generative AI to deliver more direct, relevant, and conversational responses to questions.
    • ServiceNow Otto for AI Search improves the search experience with the ability to generate or find the most relevant answers to your questions.

    Skills

    Otto includes the generative AI skills and features that enable users to generate resolution notes.

    Figure 1. Resolution notes generation
    a generated closure note is presented to the user

    Using Otto on their mobile device, agents can generate resolution notes that summarize work orders instead of writing them out manually. Agents can change the notes before they save them to the work order record.

    Figure 2. Answer generation in Virtual Agent
    the user's question of "what is spam" is answered with a knowledge article on spam

    With Otto in Virtual Agent, users can enjoy a better experience that combines AI Search and chat. These skills can help resolve issues faster in Virtual Agent and lower the need for a live agent.

    Figure 3. AI-powered search
    the query of "get a new phone" is answered with a generated answer and links to sources

    ServiceNow Otto for AI Search combines the power of search with the Now LLM Service generative AI model to give you AI-generated or AI-chosen answers relevant to your question.