ServiceNow Otto for Mobile

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Mobile

    ServiceNow Otto® for Mobile is a generative AI platform designed to enhance case management by summarizing case information, generating resolution notes, and providing a conversational experience for requesters. It enables ServiceNow customers to leverage AI skills to streamline service workflows directly from their mobile devices.

    Show full answer Show less

    Key Features

    • Generative AI Skills: Otto for Mobile offers various AI capabilities such as summarizing case details and assisting in case resolution documentation.
    • Configuration and Activation: Customers can activate Otto for Mobile and configure the generative AI skills to fit specific use cases.
    • Requester Conversational Experience: Provides an interactive chat interface to engage requesters and improve communication.
    • Regional Availability: Certain AI features may be limited by region; customers should verify availability for their location.

    Important Considerations

    • AI Limitations: The AI technology is evolving and may not always produce fully accurate or appropriate outputs. Customers must validate AI-generated content with human oversight before using it for critical decisions, especially in sensitive domains like healthcare, finance, or security.
    • Data Processing: Data from customer instances will be transferred to a centralized ServiceNow environment, potentially hosted on third-party clouds such as Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards.
    • Data Collection and Privacy: Inputs, outputs, and edits are collected to improve ServiceNow AI technologies. Customers can opt out of data collection at any time through the Now Assist Opt-Out options.

    Support and Troubleshooting

    Customers can access resources such as the ServiceNow Community on AI and Intelligence, Known Error Portal, and Customer Service and Support for help with Otto for Mobile.

    Use ServiceNow Otto® for Mobile platform to summarize case information, generate case resolution notes, and more.

    Get started

    Important:
    Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    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, which may be updated by ServiceNow.

    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.

    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 task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.