ServiceNow Otto for Collaborative Work Management (CWM) (CWM)

  • Release version: Zurich
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of ServiceNow Otto for Collaborative Work Management (CWM)

    ServiceNow Otto for Collaborative Work Management (CWM) is an AI-powered application designed to enhance productivity within the CWM workspace by leveraging generative AI skills. It integrates conversational AI capabilities directly into ServiceNow workflows, facilitating multimodal interactions across web, mobile, and messaging platforms. Otto supports autonomous orchestration of cross-system workflows to improve task efficiency and accelerate time to value.

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    Key Features

    • Conversational AI Platform: ServiceNow Otto enables interactive AI-driven conversations that assist users in completing tasks more efficiently.
    • Multimodal Interaction: Supports engagement via various channels including web interfaces, mobile devices, and messaging apps.
    • Agentic Capabilities: Offers intelligent, proactive AI agents that can autonomously manage workflows spanning multiple systems.
    • Flexible AI Model Providers: Supports multiple AI models such as Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Configuration controls allow administrators to select available models and set preferences per skill.
    • Compliance and Availability Notices: Some AI features may be restricted based on licensing, geographic regions, or regulatory environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected, Regulated Markets). Customers should review current availability and compliance documentation.

    Important Considerations

    • AI Limitations: As AI and machine learning are rapidly evolving, outputs may not always be accurate or appropriate. Customers must conduct thorough testing, maintain human oversight, and avoid sole reliance on AI for critical decision-making, especially in sensitive domains like healthcare, finance, and security.
    • Data Processing and Privacy: Data used by the application may be transferred to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure, potentially across different regions. Data handling follows ServiceNow's internal policies and compliance standards.
    • Data Collection and Opt-Out: ServiceNow collects inputs, outputs, and edits to improve AI models and products. Task data and chat transcripts are also collected. Customers have the option to opt out of data collection anytime.

    What Customers Can Expect

    By implementing ServiceNow Otto for CWM, customers can expect accelerated task completion through AI-assisted workflows, improved user interactions via conversational AI, and enhanced cross-system orchestration. However, they should carefully evaluate AI outputs and remain aware of regional and regulatory restrictions that may affect feature availability.

    The ServiceNow Otto for CWM application uses generative AI skills to improve time to value for the tasks you perform in the CWM workspace.

    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.
    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 .
    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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.

    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.