Exploring ServiceNow Otto for Customer Service Management (CSM)

With the ServiceNow Otto for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.

ServiceNow Otto for Customer Service Management (CSM) overview

The following generative AI capabilities are available for an agent:

• An interaction chat summary provides context about the chat conversation between your agents and customers at different points of the handoff. For example, when a Virtual Agent chat history is handed off to a live agent, or when one live agent hands off a chat to another live agent.
• A case summary enables an agent to gather the case context on long-running or complex cases. Because these cases can contain a lot of information, including the conversations with the customer or other agents, an agent can generate a summary to gain understanding faster.
• Case resolution notes assist an agent to wrap up cases faster and provide context to other agents who might encounter similar issues.
• A call summary assists an agent with obtaining the key details discussed during conversations between live agents and customers. It provides a high-level overview in a clear format.
• Knowledge generation can help an agent to streamline content creation. An agent can automatically generate knowledge articles by using the relevant data from the case record after proposing a resolution or closing the case. By not having to generate knowledge articles manually, this feature can save your agents valuable time and effort.
• Sidebar summary captures discussions between agents, requesters, and experts, and can be posted to case notes for further troubleshooting.
• Chat recommendation generates reply suggestions for agents using the ServiceNow Otto context menu.
• Email response generates reply suggestions for agents from existing or new emails using the ServiceNow Otto context menu.
• Sentiment analysis helps reduce escalated cases by providing agents with the most current sentiment on a case, based on customer interactions and the latest trends. It also offers insights into why the sentiment is what it is today.
• Suggested steps generation resolves cases and boosts agent productivity by automatically outlining the next best actions for unfamiliar cases in the Recommended Actions tab.
• Sentiment analysis on an account uses filters and sorting dashboards to track sentiment, providing valuable insights and reducing escalated cases.

• Conversational subflows and actions in the ServiceNow Otto panel use natural language to trigger subflows or actions, improving agent productivity and task completion efficiency.

• The Portal case form guides requesters through a self-service flow using Genius Results, helping them find solutions and reducing the number of cases created.
• Automated quality assurance dashboard displays detailed agent performance metrics and quality assurance scoring data, accessible from the CSM Configurable Workspace.
• Special handling notes summarization skill condenses lengthy or multiple special handling notes into a brief, actionable summary. Agents view the summary in the Case Insights section to understand customer-specific handling requirements before engaging.
• Customer summarization skill generates a concise, consolidated summary of a customer for the agent to understand the details before engaging.

ServiceNow Otto for Customer Service Management (CSM) skills

The ServiceNow Otto for CSM application includes generative AI skills that enable your agents to understand the chat and case context. Agents can propose resolutions to the customer more quickly.

Chat summarization

Provides an agent with a summary of a customer's Virtual Agent chat history, live agent chat history, and the interaction history. Agents can view or create the following summaries:

• Virtual Agent chat handoff summary: Summarizes the conversation when Virtual Agent hands off a chat to a live agent​ and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before engaging with a live agent.
• Live Agent to Live Agent handoff summary: Summarizes the conversation when a live agent hands off a chat to another live agent​ and displays the summary in the Active Chat window. An agent can view a summary of the actions that were taken by a customer before hand off to another live agent.
• Quick action summary: Provides a summary when an agent uses the /summarize quick action in the Active Chat window.
• Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.
  Note:

  If a chat summary isn't available for the interaction, the Chat Summary field doesn't appear on the interaction record.

Sidebar discussion summarization

Provides an agent with a summary of the sidebar discussions between agents, requesters, and subject matter experts. An agent can also post the summary to the case work notes for further troubleshooting before or after the chat ends.

Chat reply recommendation

Enables an agent to generate a reply recommendation from a chat using ServiceNow Otto context menu.

The chat reply recommendation skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply.

Case summarization

Provides an agent with a summary of a customer service case, including the issue and the actions taken. An agent can generate a summary of a case to understand the case context. The agent can refresh the summary to include the latest updates and post it to the case work notes.

The case summarization skill generates a case summary. The summary displays above the activity stream. The summary includes the information that the agent enters in the following case record fields:

• Short description
• Description
• Work notes
• Additional comments
• Email
• Service level agreement (SLA)

Email response

Enables an agent to generate an email response from an existing or new email using ServiceNow Otto context menu.

The email response skill displays a pop-up window that an agent can use to generate a recommendation and review it before sending it as a reply.

Resolution notes generation

Enables an agent to generate resolution notes for a case, propose the resolution to the customer, and add it to the case record.

The skill displays a pop-up window. An agent can use this window to select a resolution code and review the resolution notes text before proposing a resolution to a customer.

Note:

The resolution notes generation skill requires a minimum of 50 words in the case record to generate the resolution notes. If the resolution notes can't be generated, the system displays a message below the Resolution notes field.

Knowledge generation

Enables an agent to generate a knowledge article from a case after proposing a resolution or closing the case.

The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article based on similar cases. The agent can review the draft before publishing the knowledge article.

Call summarization

Provides an agent with a call summary when the call ends and includes the main points discussed during the call, including the issue and the actions taken. An agent can generate a call summary of the interaction to understand the case context and post the summary to the case work notes. An agent can view or create the following summaries:

• Chat wrap up summary: Populates the Chat Summary and Short description fields on the interaction record when a live agent wraps up a chat with a customer.
  Note:

  If a call summary isn't available for the interaction, the Chat Summary field doesn't appear on the interaction record.
• Call summary from the ServiceNow Otto panel: Creates a summary of the conversation between the agent and customer from the panel by selecting Summarize conversation.

Sentiment analysis on a case

Sentiment analysis helps reduce escalated cases by providing agents with the most current sentiment on a case, based on customer interactions and the latest trends. It also offers insights into why the sentiment is what it is today.

Sentiment analysis on an account

Track the sentiment of a business-to-business account using filters and sorting dashboards to gain valuable insights and reduce escalated cases.

Conversational subflows and actions in ServiceNow Otto panel

Use natural language to trigger subflows or actions, enhancing agent productivity and allowing them to complete tasks efficiently within the panel. For more info, see Request the generative AI capabilities in Customer Service Management by using the ServiceNow Otto panel.

ServiceNow Otto in Portal case form

Guide requesters through a self-service flow using Genius Results to find solutions and reduce the number of cases created. For more info, see Using generative AI in portal case form.

Suggested steps generation

Suggested steps generation may help resolve cases and boost agent productivity by outlining the next best actions for unfamiliar cases in the Recommended Actions tab.

Activity response generation

Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction. For more info, see Generate activity stream responses.

Trending topics dashboard

Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific trends using customizable filters. For more info, see View trending topics dashboard.

Sentiment analysis dashboard

Get a comprehensive view of customer sentiment across cases and accounts. The dashboard by default uses Azure to explain sentiment changes and lets you drill down to find root causes—helping teams take targeted actions. For more info, see Use sentiment analysis dashboard.

Automated quality assurance

View detailed agent performance metrics and quality assurance scoring data on the automated quality assurance dashboard, accessible from the CSM Configurable Workspace

Special handling notes summarization

Use the Special handling notes summarization skill to condense lengthy or multiple special handling notes into a brief, actionable summary.

Customer summarization

Use the Customer summarization skill for ServiceNow Otto for CSM to generate a concise, consolidated summary of a customer (account or consumer) rather than a single case. The skill synthesizes information across the customer's record. Agents can understand who the customer is and their current situation before engaging.

ServiceNow Otto panel in CSM Configurable Workspace

An agent can use the panel in CSM Configurable Workspace. This conversational interface enables an agent to request a chat summary or case summary and generate the case resolution notes. For more information about the panel, see ServiceNow Otto panel.

ServiceNow Otto in AI Search

The ServiceNow Otto in AI Search application uses Now LLM Service to extract actionable Q&A Genius Result answers from the knowledge articles that are found in Service Portal, Virtual Agent, Employee Center, and global searches. By using this application, an agent can improve the customer's experience by retrieving the relevant content from the knowledge base and generating concise answers. For more information, see ServiceNow Otto for AI Search.

ServiceNow Otto in Virtual Agent

ServiceNow Otto in the Virtual Agent guided setup can reduce the time and effort needed to deploy AI generated capabilities within Virtual Agent. Your administrators can configure features and skills and sources of information such as knowledge bases and catalogs. For more information, see Configure AI in Virtual Agent.

With the AI generated Multi-Turn Catalog Requests skill, your customers can engage with Virtual Agent in a conversational manner to request catalog items. A customer can request an item and then refine their search by providing additional information. For more information, see Multi-turn catalog ordering.

Sensitive data handling

Personally identifiable information and other sensitive data can be masked so that it does not appear in generative AI prompts. Placeholder text is sent with the prompt instead, and that placeholder text is replaced with the original text after the response has been received. This two-way masking ensures that your users see the correct values, but the Now LLM Service is not exposed to any sensitive information. For more information, see Multi-turn catalog ordering.

• Supporting information for ServiceNow Otto for Customer Service Management (CSM)
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