ServiceNow Otto for Customer Service Management (CSM)

  • Release version: Australia
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of ServiceNow Otto for Customer Service Management (CSM)

    ServiceNow Otto for Customer Service Management (CSM) is an AI-powered application designed to enhance customer service operations by summarizing case information, generating case resolution notes, and summarizing chat interactions. This enables agents to quickly understand the context of cases and chats, facilitating faster and more accurate resolutions for customers.

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    Key Features

    • Case and Chat Summarization: Automatically summarizes case details and chat transcripts to provide agents with a concise understanding of the interaction.
    • Resolution Notes Generation: Generates detailed case resolution notes to document outcomes efficiently.
    • Agentic AI Capabilities: Supports autonomous task completion by AI agents within the CSM environment.
    • Configurable AI Models: Allows configuration of AI models, though availability may vary based on geographic region, compliance requirements, and instance type.

    Important Considerations

    • Model Availability: Some AI models and features are restricted for customers in specific regions, data center environments (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or regulated markets. Customers should verify model availability relevant to their environment.
    • AI Limitations: The AI capabilities rely on machine learning predictions which may not always be fully accurate or appropriate. Customers must validate outputs, especially when used in sensitive or high-impact areas like healthcare, finance, or legal sectors, and maintain human oversight.
    • Data Processing and Privacy: Use of the application involves transferring customer data to centralized ServiceNow environments, potentially hosted by third-party providers like Microsoft Azure. Data handling complies with ServiceNow’s internal policies and compliance standards.
    • Data Collection and Opt-Out: ServiceNow collects input, output, and edits related to AI usage to improve its technologies. Customers can opt out of data collection at any time via the Now Assist Opt-Out option.

    Getting Started and Support

    • Configure the ServiceNow Otto for CSM application to begin leveraging AI capabilities in customer service workflows.
    • Access resources such as the ServiceNow Community on AI and Intelligence and the Known Error Portal for troubleshooting.
    • Contact ServiceNow Customer Service and Support for assistance.

    Use the ServiceNow® ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.

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    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.

    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 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 Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.