--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # ServiceNow Otto for CSM # ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Customer Service Management (CSM) ServiceNow Otto for Customer Service Management (CSM) is an AI-powered application designed to enhance customer service interactions. It helps agents by summarizing case information, generating resolution notes, and summarizing chat interactions. This enables agents to quickly understand the context of cases and chats, leading to faster and more effective resolutions for customers. Show full answer Show less ## Key Features * **Case and Chat Summarization:** Automatically summarizes case details and chat conversations to provide agents with concise context. * **Resolution Notes Generation:** Generates notes for case resolutions to streamline documentation and follow-up processes. * **Agentic AI:** Employs AI agents to autonomously complete tasks within the Customer Service Management workflow. * **Configurable AI Models:** Supports multiple AI model providers, with availability depending on your region, deployment environment, and compliance requirements. ## Important Considerations * **Availability Restrictions:** Some AI capabilities and model providers are unavailable in certain regions, regulated markets, or specific data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected). * **Data Processing:** Data from your ServiceNow instance is transferred securely to centralized ServiceNow environments and possibly third-party cloud providers like Microsoft Azure, following ServiceNow's compliance policies. * **Data Collection and Privacy:** Inputs, outputs, and edits made by the application are collected to improve ServiceNow AI technologies. Customers have the option to opt out of data collection. * **AI Limitations:** As AI-generated outputs may not always be accurate or appropriate, it is critical to apply human oversight and avoid relying solely on AI for decision-making, especially in sensitive areas like healthcare, finance, or security. * **Compliance and Usage Policies:** Users must adhere to ServiceNow's AI Acceptable Use Policy and stay informed about updates. ## Getting Help and Support Customers can access the ServiceNow Community on AI and Intelligence, search the Known Error Portal for related articles, or contact Customer Service and Support for assistance with the ServiceNow Otto for CSM application. 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. ## Get started {#now-assist-csm__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for CSM](https://www.servicenow.com/docs/iKZR8Pwzz0nlyhkks11zVg "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.") | [ConfigureConfigure the ServiceNow Otto for CSM application to get started](https://www.servicenow.com/docs/6NwaDjMCu4GwXop5yoh6eA "If you have the admin role, you can configure the ServiceNow Otto for Customer Service Management (CSM) application so that your agents can use the generative AI skills in CRM Workspace and in Core UI.") | [Use Customer Service Management generative AIUse generative AI capabilities offered by ServiceNow Otto for CSM](https://www.servicenow.com/docs/ac1EKimMk0X1LtlqitHKlA "If you have an agent role, you can summarize the customer chat conversations, summarize the case details, and generate the case resolution notes with the ServiceNow Otto for Customer Service Management (CSM) application.") | | | [Use Agentic AI in CSM Use the ServiceNow Otto for CSM AI agents to complete tasks autonomously](https://www.servicenow.com/docs/AKPC4xTOXfCEl_FXqCoVSg "The Customer Service Management (CSM) AI Agent Collection provides a set of prebuilt, fully configured AI agents and agentic workflows to address common Customer Service Management scenarios.") | | [ ] {#now-assist-csm__table_iht_hgl_5yb} 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-csm__na-in-country-notice} * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-csm__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-csm__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-csm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-csm__section_nht_hgl_5yb} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case) {#now-assist-csm__ul_oht_hgl_5yb} ## 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](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-csm__p_kv2_nfg_h1c} ## 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-csm__p_lv2_nfg_h1c} ## 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](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).