Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes for upgrades from Zurich to Australia

australia Combined Product Files

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australia Combined Product Files

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Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

7 minutes to read

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Summary of Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Release Notes for Upgrades from Zurich to Australia

This consolidated guide provides ServiceNow customers with a comprehensive view of the key enhancements, changes, and upgrade instructions for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) from the Zurich release family to Australia. It is tailored to help you prepare for upgrade activities by summarizing important new features, critical changes, activation steps, and other relevant information to optimize your platform usage.

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Key Features

Voice Quality Issue Management: Collect detailed customer voice quality data, open tickets with RADCOM, and generate resolution plans to improve service quality.
Risk Signals and Issue Summarization: Generate comprehensive summaries linking records to associated risks and occurrences for better risk management.
Billing Inquiry and Network Incident Analysis: Use AI agents to handle billing inquiries, analyze invoices, recommend optimized plans, identify historic network incidents, and create resolution tasks.
Customer Success Enablement: Streamline renewal and expansion processes by assessing account health, adoption trends, and creating renewal playbooks with timely data-driven insights.
Meeting and Collaboration Management: Automate scheduling and management of customer success meetings, including agenda and invitee tracking, to optimize engagement workflows.
Knowledge Graph Integration: Generate schemas and customize service summary cards to enhance data visualization and service understanding.
Agentic AI and AI Agent Configuration: Enable guided consumer registration with error checking, configure access control for AI agents, and specify user behavior to secure and streamline AI-driven workflows.
Australia-Specific Innovations:
- Recommend internal experts dynamically based on skills, location, and availability to support customer success teams.
- Automatically draft and distribute product release emails to stakeholders, ensuring consistent communication.
- Synchronize risk signals and solution records to provide real-time status updates and prompt risk closure.
- Generate product adoption roadmaps via generative AI by analyzing customer profiles and goals, aiding renewal and expansion conversations.
- Leverage Customer 360 AI insights to analyze multi-channel interactions, providing proactive service recommendations and identifying potential faults.
- Auto-onboarding capabilities reduce manual effort by automating workflows, secure connections, and error monitoring.
- Sentiment analysis on service problem cases supports informed complaint handling and Alternative Dispute Resolution (ADR) case management.

Changes and Updates

Zurich Patch 5 introduced changes to Now Assist usage measurement.
Zurich Patch 4 included enhanced voice quality issue handling, risk summarization, and agentic AI role configuration.
No features or functionalities were removed or deprecated between Zurich and Australia releases.
Activation of Now Assist features requires enabling the ServiceNow Otto for TMT plugin in both Zurich and Australia.
No additional browser, localization, or accessibility requirements were introduced in the Australia release.

Upgrade Preparation and Activation

Before upgrading to Australia, review and complete all pre- and post-upgrade tasks as outlined. Activation of ServiceNow Otto for TMT features, including Now Assist capabilities, requires enabling the related plugin. This ensures access to all AI-driven and automation features introduced across Zurich patches and Australia.

Practical Benefits for ServiceNow Customers

Enhanced automation and AI-driven insights reduce manual effort in customer support, billing inquiries, and network incident resolution.
Improved collaboration tools and expert recommendations accelerate issue resolution and customer success initiatives.
Proactive risk management and renewal planning help optimize customer retention and expansion strategies.
Advanced sentiment analysis and ADR support enable better handling of customer disputes with data-driven decisions.
Streamlined communication with automated release announcements keeps stakeholders informed and aligned.

Consolidated page of all release notes for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) from Zurich to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).


Release	Release notes
Zurich	Zurich Patch 4 Address voice quality issues Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan. Risk signals and issues summarization Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records. Zurich Patch 1 Help remediate bill issues Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns. Analyze network incidents Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks. Support renewals and expansion Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations. Trigger risk mitigation touchpoint Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. Success summarization Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking. Analyze metric data trend Collect and analyze metric data for engagements, identify patterns, and generate a trend chart. Service summary generation Generate a service summary for a product inventory. Knowledge graph schema generation Use the Knowledge Graph (KG) to create Knowledge Graph schema. Customize a summary card for service summary Customize the summary card of the service summary and UI actions according to your needs. Register consumers using Agentic AI Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors. Configure ACLs for AI agents and agentic workflows Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Australia	Squad resource identifier Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements. Product release email communication Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution. Risk signals and solution synchronization Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks. Create product adoption roadmaps using Now Assist Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities. Support renewals and expansion Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook. Customer 360 AI insights Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health. Auto-onboarding Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort. Analyze the sentiment of a service problem case Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record. Summarize the linked records Generate a comprehensive summary of the service problem case records that you have linked on the ADR case. Generate ADR resolution notes Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback. Generate a deadlock letter Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features.


Release	Release notes
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Zurich Patch 4
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features or functionality were removed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features or functionality were deprecated.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for Telecommunications, Media, and Technology (TMT).


Release	Release notes
Zurich	Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see Install plugins for ServiceNow Otto.
Australia	Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see Install plugins for ServiceNow Otto.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Telecommunications, Media, and Technology (TMT), such as specific requirements or compliance levels.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here.


Release	Release notes
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Address voice quality issues and validate tickets with RADCOM. Summarize the risk signal and issues records along with respective risk solution and occurrence records. Additional role configuration required for agentic workflows and AI agents included with your applications. Zurich Patch 1 Manage and resolve billing inquiry case requests using a team of AI agents. Analyze network incidents, correlate associated cases, and provide resolutions. Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. Use agentic AI to quickly create consumer registrations. See Now Assist for TMT for more information.
Australia	Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution. See https://www.servicenow.com/docs/access?context=now-assist-spmc&family=australia&ft:locale=en-US for more information.