---
sourceDocument: Australia Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/healthcare-life-sciences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Explore

# Exploring ServiceNow Otto for Care Team Operations {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use ServiceNow Otto for Care Team Operations to create support requests for service departments conversationally through Virtual Agent on Care Team Mobile or Care Team Portal or via phone using AI voice agent capabilities.

## Request care team assistance agentic workflow {#exploring-now-assist-hcls__cf-exploring-parent-overview}

The Request care team assistance agentic workflow enables care teams to create support requests using the conversational abilities of ServiceNow Otto for Virtual Agent from directly within Care Team Portal or Care Team Mobile.

This workflow manages ambiguous or missing details by asking clarifying questions before creating a case (when appropriate). It then confirms all details and provides a confirmation of successful case creation along with the case
number.  
The following standalone AI agents are used in this workflow:

* Care team operations case intake AI agent
* Care team operations case creation AI agent
{#exploring-now-assist-hcls__ul_xqs_czv_33c}  
Note:  
For the Request care team assistance agentic workflow to create cases, the Care Team Operations plugin for cases of that request type must be installed.

The following Care Team Operations plugins are available for use with this workflow:

* Care Team Operations for Biomed
* Care Team Operations for Environmental Services
* Care Team Operations for Facilities
* Care Team Operations for Healthcare IT
{#exploring-now-assist-hcls__ul_zqs_czv_33c}

## Care Team Operations Case Creation AI voice agent {#exploring-now-assist-hcls__care-team-operations-case-creation-voice-ai-agent}

AI voice agents use generative AI to deliver natural, dynamic conversations that help users complete tasks, resolve issues, and access information---anytime, anywhere.

The Care Team Operations Case Creation AI voice agent enables care team members to create cases entirely through voice commands.  
Note:  
For the Care Team Operations Case Creation AI voice agent to create cases, the Care Team Operations plugin for cases of that request type must be installed.

## Key benefits {#exploring-now-assist-hcls__cf-exploring-parent-benefits}

* Designed to reduce administrative burden for care teams by replacing manual portal-based case entry with AI powered conversational intake.
* Designed to improve operational efficiency across hospital services by enabling multiple support requests to be created accurately from a single conversation.
* Designed to enable care team members with the capability to create or update support requests from their phone without the need to use an electronic device.

## What to explore next {#exploring-now-assist-hcls__cf-exploring-parent-links}

To learn more about configuring and using ServiceNow Otto for Care Team Operations, see:

* [Configuring ServiceNow Otto for Care Team Operations](https://www.servicenow.com/docs/FXvMImH56KnhQPl4ydWxrQ "You must first configure the ServiceNow Otto for Care Team Operations application so that care teams can use the agentic AI capabilities in Care Team Mobile or Care Team Portal.")
* [Using Agentic AI in ServiceNow Otto for Care Team Operations](https://www.servicenow.com/docs/zd8qPurcOuQe3gp9O3INfw "Use the ServiceNow Otto for Care Team Operations AI agents within the Request care team assistance agentic workflow to create support requests using the conversational abilities of ServiceNow Otto for Virtual Agent directly within Care Team Mobile or Care Team Portal.")
{#exploring-now-assist-hcls__ul_arr_sph_5hc}