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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# AI in Care Team Operations

# AI in Care Team Operations {#ariaid-title1}

Release version: Brazil  
Updated October 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to create and resolve care team support requests conversationally, by chat or by phone, in Care Team Operations.

ServiceNow Otto brings generative AI and agentic capabilities to Care Team Operations. Care team members can create and track support requests conversationally instead of filling out portal forms manually.

Within Care Team Operations, ServiceNow Otto capabilities are currently delivered through a single agentic workflow, Request care team assistance, and the AI agents and voice agent that support it. For an overview, see [ServiceNow agentic workflows in Care Team Operations](https://www.servicenow.com/docs/tC2~03Lc6vuQJ1Q2B2XXWA "Care Team Operations uses one agentic workflow, available over chat or by phone, to create and manage support requests conversationally.").

These capabilities are available directly in Care Team Portal and Care Team Mobile, through the dedicated Care Team Operations AI Chat Assistant, and by phone through the Care Team Operations Case Creation AI voice agent. For details, see [Care Team Operations AI Chat Assistant](https://www.servicenow.com/docs/UG~s41UglO~eQraWOZdCBw "Care Team Operations ships a dedicated ServiceNow Otto assistant, pre-configured for Care Team Operations workflows, instead of relying on the shared default assistant."). To create a request, see [Create support requests with ServiceNow Otto](https://www.servicenow.com/docs/9dfBad8yTlhWeObQYIQWeA "Create support requests for service departments conversationally, by chat in Care Team Portal or Care Team Mobile, or by phone.").

Role required: admin. Most agents ship inactive. To activate and configure this workflow, see [Configure agentic workflows for Care Team Operations](https://www.servicenow.com/docs/ztFyEXhyChxiBg0nd8ymSg "Activate and configure the Request care team assistance agentic workflow and the AI agents it depends on, for both the chat and voice channels."). For the knowledge base articles each agent relies on, see [Manage domain intelligence for AI agents](https://www.servicenow.com/docs/965~yp538iLjy6y2H_k5hg "When you install ServiceNow Otto for Care Team Operations, a knowledge base article is added that lets agents in the Request care team assistance agentic workflow create different Care Team Operations cases.").

## Key benefits {#hco-otto-landing__section_hco_otto_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.
**Related concepts**   

* [ServiceNow agentic workflows in Care Team Operations](https://www.servicenow.com/docs/tC2~03Lc6vuQJ1Q2B2XXWA "Care Team Operations uses one agentic workflow, available over chat or by phone, to create and manage support requests conversationally.")
* [Care Team Operations AI Chat Assistant](https://www.servicenow.com/docs/UG~s41UglO~eQraWOZdCBw "Care Team Operations ships a dedicated ServiceNow Otto assistant, pre-configured for Care Team Operations workflows, instead of relying on the shared default assistant.")
* [Create support requests with ServiceNow Otto](https://www.servicenow.com/docs/9dfBad8yTlhWeObQYIQWeA "Create support requests for service departments conversationally, by chat in Care Team Portal or Care Team Mobile, or by phone.")
* [Configure agentic workflows for Care Team Operations](https://www.servicenow.com/docs/ztFyEXhyChxiBg0nd8ymSg "Activate and configure the Request care team assistance agentic workflow and the AI agents it depends on, for both the chat and voice channels.")  
**Related reference**   

* [Manage domain intelligence for AI agents](https://www.servicenow.com/docs/965~yp538iLjy6y2H_k5hg "When you install ServiceNow Otto for Care Team Operations, a knowledge base article is added that lets agents in the Request care team assistance agentic workflow create different Care Team Operations cases.")