---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# AI in Proactive Service Experience Workflows

# AI in Proactive Service Experience Workflows {#ariaid-title1}

Release version: Brazil  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to generate executive insight briefs and success play recommendations in Proactive Service Experience Workflows.

ServiceNow Otto brings generative AI skills to Proactive Service Experience Workflows. Agents and account teams can spend less time gathering account context, and more time acting on it.  
Skills are individual generative AI capabilities that act on Technology Account 360 and engagement records:

* Executive Insight Generator: Generates an AI brief that summarizes recent risk, adoption, and market signals on the engagement record page. For more information, see [Activate the Executive Insight Generator skill](https://www.servicenow.com/docs/Mz6ml5lP8V5~k24HM9g~TA "Enable AI-generated engagement briefs that summarize recent signals across risk, adoption, and market activity on the engagement record page.").
* Event-Context Candidate Recommender: Recommends success plays in Technology Account 360 and engagement records based on account context. For more information, see [Activate the Event-Context Candidate Recommender](https://www.servicenow.com/docs/s3my0jV63tVJbGtqvV89ng "Enable AI-powered success play recommendations in Technology Account 360 and engagement records based on account context and lifecycle events.").
{#assurance-workflows-otto-about__ul_psew_otto_skills}

These skills are inactive by default. To activate a skill in the AI Admin Hub, follow the general procedure in [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US), selecting the TMT workflow group. To customize a skill's prompt directly in AI Skill Kit, see [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
**Related tasks**   

* [Activate the Executive Insight Generator skill](https://www.servicenow.com/docs/Mz6ml5lP8V5~k24HM9g~TA "Enable AI-generated engagement briefs that summarize recent signals across risk, adoption, and market activity on the engagement record page.")
* [Activate the Event-Context Candidate Recommender](https://www.servicenow.com/docs/s3my0jV63tVJbGtqvV89ng "Enable AI-powered success play recommendations in Technology Account 360 and engagement records based on account context and lifecycle events.")  
**Related topics**   

* [Activate an AI skill](https://www.servicenow.com/docs/access?context=configure-a-now-assist-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Clone and edit a ServiceNow skill](https://www.servicenow.com/docs/access?context=clone-and-edit-servicenow-skill&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)