ServiceNow Otto for FSM release notes
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Summary of ServiceNow Otto for FSM Release Notes - Australia Release
The ServiceNow Otto for Field Service Management (FSM) application integrates generative AI to enhance field service operations. The Australia release introduces significant AI-driven enhancements designed to improve work order management, parts tracking, and user interaction through both the platform and mobile app interfaces. This release supports ServiceNow customers in automating routine tasks, boosting productivity, and providing a seamless AI-assisted experience across devices.
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Key Features
- Parts Manager AI Agent: Automatically tracks and validates parts usage during work order task closure by interpreting activity notes and updating inventory accordingly. Available via the Now Assist panel on the platform and the ServiceNow Agent mobile app.
- Create Work Order from Image AI Agent: Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant details from images to populate work order fields, with a cancel option for photo selection.
- Voice-to-Text Input: Users can interact with Now Assist Virtual Agent using voice input in the ServiceNow Agent mobile app by tapping a microphone icon, facilitating hands-free communication.
- Primary Action Button for Now Assist Virtual Agent: A configurable primary action button in the mobile app navigation bar allows quick access to Now Assist Virtual Agent or other global functions, reducing navigation steps.
- Enhanced AI Visual Indicators: Consistent and animated gradient styles across Workspace, UI16, and mobile interfaces visually signal AI participation during processing, improving user experience.
- Updated Now Assist Virtual Agent Icons: Refreshed icons for web search, photo upload, and microphone functions enhance interface clarity.
- New AI Model Providers: Support for additional third-party generative AI models from Google Gemini and AWS Claude complements existing options like Now LLM Service and Azure OpenAI.
Improvements
- Performance optimizations for the Create Work Order AI agent reduce latency and improve response times.
- Streamlined communication between AI agents minimizes redundant processing during work order creation.
Activation and Requirements
ServiceNow Otto for FSM features require activation of the corresponding plugin and depend on the Field Service Management application. The AI capabilities are tiered into Foundation, Advanced, and Prime licenses, each providing access to varying AI features and agents.
Related Applications and Tools
- Now Assist: Enhances organizational productivity by delivering AI-powered self-service, recommendations, and improved search capabilities.
- AI Admin Hub Console: Provides administrators with tools to configure and monitor Now Assist applications and AI features efficiently.
- Now Assist Skills: Offers generative AI skills to assist in workflows such as work order task summarization and Knowledge Base article generation.
- AI Agents for FSM: Automate specific field service tasks, including parts management and work order creation, improving operational efficiency.
The ServiceNow® ServiceNow Otto for FSM application brings generative AI to Field Service Management. ServiceNow Otto for FSM was enhanced and updated in the Australia release.
ServiceNow Otto for FSM highlights for the Australia release
- Track and validate parts usage during work order task closure with the Parts Manager AI agent.
- Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app.
- Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar.
- Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app.
- Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces.
See ServiceNow Otto for Field Service Management (FSM) for more information.
Important:
ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- AI agent: Parts Manager
- Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.
- AI agent: Create Work Order from image
- Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library.
- Voice-to-text input in Now Assist Virtual Agent
- Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing.
- New third-party AI model provider options available for all AI applications
- Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
UI changes
- Primary action button for Now Assist Virtual Agent
- Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps.
- AI visual indicators
- Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete.
- Updated icons in Now Assist Virtual Agent
- The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions.
Changed in this release
- Create Work Order AI agent performance improvements
- The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.
Activation information
Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see .
Additional requirements
The ServiceNow Otto for FSM application requires Field Service Management.