ServiceNow Otto for FSM release notes
Summarize
Summary of ServiceNow Otto for FSM Release Notes - Australia Release
ServiceNow Otto for FSM enhances Field Service Management (FSM) by integrating generative AI to streamline and automate field service tasks. The Australia release introduces new AI capabilities, improved user experience features, and expanded AI model options to boost productivity and accuracy in work order management and parts tracking.
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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. Accessible via the Now Assist panel on both platform and 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 to populate work order fields, with a cancel option for photo selection.
- Voice-to-Text Input: Allows users to interact with Now Assist Virtual Agent using voice dictation in the ServiceNow Agent mobile app, simplifying communication without typing.
- Primary Action Button for Now Assist Virtual Agent: A configurable primary navigation button in the mobile app provides quick access to Now Assist Virtual Agent or other global functions, reducing navigation steps.
- Consistent AI Visual Indicators: Updated gradient styles and subtly animated icons signal when AI is actively assisting across platform, workspace, and mobile interfaces, enhancing user awareness of AI involvement.
- Expanded AI Model Providers: Support for third-party generative AI models including Google Gemini and AWS Claude, alongside existing Now LLM Service and Azure OpenAI models, providing flexibility in AI capabilities.
- Performance Improvements: Optimizations to the Create Work Order AI agent reduce latency and streamline inter-agent communication for faster, more efficient work order creation.
Activation and Requirements
ServiceNow Otto for FSM features require activation of the Otto for FSM plugin and the Field Service Management application. Now Assist capabilities are enabled through related plugins and can be configured via the AI Admin Hub console for monitoring and management.
Related Applications and Tools
- Now Assist: Enhances user productivity with AI-driven self-service, recommendations, and search capabilities tailored to FSM workflows.
- AI Admin Hub Console: Provides administrators with centralized setup, configuration, and monitoring of Now Assist AI applications and features.
- Now Assist Skills and AI Agents: Deliver specialized generative AI skills for tasks such as work order summarization, Knowledge Base article creation, parts management, and automated work order generation.
Benefits for ServiceNow Customers
With the Australia release of Otto for FSM, customers can expect enhanced automation and accuracy in parts tracking and work order creation, improved user interaction through voice and visual cues, and flexible AI model integration. These improvements help reduce manual effort, accelerate field service processes, and increase overall operational efficiency in FSM environments.
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 Now Assist for Field Service Management (FSM) for more information.
New in the Australia release
- ServiceNow product tiers
- 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 Install Now Assist plugins.
Additional requirements
The ServiceNow Otto for FSM application requires Field Service Management.