Use ServiceNow Otto for Retail Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Use ServiceNow Otto for Retail Service Management

    ServiceNow Otto enhances Retail Service Management (RSM) by automating and streamlining store inquiry processes through an AI-powered store inquiry agent. This intelligent agent helps headquarters (HQ) agents efficiently manage store inquiries by understanding questions, searching relevant policies, and drafting accurate responses.

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    Key Features

    • Automated Inquiry Parsing: The AI analyzes incoming store questions to identify key topics such as discount policies, returns, and exceptions, categorizing inquiries for faster processing.
    • Intelligent Policy Look-up: Searches multiple sources including past resolved cases and knowledge base articles to provide precise, contextually relevant guidance.
    • Response Drafting with Policy References: Automatically generates suggested replies using clear policy language, attaching or linking to the source for traceability.
    • Learning from Resolved Cases: Continuously improves responses by indexing newly resolved inquiries to better handle similar future cases.
    • Case Information Updates: HQ agents can accept, edit, or reject AI-suggested resolutions, with the system automatically updating case resolution notes, status, or work notes accordingly.

    How It Works

    The workflow begins when a store associate or manager submits a store inquiry case that is assigned to an HQ agent. The HQ agent uses ServiceNow Otto to:

    • Automatically parse the inquiry
    • Search knowledge articles and past cases
    • Draft a policy-based response
    • Select whether to accept, edit, or reject the suggested solution

    Depending on the HQ agent’s choice:

    • Accept: The case is resolved and the AI’s solution is added to resolution notes.
    • Edit: HQ agent customizes the response before resolving the case with the custom reply added to resolution notes.
    • Reject: The AI solution is not added to resolution notes, but can be added to work notes if the agent chooses.

    Additional Considerations

    • Agentic workflows and AI agent records are read-only by default. Modifications require following specific configuration guidance.
    • Customers can discover additional AI agents via their instance or the AI Agent Marketplace on the ServiceNow Store.
    • Security best practices and implementation details for AI agents and workflows are available to ensure compliant use.

    Use ServiceNow Otto to improve and enhance the store inquiry processes in Retail Service Management (RSM). The store inquiry AI agent—now part of the ServiceNow Otto brand—enables intelligent automation for store inquiries.

    Table 1. Store inquiry agent capabilities
    AI agent capabilities Description
    Automated inquiry parsing Analyzes incoming questions from stores and identifies key topics like discount policy, returns, and exceptions. It accurately categorizes and tags these inquiries, streamlining the processing and response to store queries
    Intelligent policy look-up Searches across multiple sources—such as past resolved cases, knowledge base articles, and their attached documents—to deliver precise and contextually relevant guidance
    Response drafting with policy references Automatically generates a suggested reply using clear policy language and provides the accurate source of the suggested reply for traceability by attaching or linking it
    Learning from resolved cases Continuously improves by indexing newly resolved inquiries, which expands its ability to respond to similar future cases
    Update case information Enables the HQ agent to accept, edit, or reject the suggested resolution. It automatically updates the case resolution notes and status for accepted or edited responses, or add work notes for rejected ones

    This workflow begins when a store associate or manager creates a store inquiry case. The case gets assigned to an HQ agent. The HQ agent can then leverage ServiceNow Otto to automate parsing of store questions, intelligently search the KB articles and past cases, and draft responses with policy references. It prompts the HQ agent to select preferred options like Accept, Edit, or Reject solution.

    The HQ agent can select the below options:
    • Accept: The case state is set to Resolved. The proposed solution gets added to resolution notes automatically.
    • Edit: The AI agent prompts the HQ agent to provide custom response. Then, the case state is set to Resolved. The custom response gets added to resolution notes automatically.
    • Reject: The proposed solution is not added to the resolution notes. The AI agent asks the agent whether they would like to update the work notes with the resolution provided. If the HQ agent accepts, the proposed solution gets added to the work notes automatically.
    Important: By default, all agentic workflows and AI agent records are read-only.

    For more information on modifying an agentic workflow, see.

    Looking for an AI agent?
    • There may be AI agents installed with the ServiceNow Otto application that aren't used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that may not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.
    AI agents security

    For security implementation guidance on AI agents and agentic workflows, see Enable store inquiry AI agent trigger.