--- sourceDocument: Brazil Retail Industry sourceDocumentLink: https://www.servicenow.com/docs/r/retail-industry Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Retail Industry ft:clusterId : - rahi bundleId : - rahi workflow : - Customer and Industry --- # ServiceNow Otto for Retail Service Management (RSM) # ServiceNow Otto for Retail Service Management (RSM) {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Retail Service Management (RSM) ServiceNow Otto for Retail Service Management (RSM) introduces the store inquiry AI agent, an intelligent assistant designed to help headquarters (HQ) support agents efficiently manage and resolve store-related cases. This AI-driven tool enhances the store inquiry process by automating responses and providing support to agents, improving case resolution times and service quality. Show full answer Show less ## Key Features * **Store Inquiry AI Agent:** Supports HQ agents by automating inquiry handling and case management for retail stores. * **Configuration:** Customers can enable triggers to leverage the AI agent within their ServiceNow environment to streamline store inquiry workflows. * **Data Collection and Processing:** The AI agent collects and uses case information, chat transcripts, and email data to improve ServiceNow's AI models and service capabilities. Data may be transferred to centralized ServiceNow environments or third-party cloud providers under strict compliance policies. * **Opt-Out Capability:** Customers have the option to opt out of future data collection to control data usage and privacy. ## Important Considerations * Availability of AI models and features varies by region and data center, with some restrictions applying to customers in specific markets or regulated environments. * The AI agent uses machine learning and may not always produce fully accurate or appropriate information; therefore, human oversight and testing are essential before deploying in critical use cases. * Customers must comply with ServiceNow's AI Acceptable Use Policy when using the AI agent. ## Support and Troubleshooting ServiceNow provides resources such as the AI and Intelligence Community, Known Error Portal, and Customer Service and Support channels to assist customers in troubleshooting and optimizing the use of the store inquiry AI agent. ## Practical Benefits for ServiceNow Customers * Improved efficiency in handling retail store inquiries and cases through AI assistance. * Enhanced case resolution speed and quality by automating routine support tasks. * Flexibility to enable or disable AI features based on regional availability and organizational policies. * Data privacy and compliance managed through opt-out options and adherence to ServiceNow policies. The store inquiry AI agent is an intelligent assistant designed to support the headquarters (HQ) support agents in efficiently managing and resolving cases. ## Get started {#rahi-retail-now-assist-for-retail__section_hht_hgl_5yb} |-|-|-| | [ExploreLearn more about the store inquiry AI agent and it's capabilities.](https://www.servicenow.com/docs/odi9Bm0GjW5bSnb1IHSVjg "ServiceNow Otto for Retail Service Management is an intelligent assistant that helps headquarters support agents efficiently manage and resolve store inquiries and service requests using generative AI.") | [ConfigureHow to enable the trigger to leverage the store inquiry AI agent.](https://www.servicenow.com/docs/YCE0qyhSKtcAgGE26rzhow "The collection comprises of ServiceNow Otto for Retail Service Management (RSM) and RSM AI agent collection. The ServiceNow Otto for Retail Service Management (RSM) and RSM AI agent collection together enable the store inquiry AI agent.") | [UseUse store inquiry Al agent to improve and enhance the store inquiry processes.](https://www.servicenow.com/docs/XVBGkVeQNRCa80OLGfxa1w "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.") | | | | | [ ] {#rahi-retail-now-assist-for-retail__table_iht_hgl_5yb} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#rahi-retail-now-assist-for-retail__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#rahi-retail-now-assist-for-retail__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#rahi-retail-now-assist-for-retail__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#rahi-retail-now-assist-for-retail__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#rahi-retail-now-assist-for-retail__section_nht_hgl_5yb} * [ServiceNow Community on AI and Intelligence](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support.](https://support.servicenow.com/now?draw=case) {#rahi-retail-now-assist-for-retail__ul_oht_hgl_5yb} ## AI limitations {#rahi-retail-now-assist-for-retail__section_cng_dtp_fhc} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#rahi-retail-now-assist-for-retail__p_kv2_nfg_h1c} ## Data processing {#rahi-retail-now-assist-for-retail__section_dng_dtp_fhc} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#rahi-retail-now-assist-for-retail__p_lv2_nfg_h1c} ## Data collection {#rahi-retail-now-assist-for-retail__section_eng_dtp_fhc} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for chat summarization, resolution notes generation, knowledge generation, call summarization), chat transcripts (for chat recommendation), and email information (for email response). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).