---
sourceDocument: Brazil Service Exchange
sourceDocumentLink: https://www.servicenow.com/docs/r/service-exchange

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Service Exchange

ft:clusterId :

    - sebrdg

bundleId :

    - sebrdg

workflow :

    - Customer and Industry


---

# AI in Service Exchange

# AI in Service Exchange {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto to automate connections in Service Exchange.

ServiceNow Otto brings generative AI skills and agentic workflows to Service Exchange. Agents can spend less time on manual order enrichment and fulfillment tasks, and more time on exceptions that need human judgment.  
Within Service Exchange, ServiceNow Otto capabilities fall into two categories:

* Agentic workflows: Agentic workflows in ServiceNow Otto for Service Exchange help users complete tasks and get product. For information, see [Service Exchange onboarding agentic workflows](https://www.servicenow.com/docs/t~nThwL7rsSit~_VzYlP3g "Use the Service Exchange onboarding agentic workflow to register your consumers in Service Exchange.") and [Service Exchange Knowledge Assistant agentic workflow](https://www.servicenow.com/docs/xwR29cJzdj9YSBzBQqf0hA "Use the Service Exchange Knowledge Assistant agentic workflow to get answers to Service Exchange questions directly in Now Assist."). These workflows include registration assistance and product documentation answers.
* Skills: Individual generative AI capabilities that act on a record, such as summarizing an order. For more information, see [Automate transforms with ServiceNow Otto for TMT](https://www.servicenow.com/docs/qCXCFkIeyqdVlf~GJH6Crw "Use the ServiceNow Otto for TMT Transform Mapping Assist feature to automatically transform inbound and outbound data between provider and consumer tables.").
{#now-assist-agenticworkflows-se__ul_ai-in-sales-crm-for-telecommunications-categories}

Most skills and workflows are available directly on the relevant record page, and can also be started conversationally from the ServiceNow Otto panel. For more information about the panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). To activate the panel, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

Most 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). For input data and prompt customization sub-steps, see .