Explore ServiceNow Otto for Supplier Lifecycle Operations (SLO)
Summarize
Summary of ServiceNow Otto for Supplier Lifecycle Operations (SLO)
ServiceNow Otto for Supplier Lifecycle Operations (SLO) is an AI-powered application designed to help supplier managers efficiently monitor and manage supplier-related cases and performance. It provides concise summaries of supplier cases and key performance indicators (KPIs), enabling faster decision-making and streamlined communication within the Source-to-Pay Workspace.
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The application leverages generative AI skills supported by multiple AI model providers, such as Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS, configurable through the AI Control Tower and AI Admin Hub.
Key Features
- Supplier Case Summarization: Generates clear summaries of supplier-related cases, highlighting completed actions and next steps. This feature allows supplier managers to quickly assess case status and update work notes or activity streams. It supports prompt customization and multiple AI models.
- Supplier Performance Summarization: Provides a comprehensive summary of supplier KPIs, including overall performance scores, trends, historical context, and recommended next steps to maintain or improve supplier performance.
- Sentiment Analysis: Analyzes requester responses to determine the sentiment and sentiment trends on supplier cases. This helps gauge case urgency and provides insights into the requester's tone over time, reducing escalations.
- Email Response Generation for Supplier Cases and Tasks: Automatically drafts contextually relevant email responses by analyzing case and task details, including descriptions, activity streams, related records, and knowledge base articles. It enables tone adjustment, message shortening or elaboration, and supports predefined templates to save time and ensure consistent communication.
Practical Benefits for ServiceNow Customers
- Enhances supplier manager productivity by summarizing complex case data and supplier performance into actionable insights.
- Improves communication efficiency with AI-generated email responses tailored to case and task contexts.
- Reduces case escalation risk through sentiment analysis that provides early warnings about deteriorating interactions.
- Supports customization and flexibility through integration with various AI models and configurable AI skill settings.
Next Steps
ServiceNow customers can configure and utilize Otto for Supplier Lifecycle Operations by following the provided configuration and usage guides within the Source-to-Pay Workspace. This enables supplier managers to fully leverage AI-driven case and performance management capabilities.
With the ServiceNow Otto for Supplier Lifecycle Operations (SLO) application, supplier managers can summarize the details of supplier-related cases to keep them informed about their progress and action items.
Overview of ServiceNow Otto for SLO
With ServiceNow Otto for Supplier Lifecycle Operations (SLO) skills, supplier managers can generate summary of supplier cases and supplier's KPI performance. The Supplier case summarization skill provides supplier managers a concise overview of the case, actions completed so far, and the next steps that need to be taken. The Supplier performance summarization skill helps the supplier managers know the overall supplier performance score, trend, performance details, historical context, and next steps.
- Supplier case summarization provides supplier managers a summary of the supplier-related cases. This enables them to quickly assess the status of any case in the supply process and take the necessary actions.
- Supplier performance summarization provides supplier managers a complete KPI performance summary, including overall performance scores, and trends.
- Sentiment Analysis helps reduce escalated cases by providing agents with the current sentiment on a case, based on interactions and the latest trends. It also offers insights into why the sentiment is what it is today.
- Email response generation generates contextually relevant email responses by analyzing case and task details.
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.
Skills
The ServiceNow Otto for SLO application includes generative AI skills and features that enable supplier managers to summarize the supplier-related cases within the Source-to-Pay Workspace.- Supplier case summarization
- Provides supplier managers a summary of the supplier-related cases. Supplier managers can see the status of any case in the supply process and take the necessary actions quickly. Supplier managers can also refresh and post the
summary to the work notes or activity stream.
Fulfillers can customize prompt configuration and prompt optimization using the preprocessor in the AI Skill kit. The skill supports multiple models such as OpenAI, Claude, Gemini, Now LLM. To customize the prompt instructions, sn_skill_builder_admin role is mandatory.
For more information about how to summarize a case, see Summarize a case by using ServiceNow Otto for Supplier Lifecycle Operations (SLO) in Source-to-Pay Workspace.
- Supplier performance summarization
- Provides supplier managers the complete KPI performance summary including overall performance scores, trends, and action items.
For more information about how to summarize a supplier's performance, see Summarize supplier performance in Source-to-Pay Workspace.
- Sentiment Analysis for supplier case
- The Sentiment Analysis skill analyzes requester's responses and determines the overall sentiment associated with a supplier case. The sentiment and sentiment trend help you gauge the urgency of a case. They indicate whether the requester's tone is improving, worsening, or remaining consistent over time. For more information, see Analyze sentiments in supplier cases.
- Email response for supplier case
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The Email response for supplier case skill generates contextually relevant email responses. It analyzes case details such as case type, short description, description, work notes, activity stream, additional comments, related records, and relevant knowledge base articles. Use this skill to draft, adjust the tone, shorten, or elaborate email responses, reducing the time spent on manual email composition. You can also use predefined templates to maintain consistency in your email responses. For more information, see Generate an email response for supplier cases.
- Email response for supplier task
- The Email response for supplier task skill generates contextually relevant email responses. It analyzes task details such as case type, short description, description, work notes, activity stream, additional comments, related records, and relevant knowledge base articles. Use this skill to draft, adjust the tone, shorten, or elaborate email responses, reducing the time spent on manual email composition. You can also use predefined templates to maintain consistency in your email responses. For more information, see Generate an email response for supplier tasks.
To learn how to configure ServiceNow Otto for SLO, see Configure ServiceNow Otto for Supplier Lifecycle Operations (SLO).
To learn more about how to use ServiceNow Otto for SLO, see Use ServiceNow Otto for Supplier Lifecycle Operations (SLO).