--- sourceDocument: Store Version History Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes Release : - store ft:locale : - en-US ft:publication_title : - Store Version History Release Notes ft:clusterId : - rnst bundleId : - rnst --- # ServiceNow Otto for Care Team Operations release notes # ServiceNow Otto for Care Team Operations release notes {#ariaid-title1} Release version: Store 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 Care Team Operations Release Notes ServiceNow Otto for Care Team Operations is an application designed to enhance healthcare service desk workflows by automating case intake, classification, and routing across multiple healthcare domains such as Biomed, EVS, HCIT, and Facilities. It integrates advanced AI agents and search capabilities to streamline case management, reduce duplicates, and improve response times within healthcare operations. Show full answer Show less ## Key Features * **Case Intake AI Agent:** An AI-powered conversational agent that interacts with clinicians to classify incoming requests, orchestrate multi-step case creation workflows, and enable conversational slot filling for reference fields. It presents case summaries before submission to ensure accurate case type assignment. * **Duplicate Case Detection:** Automatically identifies and marks potential duplicate cases during case creation, reducing redundant case volumes and improving data quality. * **Virtual Agent Integration:** The Case Intake AI Agent is embedded within the Virtual Agent interface, allowing users to create cases via chat with rich card displays of case details for better user experience. * **Interaction Trigger:** Automates initiation of the Case Intake AI Agent based on interaction events, enabling smooth transitions from live conversations to AI-assisted case handling. * **Voice AI Agent with CCaaS Integration:** Enables telephony-based case intake through integrations with platforms like Twilio and Genesys, allowing natural voice interaction for creating and managing care team cases. * **AI Search for Care Team Portal:** Provides AI-powered unified search across Knowledge Base articles, Catalog Items, and Case records within the Care Team Portal. Features include search history, intelligent recommendations with dynamic dropdowns, and seamless portal-native navigation. * **Conversational AI Search:** Offers an interactive search experience where users can type queries and receive AI-powered responses, leveraging NLU Workbench-trained utterances for accurate result matching and Genius Results. * **Agentic Engineering Enhancements:** Recent updates improve support for agentic engineering, enhancing the system's AI agent capabilities and workflow orchestration. ## Key Outcomes * Significantly reduces manual effort by automating case classification and creation, accelerating healthcare service desk operations. * Improves data accuracy by detecting duplicate cases and ensuring valid case type assignments before submission. * Enhances user experience with conversational AI across multiple channels, including chat, voice, and search, tailored specifically for healthcare workflows. * Supports seamless integration with telephony systems to capture voice interactions, expanding accessibility for care teams. * Provides healthcare service desks with unified, intelligent search capabilities that improve knowledge discovery and case resolution efficiency. Version history for the ServiceNow® ServiceNow Otto® for Care Team Operations application on the ServiceNow Store. Important: For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website. Version 2.1.1 - September 2026 : New: Enhancements to provide better support for agentic engineering. Version 2.0.6 - August 2026 : Now Assist for Care Team Operations has been renamed to ServiceNow Otto for Care Team Operations. Version 2.0.5 - August 2026 : Now Assist for Care Team Operations has been renamed to ServiceNow Otto for Care Team Operations. Version 2.0.1 - May 2026 : Fixed: Inconsistencies within plugin.xml and pom files. Version 1.0.4 - April 2026 (Australia) : * Case Intake AI Agent: An AI-powered agent that classifies incoming requests by case type (Biomed, EVS, HCIT, Facilities), and orchestrates case creation through a multi-step agentic workflow. Supports conversational slot filling for reference fields and presents case summaries with valid case type assignment before submission. * Duplicate Case Detection: The Case Creation AI Agent identifies potential duplicate cases during the creation process and can mark new cases as duplicates when a match is found, reducing redundant case volumes. * Virtual Agent Integration with Card Display: The Case Intake AI Agent is integrated into Virtual Agent as a conversational topic, enabling case creation through the VA interface with rich card display of case details. * Interaction Trigger: Automated trigger that initiates the Case Intake AI Agent based on interaction events, enabling seamless handoff from live conversations. * Voice AI Agent for Care Team Operations: A voice-enabled AI agent that supports telephony-based case intake through CCaaS integration (Twilio/Genesys). Allows callers to create and manage care team cases via natural voice interaction. * AI Search for Care Team Portal: AI-powered search integrated into the Care Team Portal, enabling unified search across Knowledge Base articles, Catalog Items, and Case records. Features include search history, intelligent recommendations with dynamic dropdowns, and proper portal-native navigation for search results. * Conversational Now Assist AI Search: Conversational search experience where users can type queries in the search bar and receive interactive AI-powered responses. Includes NLU Workbench-trained utterances for accurate result matching and Genius Results. {#store-rn-healthcare-now-assist-care-team-ops__ul_nt4_55q_v3c} Version 1.0.3 - April 2026 (Zurich) : * Now Assist for Care Team Operations brings AI agent capabilities to healthcare service desk teams managing Biomed, EVS, HCIT, and Facilities cases. Service desk staff spend significant time manually classifying, creating, and routing cases across multiple channels --- slowing response times and increasing error rates. * This application deploys a Case Intake AI Agent that converses with the clinician, classifies requests by case type, detects duplicates, and creates cases through a guided conversational workflow. AI-powered search unifies access to KB articles, catalogs, and case records directly from the Care Team Portal with intelligent recommendations. * What sets this apart is multi-channel AI coverage: chat-based agents through Virtual Agent, voice-based case intake through CCaaS telephony integration, and conversational AI search --- all purpose-built for healthcare operations workflows and case types. {#store-rn-healthcare-now-assist-care-team-ops__ul_ux5_q5q_v3c}