---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# AI in Customer Service Problem Management

# AI in Customer Service Problem Management {#ariaid-title1}

Release version: Brazil  
Updated September 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto® components to automate the creation and resolution of service problem cases in Customer Service Problem Management.

ServiceNow Otto® brings generative AI skills and agentic workflows to Customer Service Problem Management (CSPM). You can spend less time on manual summarization and status tracking, and more time on the account relationship.  
Within CSPM, ServiceNow Otto capabilities fall into two categories:

Agentic workflows
:   use ServiceNow Otto® agents to help customer service agents deal with network-related problems, such as broadband and internet issues, and with billing inquiries. For an overview of each workflow, see [Agentic workflows in Customer Service Problem Management](https://www.servicenow.com/docs/kUqXhGKzTogb72fpYM_1Bg "Customer Service Problem Management agentic workflows use AI agents to help customer service agents resolve service problem cases.").

Skills
:   Individual generative AI capabilities that act on customer success records, such as summarizing a case record or generating a resolution notes. For an overview of each skill, see [ServiceNow Otto skills for Customer Service Problem Management](https://www.servicenow.com/docs/vzZxQU9nrLm9kfhCwoI6rA "Review the generative AI skills available for Customer Service Problem Management, what each one does, and where to use it.").

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. Activate a skill in the AI Admin Hub using 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, or clone and edit 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 the specific tables and fields these skills rely on, see [Skill inputs for ServiceNow Otto for Customer Service Problem Management](https://www.servicenow.com/docs/qfVBooyKorYQ2Luq2DpF_g "Look up the table and field inputs that each Customer Service Problem Management skill relies on to generate a summary, insight, or draft."). To configure an agentic workflow, see configure-agentic-workflows-cspm.html.