---
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 Telecommunications Customer 360

# AI in Telecommunications Customer 360 {#ariaid-title1}

Release version: Brazil  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto® components to automate customer issue resolution in Telecommunications Customer 360.

ServiceNow Otto® brings generative AI skills and agentic workflows to Telecommunications Customer 360. You can spend less time on manual summarization and status tracking, and more time on the account relationship.  
Within Telecommunications Customer 360, ServiceNow Otto capabilities fall into two categories:

Agentic workflows
:   use ServiceNow Otto® agents to help customer service agents deal with retrieve customer data and get a summary with a recommended next action for a customer account or consumer. For an overview of Smart Actions
    for Telecom agentic workflow, see [ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Smart Actions for Telecom agentic workflow](https://www.servicenow.com/docs/wFrWNDFJtxRlUJVCd75pVw "Use the Smart Actions for Telecom agentic workflow to retrieve customer data and get a summary with a recommended next action for a customer account or consumer.").

Skills
:   Use generative AI skill to generate customer health insights and recent customer issue insights for a customer or consumer account. For an overview of Generate Telecom customer 360 insights skill, see [Generate Telecom customer 360 insights](https://www.servicenow.com/docs/4qYILM2yx2ofPq22Jr9R8A "Generate customer health insights and recent customer issue insights for a customer or consumer account.").

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 Telecommunications Customer 360](https://www.servicenow.com/docs/hcFLy4GpTxzeB49LrmquIw "Look up the table and field inputs that each Telecommunications Customer 360 skill relies on to generate a summary, insight, or draft."). To configure an agentic workflow, see [Configure agentic workflows for Telecommunications Customer 360](https://www.servicenow.com/docs/nEbrhTBSOP7AtAzO1yqCCg "Duplicate and activate the Telecommunications Customer 360 agentic workflows, and complete any additional setup a specific workflow requires.").