--- 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 --- # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) # ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Telecommunications, Media, and Technology (TMT) ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is a specialized application designed to enhance service management through generative AI skills and agentic workflows tailored for the TMT sector. It enables automation and summarization across various service domains including customer service problem cases, account onboarding, engagements, touchpoints, and test results. This solution helps agents quickly understand case contexts, accelerating resolution times and improving customer experiences. Additionally, it supports automated transformation mapping between provider and consumer instances via Service Exchange. Show full answer Show less Access to specific features depends on the customer's ServiceNow license tier, which determines availability of generative AI skills, workflows, and AI agents. ## Key Features * **Customer Service Problem Management:** Summarizes service problem cases, generates resolution notes, and summarizes test results using AI. * **Customer Success Management:** Automates customer success workflows with AI and agentic workflows. * **Technology Product Support Case:** Provides test result summaries for technology support cases. * **Proactive Service Experience Workflows:** Generates executive insight briefs and success play recommendations. * **Sales CRM for Telecommunications:** Automates order enrichment and suggests fulfillment tasks via AI agents. * **Service Exchange:** Manages early stages of Service Exchange registration with AI-driven workflows. * **Telecommunications Network Inventory:** Summarizes remote hands requests using AI. * **Telecommunications Customer 360:** Delivers AI-driven customer insights and recommendations. **Important Availability Notes:** Some AI models and features may not be available in certain regions, regulated markets, or specific data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected). Customers should verify feature availability based on their location and compliance requirements. ## Data Processing and Privacy Using this application involves transferring data from customer instances to centralized ServiceNow environments, potentially hosted by third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow's internal policies and CORE Compliance Portal guidelines. ServiceNow collects input, output, and edits related to the application to improve AI models and technologies. Customers have the option to opt out of future data collection as outlined in the Now Assist documentation. ## AI Limitations and Responsible Use This application leverages AI and machine learning, which may not always produce fully accurate or complete outputs. It is essential for customers to validate AI-generated content with human oversight, especially in areas with critical implications such as healthcare, finance, legal, or security. Customers must comply with ServiceNow's AI Acceptable Use Policy and exercise caution when relying on AI outputs for decision-making purposes. ## Support Resources * ServiceNow Community and AI \& Intelligence resources for troubleshooting * Known Error Portal for known issues * Customer Service and Support contact channels Use the ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to summarize service problem cases, account onboarding cases, engagements, touchpoints, generate the case resolution notes, and summarize tests. You can enable your agents to understand the case context and test results so that they can propose quicker resolutions to your customers. Additionally, you can automate transformation mapping between provider and consumer instances in Service Exchange. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Get started {#now-assist-spmc__section_yzm_tc2_kbc} ServiceNow Otto for TMT combines a common configuration and licensing layer with generative AI skills and agentic workflows purpose-built for each application. {#now-assist-spmc__table_now_assist_tmt_capabilities__entry__2} | Application | Value | |-|-| | [Customer Service Problem Management](https://www.servicenow.com/docs/RBiHQ874LffRhsbVO~mlAw "Use ServiceNow Otto components to automate the creation and resolution of service problem cases in Customer Service Problem Management.") | Summarize service problem cases, generate resolution notes, and summarize test results with generative AI skills. | | [Customer Success Management](https://www.servicenow.com/docs/access?context=account-lifecycle-otto-cs-landing&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US) | Automate customer success work with generative AI skills and agentic workflows. | | [Technology Product Support Case](https://www.servicenow.com/docs/access?context=tech-product-support-case-otto-about&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US) | Summarize test results for technology product support cases with generative AI skills. | | [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows-otto-about&version=brazil&pubname=brazil-proactive-service-exp-workflows&ft:locale=en-US) | Generate executive insight briefs and success play recommendations with generative AI skills. | | [Sales CRM for Telecommunications](https://www.servicenow.com/docs/_OBJLMQCohb7YGdI4Q7xJQ "Use ServiceNow Otto to automate enrichment and fulfillment tasks in Sales CRM for Telecommunications. AI agents suggest new tasks based on similarities with previous orders and provide flexibility by auto-correcting an agent's inputs related to new tasks.") | Automate order enrichment and fulfillment task suggestions with AI agents. | | [Service Exchange](https://www.servicenow.com/docs/access?context=now-assist-agenticworkflows-se&version=brazil&pubname=brazil-service-exchange&ft:locale=en-US) | Manage the initiation and early stages of the Service Exchange registration process with generative AI skills and agentic workflows. | | [Telecommunications Network Inventory](https://www.servicenow.com/docs/access?context=ai-in-telecommunication-network-inventory&version=brazil&pubname=brazil-telecom-network-inventory&ft:locale=en-US) | Summarize remote hands requests with generative AI skills. | | [Telecommunications Customer 360](https://www.servicenow.com/docs/LuBVCjKpjQnb8agQsMfkXA "Use ServiceNow Otto components to automate customer issue resolution in Telecommunications Customer 360.") | Generate AI-driven customer insights and recommendations. | [ ] {#now-assist-spmc__table_now_assist_tmt_capabilities} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-spmc__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-spmc__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-spmc__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-spmc__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-spmc__section_e1n_tc2_kbc} * [ServiceNow Community AI \& Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-spmc__ul_lfv_yc5_bzb} ## AI limitations {#now-assist-spmc__section_cbz_1wg_2zb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-spmc__p_kv2_nfg_h1c} ## Data processing {#now-assist-spmc__section_dbz_1wg_2zb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-spmc__p_lv2_nfg_h1c} ## Data collection {#now-assist-spmc__section_ebz_1wg_2zb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).