ServiceNow Otto for Manufacturing Commercial Operations (MCO) release notes

  • Release version: Zurich
  • Updated November 4, 2025
  • 2 minutes to read
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    Summary of ServiceNow Otto for Manufacturing Commercial Operations (MCO) Release Notes

    ServiceNow Otto for Manufacturing Commercial Operations (MCO) is a new application introduced in the Zurich release that integrates AI capabilities into Manufacturing Commercial Operations. It enhances operational efficiency by leveraging platform AI to support recall campaigns and improve productivity through intelligent automation and assistance.

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    Key Features

    • Create Recall Corrective Actions AI Agent: Introduced in Zurich Patch 4, this AI agent accelerates recall campaigns by extracting data from repair documents to generate corrective actions and associated charges. It also sets asset applicability criteria to target impacted assets accurately.
    • Now Assist Usage Measurement Update: Starting with Australia Early Access and detailed in Zurich Patch 5, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date. This change provides more accurate tracking of AI consumption.
    • Activation: Now Assist features are enabled through the activation of the ServiceNow Otto for MCO plugin (com.sn.mfg.gen.ai).

    Related ServiceNow Applications and Features

    • Now Assist: Enhances organizational productivity by delivering improved self-service, action recommendations, and intelligent search capabilities.
    • Overview Tab in Now Assist Admin: The AI Admin Hub console offers streamlined setup, configuration, and monitoring of Now Assist applications.
    • Now Assist Panel: Available in the Customer Service Management (CSM) Configurable Workspace, this conversational interface summarizes chats, cases, and resolution notes to provide quick context.
    • Now Assist Skills: Provides AI-driven skills including case and incident summarization, chat summarization, resolution notes generation, and code generation to support diverse user workflows.

    Practical Benefits for ServiceNow Customers

    By adopting ServiceNow Otto for MCO, customers can expect faster execution of recall campaigns with reduced manual effort, enhanced accuracy in managing corrective actions, and improved AI usage tracking aligned with contract terms. The integration with Now Assist tools further empowers users through AI-driven insights and automation, increasing operational efficiency and customer service effectiveness.

    The ServiceNow® ServiceNow Otto for Manufacturing Commercial Operations (MCO) application brings platform AI capabilities to Manufacturing Commercial Operations. ServiceNow Otto for MCO is a new application in the Zurich release.

    ServiceNow Otto for MCO highlights for the Zurich release

    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable the Recall manager to create corrective actions and charges for the recall campaign using the create recall corrective actions AI agent.

    See Now Assist for Manufacturing Commercial Operations for more information.

    Important:
    Manufacturing Commercial Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Zurich release

    Zurich Patch 4
    Execute recall campaigns faster

    Use the create recall corrective actions AI agent to extract the information available in the repair documents. The AI agent identifies and collects all relevant data contained within the repair documents and generates the corrective action and the corresponding charges.

    The AI agent sets the asset applicability criteria to determine which corrective actions are applicable to that particular subset of the impacted asset.

    Changed in this release

    Zurich Patch 5
    Changes to Now Assist usage measurement
    Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic.

    Activation information

    Now Assist features are available with activation of ServiceNow Otto for MCO (com.sn.mfg.gen.ai) plugin. For more information, see Install Now Assist plugins.

    Related ServiceNow applications and features

    Now Assist
    Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Overview tab in Now Assist Admin
    Use the AI Admin Hub console to provide you with quick and effortless access to the important information that you must set up, configure, and monitor Now Assist applications and features.
    Now Assist panel
    Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.