ServiceNow Otto for FSM release notes
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Summary of ServiceNow Otto for FSM Release Notes - Zurich Release
The ServiceNow Otto for FSM application integrates generative AI capabilities into Field Service Management (FSM) to enhance productivity and streamline workflows. The Zurich release introduces several key AI-driven features and usability improvements designed to support field service agents in managing work orders, parts usage, and issue reporting more efficiently.
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Key Features
- Parts Manager AI Agent: Tracks and validates parts usage during work order task closure by analyzing activity notes, automatically updating part statuses and adjusting inventory. Available via the Now Assist panel on both the platform and ServiceNow Agent mobile app.
- Create Work Order from Image AI Agent: Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant information from images to populate work order fields, facilitating faster issue reporting.
- Now Assist Virtual Agent Enhancements: Accessible from a configurable primary action button in the mobile app navigation bar, with support for voice-to-text input to allow dictation instead of typing.
- Create Work Order AI Agent: Allows users to generate work orders from text descriptions using AI, available through the Now Assist panel and mobile app.
- Third-Party AI Model Support: Includes options for Google Gemini and AWS Claude alongside existing providers, enabling flexible AI model selection for generative AI skills and agents.
- Custom Templates and Prompts: Administrators can clone and customize knowledge base generation and work order task summarization skills to better fit organizational needs.
- User Interface Improvements: Consistent AI visual indicators with animated gradients signal AI activity, updated icons in the Virtual Agent interface, and introduction of a fresh Coral theme with a dark mode option for portals and mobile.
Performance and Configuration Updates
- Optimized Create Work Order AI agent for reduced latency and faster response times by streamlining inter-agent communication.
- Removed prompt headers from work order summarization skills to improve compatibility with third-party large language models.
- Activation requires enabling the ServiceNow Otto for FSM plugin alongside Field Service Management.
Additional Information
- Now Assist Features: Enhance organizational productivity with AI-powered self-service, action recommendations, and improved search capabilities.
- AI Admin Hub Console: Provides administrators with tools to configure, monitor, and manage Now Assist AI applications effectively.
- Now Assist Skills: Deliver AI-powered workflows such as task summarization and knowledge base generation to improve user experience.
This release equips ServiceNow FSM customers with advanced AI tools that simplify work order management, improve accuracy in parts tracking, and enhance mobile agent interactions, ultimately driving greater operational efficiency in field service operations.
The ServiceNow® ServiceNow Otto for FSM application brings generative AI to Field Service Management. ServiceNow Otto for FSM was enhanced and updated in the Zurich release.
ServiceNow Otto for FSM highlights for the Zurich release
- Track and validate parts usage during work order task closure with the Parts Manager AI agent.
- Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app.
- Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar.
- Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app.
- Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text.
See Now Assist for Field Service Management (FSM) for more information.
Important:
ServiceNow Otto for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- AI agent: Parts Manager
- Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.
- AI agent: Create Work Order from image
- Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields.
- Primary action button for Now Assist Virtual Agent
- Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function.
- Voice-to-text input in Now Assist Virtual Agent
- Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing.
- AI agent: Create Work Order
- You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.
- New third-party AI model provider options available for all AI applications
- Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
- Custom template and custom prompt support
- As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts.
UI changes
- AI visual indicators
- Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete.
- Updated icons in Now Assist Virtual Agent
- The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions.
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- Create Work Order AI agent performance improvements
- The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.
- Removed prompt headers
- The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill.
Activation information
Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see Install Now Assist plugins.
Additional requirements
The ServiceNow Otto for FSM application requires Field Service Management.