AI skills for Collaborative Work Management (CWM)
Summarize
Summary of AI skills for Collaborative Work Management (CWM)
ServiceNow Otto® is the conversational AI platform integrated into the Collaborative Work Management (CWM) workspace, designed to enhance team productivity by automating and streamlining common work activities. Otto supports multimodal interactions across web, mobile, and messaging channels and enables autonomous orchestration of cross-system workflows. Depending on your licensing and region, access to certain AI features and model providers may vary.
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Key Features
- Generate Scrum Tasks from User Stories: Otto analyzes user story descriptions and acceptance criteria to automatically generate relevant scrum tasks, reducing manual effort and avoiding task duplication. Tasks can be created directly from the story form or sprint planning views and fully reviewed or edited before use.
- Generate Acceptance Criteria for Stories: Product managers can quickly create clear, comprehensive, and testable acceptance criteria, improving backlog quality and accelerating delivery without spending excessive time drafting manually.
- Doc Generation and Insights: Otto enables content creation, summarization, elaboration, and refinement directly within CWM Docs using custom prompts. This supports various team needs such as marketing announcements, legal summaries, product feedback analysis, and more, keeping work focused and efficient without leaving the document.
- Doc Summarization: Quickly summarize lengthy documents or sections in CWM Docs to gain insights, prepare for meetings, or improve content quality by shortening, paraphrasing, or expanding key points.
- Generate CWM Tasks from Docs: Otto can create detailed and clear task descriptions for CWM Boards using information from Docs, helping avoid confusion and misalignment. Users can accept, split, combine, or remove task recommendations to tailor outputs to team needs.
- AI Model Providers and Configuration: Supports multiple AI model providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. Administrators can configure feature availability and skill preferences using the AI Control Tower and AI Admin Hub.
- ServiceNow Otto Console and Panel: Administrators manage Otto features and skills via the Otto console, while knowledge workers interact with Otto through a conversational panel embedded in the CWM workspace for task generation and content assistance.
Benefits for ServiceNow Customers
- Automates repetitive and time-consuming tasks such as scrum task creation and acceptance criteria drafting, saving significant manual effort.
- Improves backlog quality and sprint planning efficiency by providing consistent, AI-generated work breakdowns aligned with story requirements.
- Enhances document productivity within CWM by enabling interactive content creation, summarization, and refinement directly in Docs.
- Facilitates clearer, more comprehensive task descriptions to reduce team confusion and improve alignment on expected outcomes.
- Offers flexible AI model options and administrative controls to tailor AI capabilities to organizational policies and regional compliance.
Learn more about the generative AI capabilities of ServiceNow Otto for CWM. These capabilities can help you save time and improve efficiency for the actions your team performs within the CWM workspace.
- 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 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- 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 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Skills
- Generate scrum tasks for stories
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Accelerate your sprint planning by using ServiceNow Otto to generate scrum tasks based on user story descriptions and acceptance criteria. Instead of manually creating each task, you receive a relevant set of scrum tasks as a starting point for further refinement.
Generate scrum tasks from the story form or create them inline from the List or Sprint planning views. ServiceNow Otto analyzes the user story description and acceptance criteria to propose tasks that align with the required work. For stories that already have scrum tasks, ServiceNow Otto considers existing tasks when generating new ones to avoid duplication and maintain continuity.
You can review and edit AI-generated tasks before adding them to your story. There is no limit on the number of tasks generated, giving you flexibility to capture all necessary work breakdown items. This capability reduces the time spent on repetitive task creation and helps teams establish a consistent starting point for sprint execution.
- Generate acceptance criteria for stories
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As a product manager, generate clear, comprehensive, and testable acceptance criteria for your user stories, instead of spending hours writing and refining them manually.
You can review and refine the suggested options to ensure they meet your story requirements without slowing down planning. By helping you streamline generating acceptance criteria as a process, this skill helps save time, improve quality, and speed up delivery with cleaner backlogs and better collaboration.
- CWM Doc generation and insights
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Generate content with ServiceNow Otto for CWM directly in your Docs using custom prompts. In addition, summarize existing sections, elaborate where needed, and refine drafts to help improve your productivity.
You can interact with ServiceNow Otto directly in your Doc to create content, add context, or improve existing sections. This helps you draft faster, refine ideas, and keep your work relevant without leaving the page.
- Work with content of the whole page
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Some examples are:
- For Marketing teams: Create a compelling product launch announcement highlighting the key benefits and emotional appeal for our target audience.
- For Legal teams: Write a plain-language summary of the privacy policy in this doc, that customers can easily understand.
- For product teams: Analyze the customer feedback comments in this Doc, group into top 5 themes, and suggest top 3 enhancements for highest impact.
ServiceNow Otto uses the context from your Doc page to generate a response.
- Refine, elaborate, or improve the existing content within the page
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Some examples are:
- If you have a list of stakeholders, you can ask Elaborate on the scope of these roles.
- Rewrite this in a casual tone.
- Take assistance on a blank page
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Some examples are:
- Generate 5 icebreaker questions for a virtual team-building session.
- Write a 3-paragraph blog post explaining why [industry trend] is changing how businesses operate.
- Generate an outline for the Instagram campaign tasks for a Hackathon initiative.
- Answer questions in the context of this Doc
- Whether the content in the Doc is added manually or generated using ServiceNow Otto, you can ask questions to find anything in the page's context.
For example, if you have a project charter document, you can try asking What is the total budget of this project and which part is the most expensive?
- Doc summarization
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Gain insights into the contents of the page by summarizing it in CWM Docs. Whether you're reviewing long documents or preparing for meetings, Doc summarization skill helps you stay informed and efficient.
With the Doc summarization skill, you can also elaborate and shorten content, resulting in improved content quality in the CWM Doc pages. Quickly shorten lengthy paragraphs, paraphrase bullet points, or expand on key points ensuring that your content is tailored to specific needs.
- Generate CWM Tasks from Docs
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Creating tasks with detailed descriptions for your CWM Board requires significant time and manual effort. If the tasks aren’t detailed enough, it can lead to confusion and misalignment within the team, affecting their understanding of the expected outcomes. To avoid this manual effort and improve time to value, ServiceNow Otto can generate tasks for your Board using the information in your Docs. This way, you can ensure clear and comprehensive task descriptions, allowing you to focus more on execution and less on the administrative work.
Based on the recommendations, you can ask ServiceNow Otto to perform one of the following:- Generate task according to its original recommendations.
- Split a task recommendation into multiple tasks.
- Combine multiple task recommendations into one task.
- Remove any task recommendation.
Thus, by using the Task generation skill within CWM, you can:- Remove initial roadblocks to create tasks for a CWM Board.
- Save time and increase productivity by automating the task creation process.
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the AI Admin Hub console. For more information, see Large language models on the ServiceNow AI Platform®.
ServiceNow Otto console
An administrator can activate and manage ServiceNow Otto features and skills for the CWM workspace using the ServiceNow Otto console. For more information, see Overview tab in Now Assist Admin.
ServiceNow Otto panel in CWM workspace
A knowledge worker can use the ServiceNow Otto panel in CWM workspace. This conversational interface enables the user to generate CWM tasks from the context of a Doc page. For more information about the ServiceNow Otto panel, see Now Assist panel.