Exploring ServiceNow Otto for Order Management
Summarize
Summary of Exploring ServiceNow Otto for Order Management
The ServiceNow Otto for Order Management application leverages generative AI to provide a consolidated, real-time summary of complex orders that involve multiple products, services, and fulfillment tasks. This capability enhances decision-making speed and accuracy, leading to improved customer responsiveness and satisfaction. It helps agents maintain order consistency, minimize errors, and improve communication among suppliers and partners while proactively monitoring and managing at-risk tasks.
Show less
Key Features
- AI Summarization of Orders: Delivers a unified view of complex orders to support clear communication, timely updates, and seamless handoffs.
- Order Agent Skill: Allows agents to quickly check order status and resolve issues without navigating across multiple tabs or line items.
- Fulfillment Agent Skill: Provides visibility into fulfillment progress, enabling early risk detection and proactive intervention.
- Business-to-Business (B2B) Self-Service Applications:
- Manage Order Operations Application: Empowers B2B customers to submit order-related cases autonomously via natural language or voice through the Business Portal.
- Manage Invoice Operations Application: Enables autonomous submission and resolution of invoice dispute cases by B2B customers and finance agents through natural language, voice calls, and guided workflows integrated into the ServiceNow Otto panel.
Getting Started
- Enable and configure the Manage Order Operations AI agent on the Business Portal including scripted extension points.
- Configure AI-assisted invoice dispute intake, quantity validation, and resolution extension points for the Manage Invoice Operations application.
- Make the invoice dispute assist workflow available in the ServiceNow Otto panel within the Customer Service Management (CSM) or Field Service Management (FSM) Configurable Workspace.
Benefits for ServiceNow Customers
By implementing ServiceNow Otto for Order Management, customers can expect faster and more accurate order processing, improved communication across teams and partners, proactive risk management, and an enhanced customer experience through AI-driven self-service capabilities. These features streamline operations, reduce errors, and support effective prioritization and resource assignment.
With the ServiceNow Otto for Order Management application, you can use generative AI to summarize complex orders involving multiple products, services, and fulfillment tasks for faster, more accurate decision-making and improved customer responsiveness.
ServiceNow Otto for Order Management overview
AI summarization of orders provides a real-time, consolidated view of complex orders spanning multiple products, services, and fulfillment tasks. It empowers agents to:
- Enhance the customer experience with timely updates, clear communication, and seamless handoffs that lead to better satisfaction.
- Track changes and validate details to maintain consistency and transparency.
- Minimize errors and improve communication across suppliers and partners.
- Monitor tasks that are at risk of missing deadlines and take corrective action early.
- Assign tasks to appropriate resources based on priority and skill.
- Make rapid prioritization decisions to avoid delays.
ServiceNow Otto for Order Management skills
The ServiceNow Otto for Order Management application includes the generative AI skill that enables:
- Order agent: Quickly check order status, identify issues, and resolve them without navigating to multiple tabs or line items.
- Fulfillment agent: Gain visibility into the fulfillment progress, spot risks early, and intervene proactively.
Generative and agentic AI applications for enabling customer self-service
The ServiceNow Otto for Order Management includes the following applications that enable business-to-business (B2B) customers to submit order and invoice cases autonomously in simple conversational format from the Business Portal.
- Manage Order Operations
- The Manage Order Operations application (com.sn_ord_ops_aias) includes the following AI agents:
- Manage order operations AI agent: Enables B2B customers to submit order cases autonomously from the Business Portal using natural language.
- Order exception AI voice agent: Enables B2B customers to submit order cases using voice calls.
- Manage Invoice Operations
- The Manage Invoice Operations application (com.sn_inv_ops_aias) includes the following AI agents and agentic workflow:
- Invoice dispute intake assistant AI agent: Enables B2B customers to submit invoice dispute cases autonomously from the Business Portal using natural language.
- Invoice dispute AI voice agent: Enables customers to submit invoice dispute cases using voice calls.
- Invoice dispute assist agentic workflow: Enables finance agents to validate and resolve invoice disputes using a guided experience from the ServiceNow Otto panel in the CSM/FSM Configurable Workspace. Internally, it uses the invoice dispute support assistant AI agent to validate invoice information, trigger API calls to check quantity discrepancies and provide resolutions.