Configuring ServiceNow Otto for Order Management

  • Release version: Zurich
  • Updated January 13, 2026
  • 2 minutes to read
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    Summary of Configuring ServiceNow Otto for Order Management

    ServiceNow Otto for Order Management enables your agents to leverage generative AI skills within the Customer Service Management (CSM) and Field Service Management (FSM) Configurable Workspace and Business Portal. This application integrates AI-driven order and invoice management capabilities, enhancing customer interactions through chat and voice channels.

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    To utilize these features, administrators with the admin role must install and configure the ServiceNow Otto for Order Management application and its components on the ServiceNow instance.

    Key Features

    • AI Applications Installed:
      • Manage Order Operations (com.snordopsaias)
      • Manage Invoice Operations (com.sninvopsaias)
      • Summarization for Order Management
    • Order Summarization Skills: Supports order capture and fulfillment summarization, customizable to fit your business needs.
    • Manage Order Operations:
      • Supports B2B order case submission via Virtual Agent on the Business Portal with chat and voice interactions.
      • Requires enabling the order operations agent, configuring scripted extension points, and setting up email notifications.
      • AI voice agent support can be enabled by installing the ServiceNow Otto Voice [snvoiceaia] plugin.
      • Chat Summarization configuration enables AI summarization and recommendations during active chats.
    • Manage Invoice Operations:
      • Allows B2B customers to submit invoice cases and billing specialists to resolve disputes using AI-assisted workflows in the Configurable Workspace.
      • Requires configuration of AI-assisted invoice dispute intake, invoice quantity validation, and dispute resolution extension points.
      • Invoice dispute assist workflow must be made available in the ServiceNow Otto panel.
      • AI voice agent support and chat summarization features are also applicable here, requiring the same plugin and configuration as order operations.
    • AI Providers Supported: Microsoft Azure, Amazon Bedrock, Now LLM, Now LLM LTS, and Google Cloud Vertex AI.

    Configuration Essentials

    • Install the ServiceNow Otto for Order Management application from the ServiceNow Store via Application Manager.
    • Enable and configure AI agents on the Business Portal for both order and invoice management to facilitate chat and voice interactions.
    • Set up scripted extension points and email notifications to fully support order and invoice AI workflows.
    • Install and configure the ServiceNow Otto Voice plugin to activate AI voice agent capabilities on phone channels.
    • Configure Chat Summarization to access AI-powered summarization and recommendation features during active Virtual Agent chats.

    Practical Benefits

    By configuring ServiceNow Otto for Order Management, your organization can streamline order and invoice case management with AI-driven automation and conversational intelligence. This improves agent efficiency, enhances customer experience through multi-channel engagement, and supports faster dispute resolution.

    If you have the admin role, you can configure the ServiceNow Otto for Order Management application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.

    Installing the ServiceNow Otto for Order Management application installs the following AI applications and skills on your ServiceNow instance:
    • Manage Order Operations (com.sn_ord_ops_aias)
    • Manage Invoice Operations (com.sn_inv_ops_aias)
    • Summarization for Order Management

    Request the ServiceNow Otto for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install a ServiceNow Store application.

    Configuring order summarization skill

    The AI skills for Sales CRM:
    • Order summarization for order capture
    • Order summarization for order fulfillment

    For information on customizing the order summarization skill, see Customize an order summarization skill in ServiceNow Otto for Order Management.

    Note:
    Microsoft Azure, Amazon bedrock, Now LLM, Now LLM LTS, and Google Cloud vertex AI are currently the providers for this ServiceNow Otto application's skills.

    Configuring the Manage Order Operations application

    Business-to-business (B2B) customers can submit order cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Before you can use the AI agents for managing order operations from the Business Portal:

    Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.

    Configuring the Manage Invoice Operations application

    Business-to-business (B2B) customers can submit invoice cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CSM/FSM Configurable Workspace to resolve invoice cases. Before you can use the AI agents for managing order operations agent in the Business Portal:

    Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.