ServiceNow Otto for Customer Service Management (CSM) release notes

Release version: Zurich

Updated July 31, 2025

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Summary of ServiceNow Otto for Customer Service Management (CSM) Release Notes - Zurich Release

ServiceNow Otto for Customer Service Management (CSM) integrates generative AI capabilities into the CSM platform to enhance productivity, efficiency, and customer experience. The Zurich release introduces significant enhancements including AI-driven self-service, case insights, voice interaction capabilities, sentiment analysis, and improved AI skill management. This evolving AI experience, branded as ServiceNow Otto®, supports multimodal interactions and autonomous workflow orchestration across various channels.

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Key Features

Case Insights and Voice Interaction (Zurich Patch 10): A consolidated case insights section presents key case details, customer history, sentiment scores, and special handling notes to accelerate resolution. Customers can also check case status and update cases via AI-driven voice agents supporting multiple CCaaS platforms (Genesys, Twilio, NICE, Five9, 3CLogic, Amazon Connect).
Sentiment Analysis: Automated sentiment scoring and trends are visible directly on email interaction pages, enabling agents and managers to gauge customer mood efficiently.
AI-Driven Quality Assurance (Zurich Patch 9): AI models automatically evaluate agent performance on closed cases against configurable quality rubrics, eliminating manual reviews and ensuring consistent assessments.
Now Assist Skills and AI Skill Kit (Zurich Patch 4): Enables cloning and customization of generative AI skills across workflows, including case summarization, resolution notes, and email reply recommendations, optimizing agent efficiency.
Agentic Workflows and AI Agents Security (Zurich Patch 1): Enhances security by enforcing ACLs and user identity permissions for AI agents and workflows to protect sensitive case data.
Dashboards and Analytics: Includes Sentiment Analysis and Trending Topics dashboards with LLM-powered insights, visualizations, and filters to monitor customer sentiment, case trends, and support team performance.
Complaint Case AI Agent Collection (Zurich Patch 5 & 7): Automates complaint case handling by collecting missing information, sentiment analysis, issue categorization, and resolution suggestions, reducing case closure times.
Multilingual Support: Enhanced multilingual capabilities improve AI fluency and domain specificity for global customer service operations.
Integration with Third-Party AI Model Providers: Supports Google Gemini, Anthropic Claude on AWS, Now LLM Service, and Azure OpenAI for generative AI skills and agents, providing flexibility in AI model selection.

Practical Benefits for ServiceNow Customers

Faster Case Resolution: With AI-generated case insights, sentiment analysis, and quality assurance, agents can respond more effectively and reduce manual effort.
Improved Customer Experience: Voice-driven case status updates and AI-assisted communication help customers engage more autonomously and receive quicker support.
Enhanced Agent Efficiency: Automated recommendations for work notes, email replies, and knowledge base generation streamline agent workflows and reduce repetitive tasks.
Better Insights and Reporting: Dashboards provide actionable intelligence on customer sentiment and trending issues, enabling targeted improvements.
Robust Security and Compliance: Enforced access controls ensure AI workflows and data handling comply with organizational policies.
Customization and Control: Administrators can clone and tailor AI skills and agentic workflows to fit specific organizational needs and maintain governance.

Activation and Requirements

ServiceNow Otto for CSM features require activation of the corresponding plugin available in the ServiceNow Store. Customers should verify their entitlements to confirm access to specific AI functionalities. Additional role configurations may be necessary to enable agentic workflows and AI agents securely.

Related Applications and Tools

Now Assist: Provides AI-powered productivity enhancements, recommended actions, and improved self-service capabilities.
AI Admin Hub Console: Centralized interface for setup, configuration, and monitoring of Now Assist applications.
Now Assist Panel: Conversational interface within CSM Configurable Workspace for summarizing chats and cases.
Now Assist Skills: A suite of generative AI skills tailored for different workflows such as summarization and note generation.

The ServiceNow® ServiceNow Otto for CSM application brings generative AI to Customer Service Management (CSM). You can help improve productivity and efficiency by delivering enhanced self-service, recommended actions, and suggested answers. ServiceNow Otto for CSM was enhanced and updated in the Zurich release.

ServiceNow Otto for CSM highlights for the Zurich release

Zurich Patch 12

Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Zurich Patch 10

Resolve cases faster with a new case insights section that consolidates key case details, customer history, sentiment scores, and special handling notes into a single view.
View automated sentiment scores and trends from conversations directly on the email interaction page.
Enable customers to make case updates through AI voice agent.

Zurich Patch 9

Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort.
Receive intelligent email reply recommendations on extended table record pages in ServiceNow Otto for CSM, helping agents respond faster with less manual effort.

Zurich Patch 8

Availability of filter controls in AI Guardian for ServiceNow Otto for CSM.
Availability of AI Workflow tab in Core UI.

Zurich Patch 7

Enhance the Complaint Case playbook to align playbook activities with agentic workflows and introduce AI‑driven summarization and drafting capabilities. Legacy components that are no longer part of the complaint experience are removed.
Monitor how users engage with genAI skills in ServiceNow Otto for CSM.
Get a case status and manage cases through natural voice conversations.

Zurich Patch 5

Review changes to Now Assist usage measurement.
Help reduce manual effort and case closure time for complaint cases with the Complaint Case AI agent collection.

Zurich Patch 4

Enabled is_template for all Now Assist skills and added support to clone and customize any base system genAI skill in the AI Skill Kit
Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier.
Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard.
Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard.
Enable agents to access customer, case, and product details instantly through natural language queries with the provide customer 360 insights agentic workflow.
Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill.
Additional role configuration required for agentic workflows and AI agents included with your applications.

Zurich Patch 1 Enable security in ServiceNow Otto for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions.

Early Availability

Use the suggested steps that automatically display on the Recommended Actions tab to help resolve cases and increase agent productivity.
Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.

See Now Assist for Customer Service Management (CSM) for more information.

Important:

ServiceNow Otto for CSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Zurich release

Zurich Patch 10
Case insights section: Resolve cases faster with a new case insights section. This section brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view.
Voice-driven case status retrieval and updates: Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions. Supported CCaaS platforms include Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect.
Customer sentiment analysis on email interaction page: View automated sentiment scores and trends from conversation directly on the email interaction page in ServiceNow Otto for CSM. The system reads customer emails and assigns sentiment scores. Agents and managers can quickly check customer mood without reading the whole conversation.
Configure extended tables: Automatically receive concise summaries of case resolutions in ServiceNow Otto for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers.

Zurich Patch 9
Quality assurance management skill: Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric. This eliminates manual sampling and ensures consistent, objective assessments at scale.
Extended table support for email reply recommendation skill: Automatically receive email reply recommendations on extended table record pages in ServiceNow Otto for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.

Zurich Patch 8
AI workflow tab added in Core UI: Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.
Filter controls in Now Assist Guardian: Availability of filter controls for CSM in the AI Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.

Zurich Patch 7
Metrics to measure genAI skills: Monitor how users engage with genAI and agentic skills in ServiceNow Otto for CSM to provide actionable dashboards and reports for workflow optimization.
Navigation to customer 360 insights summary card in cases: Access all relevant case information by navigating to the customer 360° insights page from the summary card.
AI voice agent for CSM: Access a case status and create cases through voice interactions with a unified AI voice agent for case management.
In-product agentic indicators: Identify when agentic AI is active in a record in the AI Workflows tab, which includes a presence icon and record indicator.

Zurich Patch 5
Complaint Case AI agents collection: The Complaint Case AI agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, which helps reduce case closure time.

Zurich Patch 4
Enabled the is_template property: Enabled the is_template property for all Now Assist skills to clone consistently. Clone any base system genAI skill and customize it in the AI Skill Kit to set up quickly and simplify skill modification. Applies to all ServiceNow Otto for CSM skills.
Access the Sentiment analysis dashboard in Core UI: Locate and access sentiment analysis data without searching through multiple menus with a defined navigation path in the Sentiment analysis dashboard in the Core UI interface.
Sentiment trends analysis dashboard: Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.
Trending topics dashboard: Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and analyze specific trends using customizable filters.
Provide customer 360 insights agentic workflow: Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow supports human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance and triggers actions from the Now Assist panel.
Activity response generation skill: Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency and interactions.
Now Assist context menu configuration for extended tables within resolution notes: Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.

Zurich Patch 1
Use the triage cases agentic workflow security directives: Implement security on AI agents and agentic workflows through ACLs and user identities.
ServiceNow Otto for CSM genAI security directives: Implement security in ServiceNow Otto for CSM skills through ACLs and user identities.

Early Availability
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.

Changed in this release

Zurich Patch 12
Now Assist > ServiceNow Otto® announcement: ServiceNow Otto® introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

Zurich Patch 11
Now LLM service deprecation: The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
Automated quality assurance: Enable admins to filter scoring parameters and sort agents and case lists. Admins can sort data, manage filters, and easily organize cases on the dashboard with the new sorting, visibility, and skill management capabilities.
Activate Now Assist Skills: Admins can view detailed information about each Now Assist skill to make faster and more informed decisions about enabling skill capabilities

Zurich Patch 10
Provide Customer 360 insights agentic workflow: Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results.
Triage cases agentic workflow: Multilingual and localization flows in the Triage Cases workflow are now fully supported.

Configure knowledge generation: Enable users with the sn_skill_builder.admin role to generate knowledge base articles in ServiceNow Otto for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process.

Configure Sidebar Summarization: Enable customers to generate summaries from the required case and task tables in ServiceNow Otto for CSM as default tables can now be pre-selected and locked.

Zurich Patch 7

Changes to Complaint Case AI agent collection

Updates have been added to the Complaint Case playbook to work better with the Complaint Case AI agent:

Triage displays complaint details and enables a human agent to identify and request missing information.
Complaint‑specific case summarization is available directly within the playbook.
Replace research case task activities with case tasks list activity.

Enhancements in the Sentiment analysis dashboard

Sentiment analysis dashboard support has expanded to include interaction records, and positive and negative sentiment drivers have been consolidated into a single Sentiment Drivers view.
The top negative assignment group and number of cases by channel visualizations have been merged into the new Impact Explorer visualization for streamlined analysis.
Widget placement in the Workforce Optimization dashboard has been optimized for accessing insights and trends across interfaces.

Enhancements in Trending topics dashboard

The Accounts, Products, Assignment Groups, and Channels graphs have been consolidated into the Impact Explorer card.
Search and pagination have been added to the list header.
The Historical trends resurfacing graph has been added the Trending topics dashboard to show historical trends at a glance.
Trending topics have been expanded beyond the top 10 results to provide deeper insight into emerging patterns.
The trending topics widget has been added in the Workforce optimization dashboard as the AI insights tab.

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.

Zurich Patch 4
Enhancement in case summarization skill flow: The Define trigger step has been added to the case summarization flow. Admins can choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are generated automatically.
Enhancement in email reply recommendation skill: Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures.
Unified admin experience for Now Assist skills: Skills cloned in AI Admin Hub console can now be edited in AI Skill Kit. This update unifies the admin experience across AI Admin Hub and AI Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation.
Role configuration required for agentic workflows and AI agents: Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
Display sentiment scale in case list view: Sentiment scoring has been added to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative, to very negative.

Zurich Patch 3
Multilingual support: Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages.

Early Availability
Suggested steps in the Recommended Actions tab: View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, ServiceNow Otto for CSM generates and displays these steps in a card at the top of the Recommended Actions tab.
KB generation skill configuration enhancement: The Is Template field on the KB generation skill configuration record is enabled by default. With the skill_builder.admin role, you can copy or clone the KB generation skill and customize the prompt in the skill kit.

Activation information

Now Assist features are available with activation of the ServiceNow Otto for CSM plugin. For more information, see Install Now Assist plugins.

Starting with Vancouver Patch 4, ServiceNow Otto for CSM is supported.

Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported.

Additional requirements

Check your entitlements to determine whether you have access to the ServiceNow Otto for CSM application.