ServiceNow Otto for Order Management release notes
Summarize
Summary of ServiceNow Otto for Order Management Release Notes
ServiceNow Otto for Order Management is a new application introduced in the Zurich release that integrates platform AI capabilities into Sales Customer Relationship Management (CSM). It empowers business-to-business (B2B) customers to autonomously handle order and invoice-related cases via AI-powered virtual assistants on the Business Portal. The application streamlines dispute intake, order management, and return merchandise authorization (RMA) processes, enhancing customer experience and agent productivity.
Show less
Key Features
- AI-Powered Invoice Case Management: Customers can report quantity-related invoice disputes through conversational AI chat or voice assistants that validate details, create cases, and autonomously resolve eligible disputes by issuing credit notes or replacement orders. Complex cases are seamlessly escalated to human agents with full conversation context transferred to the CSM/FSM Configurable Workspace.
- RMA AI Agent: Automates entitlement checks with real-time warranty validation, recommends resolutions, manages multi-intent emails, and provides proactive case updates, reducing turnaround time and improving case handling.
- Manage Order Operations Agent: Enables B2B customers to submit order cases by describing their needs in natural language via chat or voice on the Business Portal. It intelligently categorizes requests (e.g., expedited delivery) and links cases directly to specific orders, reducing manual case creation and speeding resolution.
- Order Summarization: Provides a unified, real-time summary of complex orders covering products, services, and fulfillment tasks. This helps agents respond confidently to customer inquiries, track changes, prioritize tasks, assign resources effectively, and monitor potential delays.
- Now Assist Enhancements: Includes AI-driven insights for invoice dispute resolution by surfacing similar cases and resolution patterns to agents, improving consistency and reducing research time. Automated email notifications keep customers informed throughout the invoice case lifecycle.
- Usage Measurement Update: Now Assist usage measurement has shifted from a rolling 365-day look-back to a 365-day burn-down model resetting at contract anniversaries, improving AI usage tracking.
Activation and Plugin Information
The application is available for installation from the ServiceNow Store via the Application Manager. Key new plugins introduced in the Zurich release include:
- Manage Invoice Operations (com.sninvopsaias): Supports AI-driven invoice dispute intake, autonomous resolution, and human agent assistance within the workspace.
- RMA Case Management (com.sncsmrmacase): Simplifies and accelerates RMA case creation and processing for install base items.
- Manage Order Operations (com.snordopsaias): Enables autonomous order case submission by B2B customers using natural language.
Note that RMA Case Management does not support mobile devices or Internet Explorer browsers as of this release.
Practical Benefits for ServiceNow Customers
- Enhance self-service capabilities by enabling B2B customers to report disputes and submit order changes easily through AI-powered chat and voice assistants on the Business Portal.
- Improve case resolution speed and accuracy with AI assistance and seamless human agent handoff that preserves conversation context.
- Increase agent productivity with real-time order summaries and AI insights that reduce the need for navigating fragmented views or manual research.
- Maintain customer satisfaction through proactive communication with automated email notifications and timely case updates.
- Streamline RMA entitlement and resolution processes to reduce turnaround times and improve customer service quality.
The ServiceNow® ServiceNow Otto for Order Management application brings platform AI capabilities to Sales Customer Relationship Management. ServiceNow Otto for Order Management is a new application in the Zurich release.
ServiceNow Otto for Order Management highlights for the Zurich release
- Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
- Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace.
- RMA AI agent for automated RMA entitlement and intelligent case handling.
- Review changes to Now Assist usage measurement.
- Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent.
- Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity.
See Now Assist for Order Management for more information.
ServiceNow Otto for Order Management features
- AI-powered invoice case management for customers
- Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed.
- Invoice dispute intake with voice assistant
- Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent.
- Human agent handoff with context transfer
- Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information.
- Now Assist for invoice case resolution
- Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
- Automated email notifications for invoice cases
- Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review.
- Return Merchandise Authorization
- Leverage the RMA AI agent for automated entitlement and case handling with the following features:
- Automates entitlement checks with real‑time warranty validation
- Selects best‑fit resolution and sends for customer approval
- Generates recommended actions when no valid entitlement is found
- Provides proactive case updates and follow‑ups
- Answers customer queries and handles multi‑intent emails
- Enable the manage order operations agent in the Business Portal
- Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal.
- Request order changes using Now Assist
- Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options.
- Summarize an order using Summarization for Order Management
- Generate a summary of a complex order for a unified view of the order's current state to:
- Respond confidently to customer queries with accurate, real-time order status.
- 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.
- Assign tasks to appropriate resources based on priority and skill.
- Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment.
Changed in this release
- 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.
Activation information
Request the ServiceNow Otto for Order Management application from the ServiceNow Store and install it using the ServiceNow® Application Manager. For more information, see Install a ServiceNow Store application.
Plugin information
- New plugins
-
The following plugins are new in Zurich:
Zurich Patch 7-
Manage Invoice Operations (com.sn_inv_ops_aias): Delivers AI-powered assistants that handle invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate invoice case resolution.
-
RMA Case Management (com.sn_csm_rma_case): Enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow.
-
Manage Order Operations (com.sn_ord_ops_aias): Enables business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language.
-
Browser requirements
Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.