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 AI capabilities into Sales Customer Relationship Management (CSM). It enhances the customer experience primarily for business-to-business (B2B) clients by enabling AI-powered chat and voice assistants for managing invoice disputes and order cases directly through the Business Portal. This application supports automated case handling, seamless escalation to human agents, and improved workflow efficiency.
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Key Features
- AI-Powered Invoice Case Management: Customers can report quantity-related invoice disputes via conversational AI assistants (chat or voice), which validate details, create cases, and autonomously resolve eligible disputes by issuing credit notes or replacement orders.
- Human Agent Handoff with Context Transfer: Complex disputes are escalated smoothly to live agents with full conversation context, enabling agents to assist customers without redundant information requests.
- Now Assist Integration for Invoice Resolution: Agents receive insights from similar cases and recommended resolutions, reducing research time and enhancing consistency.
- Automated Email Notifications: Customers receive updates on key stages of invoice case processing, including confirmations, resolutions, and next steps.
- Return Merchandise Authorization (RMA) AI Agent: Automates entitlement checks, selects resolutions, manages customer approvals, provides proactive updates, and handles complex email queries.
- Manage Order Operations Agent: Allows B2B customers to autonomously submit order cases in natural language via chat or voice on the Business Portal, streamlining order change requests and expediting case creation.
- Order Summarization: Offers a unified, real-time summary of complex orders to support accurate status tracking, task prioritization, and improved communication across teams and partners.
- Usage Measurement Update: Now Assist AI usage measurement has shifted to a 365-day burn-down model resetting at contract anniversary to improve tracking accuracy.
Activation and Plugin Information
To use ServiceNow Otto for Order Management, customers must request and install the application from the ServiceNow Store via the Application Manager. The release introduces new plugins, including:
- Manage Invoice Operations (com.sninvopsaias): Provides AI assistants for invoice dispute intake and resolution.
- RMA Case Management (com.sncsmrmacase): Streamlines RMA case creation and management.
- Manage Order Operations (com.snordopsaias): Enables autonomous order case submissions in natural language.
Note that RMA Case Management does not support mobile devices or Internet Explorer as of this release.
Related Applications and Features
- AI Admin Hub: Central console for configuring and monitoring Now Assist applications.
- ServiceNow Otto Panel: Conversational interface within the CSM Workspace to quickly access summarized case and chat information.
- Generative AI Skills: Offers AI-driven summarization and content generation to support various workflows in customer service.
- Customer Service Management (CSM): Helps organizations proactively resolve customer issues, improving satisfaction and retention through enhanced service management.
Practical Benefits for ServiceNow Customers
By leveraging ServiceNow Otto for Order Management, customers can expect:
- Improved self-service capabilities with AI-driven conversational interfaces for invoice disputes and order management.
- Reduced manual workload and faster case resolutions through automation and intelligent routing.
- Enhanced customer satisfaction via seamless escalation and continuous communication.
- Greater operational efficiency and accuracy with comprehensive order summaries and proactive task management.
- Access to robust AI tools integrated into the ServiceNow platform that support productivity for both customers and agents.
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 ServiceNow Otto 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
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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.
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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.
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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.
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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.