ServiceNow Otto for Workplace Service Delivery (WSD) release notes
Summarize
Summary of ServiceNow Otto for Workplace Service Delivery (WSD) Release Notes - Zurich Release
ServiceNow Otto for Workplace Service Delivery (WSD) is an AI-powered application designed to enhance workplace agent productivity by summarizing case information, generating resolution notes, and summarizing chat interactions. Agents can quickly review chat and case contexts to propose resolutions efficiently. The Zurich release introduces key enhancements and updates to improve these capabilities.
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Key Features
- Case Summarization (Zurich Patch 7): Now Assist for WSD includes a case summarization skill that helps agents quickly understand and act on workplace cases.
- Optimize Cleaning Activities Agentic Workflow (Zurich Patch 1): Automates cleaning and maintenance scheduling based on space utilization rates where maintenance cases are created.
- Automate Map Updates Agentic Workflow (Zurich Patch 1): Assists map administrators by automating bulk updates to Indoor Mapping, retrieving CAD file sources autonomously and managing import tasks.
- ServiceNow Otto Rebranding (Zurich Patch 12): The AI experience formerly known as Now Assist has been rebranded as ServiceNow Otto, reflecting its role as a conversational AI platform integrated into ServiceNow workflows with multimodal interaction and autonomous orchestration capabilities.
- Usage Measurement Update (Zurich Patch 5): AI usage tracking has shifted from a 365-day look-back to a 365-day burn-down model with resets at contract anniversaries, enhancing clarity on AI consumption.
Activation and Access
ServiceNow Otto for WSD is available through the ServiceNow Store. Customers must request installation from the Store to enable the application. Product entitlements remain unchanged despite the rebranding.
Related Applications and Tools
- Now Assist: Enhances organizational productivity through improved self-service, action recommendations, and efficient search capabilities.
- Now Assist Admin Hub: Provides a centralized console for setup, configuration, and monitoring of Now Assist applications.
- Now Assist Panel: A conversational interface that quickly summarizes chats, cases, and resolution notes for faster context comprehension.
Practical Impact for ServiceNow Customers
This release enables workplace agents to leverage AI-driven summarization and automation workflows to resolve cases faster and optimize workplace maintenance activities. The rebranding to ServiceNow Otto signals enhanced AI capabilities integrated deeply into ServiceNow workflows, promising improved agent efficiency and autonomous process orchestration. Customers should review their entitlements and activate the application via the ServiceNow Store to benefit from these updates.
The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release.
ServiceNow Otto for Workplace Service Delivery (WSD) highlights for the Zurich release
- ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
Zurich Patch 7: Summarize workplace cases by using ServiceNow Otto for WSD.
Zurich Patch 5: Review changes to Now Assist usage measurement.
- Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow.
- Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow.
See Now Assist for Workplace Service Delivery (WSD) for more information.
New in the Zurich release
- Summarize a workplace case using Now Assist for WSD
- Use the case summarization skill to summarize the case context and take appropriate action.
- Optimize cleaning activities agentic workflow
- Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created.
- Automate map updates agentic workflow
- Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping.
The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state.
Changed in this release
- Zurich Patch 12
- Now Assist > ServiceNow Otto announcement
- Now Assist 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 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
Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.