ServiceNow Otto for Retail Service Management (RSM) brings generative AI and agentic workflows to Retail Service Management to help teams resolve cases faster, streamline processes, and reduce manual effort. By using AI-driven insights, case summarization, and intelligent automation, it improves productivity for HQ teams, enabling smarter decisions and better customer experiences. Built on Now Assist.

Key features of Store Inquiry AI agent:

- Understands store inquiries and identifies similar cases to provide quick context.
- Searches intelligently across knowledge base articles, past cases, and attached documents to surface relevant information.
- Shares clear, policy-compliant resolution steps to help HQ agents accelerate case handling.
- Prompts agents to accept, edit, or reject AI-suggested solutions, enabling faster decision-making and reducing manual effort.