When operators encounter a deviation on the shop floor, finding the right guidance across manuals, standard operating procedures, and safety documentation slows down resolution and increases the risk of inconsistent execution. ServiceNow Otto for ICW brings generative AI directly into the deviation workflow so operators can act on the most relevant guidance without leaving the task at hand.

ServiceNow Otto for ICW application allows industrial workers and leaders to

- Surface the procedures and reference documents most relevant to a deviation as it is being recorded
- Read AI-generated summaries that explain why each document applies to the situation
- Generate a grounded, step-by-step resolution plan from the underlying documentation, with reasoning that can be reviewed against the source

ServiceNow Otto for ICW extends the Digital Factory Workspace deviation experience with generative AI capabilities, including:

- Document Contextualization
- Surfaces external documents semantically related to a new deviation as document cards on the deviation form
- Generates an on-demand summary explaining why each document applies to the deviation

- Action Plan
- Generates a step-by-step resolution plan, grounded in the related external documents
- Presents the plan with expandable reasoning so operators can verify each step against its source
- Built on the AI Enhanced Recommended Actions framework, so cards integrate natively with the Recommended Actions panel.