ServiceNow Otto for Customer Service Management (CSM) brings GenAI and agentic AI to every service channel — voice, chat, email, and web. AI agents autonomously handle routine requests end-to-end, while live agents get full context transfer with built-in summarization, content generation, recommendations, and AI-powered search. Customize AI behavior to your specific processes with configurable prompts, grounding across four dimensions — data, instructions, relationships, and actions — and Skill Kit for building or customizing GenAI skills.

- **Triage cases agentic workflow** – Automates case triage with AI agents for context validation, duplicate identification, entity extraction, document verification, and intelligent routing
- **Provide Customer 360 insights agentic workflow** – AI agents surface case actions, customer insights, and troubleshooting steps from a unified view
- **AI voice agents** – Handle case status inquiries and case creation over voice channels
- **Case, chat, call, and sidebar summarization** – Summarize any interaction with GenAI so agents get context immediately
- **Email and chat reply recommendations** – Generate contextual reply recommendations to reduce agent effort
- **Resolution notes and KB generation** – Automatically generate resolution notes and knowledge base articles from completed interactions
- **AI Search** – Surface relevant knowledge and solutions in real time, with conversational search in the ServiceNow Otto panel
- **Virtual Agent** – Deflect routine inquiries with conversational answers and scheduling
- **Suggested steps generation** – Provide AI-generated step-by-step guidance to help agents resolve cases
- **Sentiment analysis and trending topics** – Identify at-risk interactions and monitor emerging issues from dedicated dashboards
- **Activity response generation** – Generate responses within the activity stream with multiple options for handling interaction data
- **Service recommendations** – Recommend case types based on entitled products connected through service definitions
- **Chat and Voice interaction Wrap Up** – Streamline post-interaction work with GenAI-powered wrap-up for chat and voice channels
- **Case Deflection in Portal** – AI-assisted answers in the case submission form in the portal
- **Engagement Messenger** – Extend GenAI capabilities to the Engagement Messenger channel
- **Skill Kit** – Customize existing GenAI skills or build net-new ones tailored to your service processes
- **Configurable prompts and grounding** – Tailor AI behavior across four dimensions: data, instructions, relationships, and actions
- **ServiceNow Otto for ITSM** – All ITSM GenAI skills and entitlements included
- **Platform GenAI skills** – ServiceNow Otto for Knowledge, Generative AI Framework, and other platform-level capabilities