ServiceNow Otto for Sourcing and Procurement Operations (SPO) adds the following GenAI capabilities to the Source-to-Pay product suite:

• **Conversational intake for sourcing and procurement** – an AI Agent flow that lets employees describe procurement needs in natural language and automatically turns the dialogue into the correct request: purchase requisition, sourcing requests, or general procurement inquiries.
• **Record summarization** – an on-demand summary service that extracts the most relevant context, decisions, actions completed and next steps from requests and their related records so fulfillers can act quickly.

The following features are also introduced:

- Sentiment analysis for procurement cases
- Email response generation
- Text-to-analytics capability powered by GenAI (prompt-based data reports)

Note: Now Assist has been renamed to ServiceNow Otto, ServiceNow's AI experience brand. As a result, Now Assist for Sourcing and Procurement Operations is now ServiceNow Otto for Sourcing and Procurement Operations.

### For Requesters

Empowering employees to easily find, request, and track what they need.

- Conversational intake for sourcing and procurement: Request products, services, or general procurement support through natural language. The Agent automatically captures actionable details and applies procurement policies to guide users to the right path.
- On-catalog and off-catalog request capture with complete, actionable details.
- Tailored product suggestions based on organizational buying behavior.
- Request placement with approved suppliers.
- Self-service visibility into request and order progress.
- Knowledge article summaries for faster issue resolution.
- Include attachments and supporting documentation directly in the request.
- Request for multiple items (up to three) in a single conversation, before routing to pre-filled web intake forms.
- Apply codified procurement policies via a decision table to determine the right channel or route.

- Self-service visibility into request and order progress via summaries for sourcing requests, purchase requisitions, and purchase orders displayed in Shopping Hub.
- ServiceNow Otto, powered by Now Assist, AI Search for Shopping Hub enables natural language queries to return the most relevant products and suppliers, eliminating the need to know exact item names.

### For Fulfillers

Helping procurement teams respond faster and work more efficiently.

- AI-powered summaries: Access summarized information across sourcing requests, purchase requisitions, purchase orders, procurement cases, sourcing events and negotiations — displayed in Source-to-Pay Workspace and the Now Assist panel for quick context.
- ServiceNow Otto, powered by Now Assist, in AI Search for Source-to-Pay Workspace surfaces the most relevant records across multiple tables, enabling fulfillers to locate key information faster. Genius Results render for knowledge articles.
- Sentiment analysis for procurement cases
- Email response generation
- Text-to-analytics capability powered by GenAI (prompt-based data reports)

### For Administrators

Enhancing flexibility and control over AI configurations.

- Model flexibility: Administrators can configure each AI Skill to use their model of choice - Now LLM, GPT, Claude, or Gemini - to best align with enterprise preferences and performance needs.
- Internationalization for summaries across Shopping Hub, Source-to-Pay Workspace and Now Assist Panel for requesters and fulfillers.
- The following features are also introduced:
- Sentiment analysis for procurement cases
- Email response generation
- Text-to-analytics capability powered by GenAI (prompt-based data reports)