ServiceNow Otto

What is ServiceNow Otto?

ServiceNow® Otto is an AI assistant for work. It lets employees, customers, and support teams ask questions or make requests in natural language, then helps move the work forward across systems and workflows.

Otto is designed to do more than provide answers. Depending on the request and the organization’s setup, it can find relevant information, trigger workflows, and coordinate actions, while working within configured permissions, policies, and approval processes.

ServiceNow positions Otto as a unified AI experience that brings together capabilities associated with Now Assist, Moveworks, and AI Experience. It can be experienced through ServiceNow EmployeeWorks, among other ServiceNow experiences.

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How ServiceNow Otto works

People can interact with Otto through supported channels such as chat or voice. Otto uses the request and available business context to identify what needs to happen, then draws on relevant information, AI agents, skills, and workflows to carry out the next steps.

For example, an employee might ask for help with an IT issue or a workplace request. Otto can help find an answer, initiate the appropriate workflow, or coordinate actions across systems. Requests that need human judgment can be routed to a person with relevant context.

The exact experience and actions available depend on the organization’s ServiceNow products, configuration, integrations, and governance.

What should organizations consider when adopting Otto?

Introducing an AI assistant involves more than choosing an interface. Organizations should consider:

• Use cases: Which employee or customer requests would benefit from a conversational experience?

• Systems and data: Which information sources and workflows need to be connected

• Permissions and governance: What can Otto access or do, and when should approval or human review be required?

• Employee experience: How will Otto fit with existing portals, support channels, and ways of working?

• Measurement: How will the organization assess whether Otto is improving service and reducing effort?

A clear understanding of the current ServiceNow environment can help teams set realistic priorities and introduce capabilities in stages.

How The Cloud People can help with ServiceNow Otto

As a pure-play ServiceNow Elite Partner, The Cloud People can help you assess where Otto could support your organization, how it relates to your existing ServiceNow capabilities, and what may be needed to make it useful in practice.

We can support planning, implementation, and ongoing improvement, including reviewing workflows, data, integrations, governance, and the employee experience. The aim is to help you identify practical next steps that fit your business needs and ServiceNow roadmap.

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Frequently Asked Questions (FAQ)