ServiceNow Otto™ Generative AI

AI agents are proliferating faster than most organizations can govern them. ServiceNow AI Control Tower fixes that.

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Your Teams Are Doing Work That Otto Should Be Handling

Agents writing resolution notes after every ticket closes. Service desk teams fielding the same requests that an AI solution could handle in seconds. These are not signs of a struggling team. They are signs of a platform that has not been configured to carry its full weight. CRI Advantage is the partner that changes that.

Now Assist for ITSM Teams Caught in the Documentation Loop

When an agent closes a ticket, someone still has to write the resolution note and log the fix. Now Assist for ITSM teams means Otto drafts that automatically using the incident context, recovering hours per agent per week for organizations managing high ticket volumes.

CSM Agents Handling Predictable Requests at Scale

Otto powers a virtual agent that understands what customers are actually asking. Using intent-aware conversation rather than keyword matching, it resolves common requests before they reach a live agent. The team stays focused on cases that genuinely need a human.

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What ServiceNow Otto™ Does

ServiceNow Otto™ consolidates the full suite of Now Assist capabilities, formerly Now Assist, Moveworks, and AI Experience, into a single layer built natively into the Now Platform.

Otto generates summaries of open and resolved tickets by pulling context from the incident record. Agents get up to speed without reading through a full thread, and handoffs carry the information teams need without a manual recap.

When a ticket closes, Otto drafts the resolution note using the case context. Agents review and confirm rather than write from scratch. The same capability extends to knowledge base articles, keeping your self-service library current without additional manual effort.

Otto powers smarter search across service portals and enables a virtual agent that handles multi-turn conversations for common requests. Customers and employees get answers in natural language before requests become tickets.

Admins and developers describe a workflow in plain language and Otto generates the flow for them to review and refine. This reduces build time and lowers the barrier for teams that need to automate processes without deep development resources.

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Configure ServiceNow Otto™ for Your Organization

CRI Advantage configures ServiceNow Otto™ to match your organization’s specific workflows, not a generic out-of-the-box deployment.

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How CRI Advantage Deploys ServiceNow Otto™

Out of the box, ServiceNow Otto™ gives you a baseline. What determines whether it changes how your team works is how it is mapped to your environment: your service catalog, your module structure, your specific workflows and escalation paths.
CRI Advantage’s Otto deployments follow the same ServiceNow implementation discipline that earned us the 2024 Partner of the Year recognition in the Premier segment for the Americas. We review your current module configuration before any Otto setup begins, identify where ServiceNow intelligent automation capabilities will have the highest operational impact, and configure the product to fit your actual workflows rather than a template. For organizations that want continuity beyond go-live, our NowAdvantage managed support services carry the work forward.

Why CRI Advantage

CRI Advantage earned the 2024 ServiceNow Consulting and Implementation Partner of the Year recognition, Premier segment, Americas region, by delivering implementations that hold up. Every CRI engagement is staffed with onshore U.S. consultants working directly in your environment. If you are already running ServiceNow ITSM or CSM, ServiceNow Otto™ is the logical next step in the investment you have already made. CRI Advantage makes sure that step lands correctly.

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FAQs About ServiceNow Otto™

ServiceNow Otto™ consolidates the full Now Assist capabilities, along with Moveworks and AI Experience, into a single ServiceNow generative AI experience on the Now Platform. If your organization was already using Now Assist, Otto is the current version with an expanded feature set. CRI Advantage can assess your existing configuration and transition your deployment to the current Otto release.

No. ServiceNow Otto™ activates within your existing module structure. There is no separate system to integrate or maintain. CRI Advantage configures Otto to work with your current setup without requiring a platform rebuild.

ServiceNow Otto™ is available across ITSM, CSM, HRSD, ITOM, and Field Service Management. The specific capabilities your organization can access depend on which modules you are licensed for. CRI Advantage reviews your current licensing during discovery to confirm what is available and what may require additional licenses.

ServiceNow Otto™ is built for organizations already running the Now Platform that want to reduce manual work across service management workflows. It delivers the most immediate value for IT and operations teams handling high ticket volumes in ITSM or CSM environments, and for platform admins and developers who build and maintain workflows on the Now Platform.

Yes. ServiceNow Otto™ supports connections to third-party large language models including Microsoft Copilot, Azure OpenAI, IBM WatsonX, and Google Gemini. Organizations with existing enterprise agreements for those tools can configure Otto to use them as the underlying model. CRI Advantage manages that integration as part of the deployment.

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