ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes
The ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Telecommunications, Media, and Technology (TMT) was enhanced and updated in the Australia release.
About ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
- Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
- Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
- Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
- Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
- Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution.
See ServiceNow Otto for Telecommunications, Media, and Technology (TMT) for more information.
Activation and other requirements
- Activation information
Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see Install plugins for ServiceNow Otto.
Australia Early Availability
The ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Telecommunications, Media, and Technology (TMT) was enhanced and updated in the Australia release.
What's new
- Auto-onboarding
- Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort.
Australia
The ServiceNow® ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. ServiceNow Otto for Telecommunications, Media, and Technology (TMT) was enhanced and updated in the Australia release.
What's new
- Squad resource identifier
- Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements.
- Product release email communication
- Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.
- Risk signals and solution synchronization
- Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.
- Create product adoption roadmaps using Now Assist
- Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.
- Support renewals and expansion
- Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook.
- Customer 360 AI insights
- Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health.
- Analyze the sentiment of a service problem case using ServiceNow Otto for TMT
- Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record.
- Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
- Generate a comprehensive summary of the service problem case records that you have linked on the ADR case.
- Generate resolution notes for ADR case
- Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback.
- Generate a deadlock letter using ServiceNow Otto for TMT
- Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer.