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sourceDocument: Zurich Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes

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    - zurich

ft:locale :

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ft:publication_title :

    - Zurich Release Notes

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---

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes

# ServiceNow Otto for Telecommunications, Media, and Technology (TMT) release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read  
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 Zurich release.

## About ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#now-assist-for-tmt-rn__now-assist-for-tmt-rn-highlights}

[Zurich Patch 5](https://servicenow-prod.fluidtopics.net/EUKjGiGPGAI0Y2J3e0OXkQ "The Zurich Patch 5 release contains important problem fixes.")

* Review changes to Now Assist usage measurement.
{#now-assist-for-tmt-rn__ul_th5_hpb_xhc}  
[Zurich Patch 4](https://servicenow-prod.fluidtopics.net/i4YMnCLVW7eu1rHqMLWEww "The Zurich Patch 4 release contains important problem fixes.")

* Address voice quality issues and validate tickets with RADCOM.
* Summarize the risk signal and issues records along with respective risk solution and occurrence records.
* Additional role configuration required for agentic workflows and AI agents included with your applications.

{#now-assist-for-tmt-rn__ul_lky_yhp_dhc} [Zurich Patch 1](https://servicenow-prod.fluidtopics.net/ryznRs456gpDAGVQsRzm4g "The Zurich Patch 1 release contains important problem fixes.")

* Manage and resolve billing inquiry case requests using a team of AI agents.
* Analyze network incidents, correlate associated cases, and provide resolutions.
* Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details.
* Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings.
* Use agentic AI to quickly create consumer registrations.
{#now-assist-for-tmt-rn__ul_dpl_bts_jfc}

See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US) for more information.{#now-assist-for-tmt-rn__now-assist-for-tmt-rn-highlights-3}

## Activation and other requirements

Important:  
ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

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](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). {#now-assist-for-tmt-rn__now-assist-for-tmt-rn-activation-1}

## January 2026 {#ariaid-title2}

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 Zurich release.

### What's changed {#now-assist-for-tmt-rn-2026-01__now-assist-tmt-rn-changed-features}

[Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US)
:   Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710).
{#now-assist-for-tmt-rn-2026-01__now-assist-tmt-rn-changed-features-1}

## December 2025 {#ariaid-title3}

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 Zurich release.

### What's new {#now-assist-for-tmt-rn-2025-12__now-assist-for-tmt-rn-new-features}

[Address voice quality issues](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Collect customer details about the voice quality issue, open a service ticket with RADCOM (<https://radcom.com/>), and generate a resolution plan.

[Risk signals and issues summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-risk-signals-issues&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.
{#now-assist-for-tmt-rn-2025-12__now-assist-for-tmt-rn-new-features-1}

### What's changed {#now-assist-for-tmt-rn-2025-12__now-assist-tmt-rn-changed-features}

[Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add.
{#now-assist-for-tmt-rn-2025-12__now-assist-tmt-rn-changed-features-1}

## Zurich General Availability {#ariaid-title4}

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 Zurich release.

### What's new {#now-assist-for-tmt-rn-2025-09__now-assist-for-tmt-rn-new-features}

[Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
:   Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.

[Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.

[Analyze network incidents](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.

[Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.

[Trigger risk mitigation touchpoint](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and
    scheduling preferences.

[Success summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-plays&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.

[Analyze metric data trend](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-metric-trend&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.

[Service summary generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-knowledge-graph&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Generate a service summary for a product inventory.

[Knowledge graph schema generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-create-knowledge-graph&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Use the Knowledge Graph (KG) to create Knowledge Graph schema.

[Customize a summary card for service summary](https://www.servicenow.com/docs/access?context=customize-uib-builder-service-summary&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Customize the summary card of the service summary and UI actions according to your needs.

[Register consumers using Agentic AI](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&version=zurich&pubname=zurich-telecom-media-technology&ft:locale=en-US)
:   Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
{#now-assist-for-tmt-rn-2025-09__now-assist-for-tmt-rn-new-features-1}

### What's changed {#now-assist-for-tmt-rn-2025-09__now-assist-tmt-rn-ui-changes}

Coral theme
:   Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
{#now-assist-for-tmt-rn-2025-09__now-assist-tmt-rn-ui-changes-1}