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We all use AI for our daily queries, but what if we can use it to do our tasks? Many organizations have been trying to shift from using AI for conversations to get end-to-end solutions. Today, we will be talking about an interesting ServiceNow Knowledge 2026 update, i.e, ServiceNow Otto. In this blog, we will take you through what ServiceNow Otto is, its core capabilities, and how it works.
What is ServiceNow Otto?
ServiceNow Otto combines Now Assist, Moveworks, and AI experience capabilities to deliver a new AI experience to every department and system in an organization. Employees usually struggle with the gap between the governed platform and the AI they use within applications. Even after using AI models, they still have to wait for approvals and permissions and move their requests through.
ServiceNow Otto eliminates this gap as it is not limited to any particular application but across the enterprise. It offers a unified AI experience that converts conversational AI into end-to-end solutions, putting AI to work for you. Starting by understanding the context, assigning the right ServiceNow AI Agents, and finally completing the process on its own.
ServiceNow Otto is going to take up the employee roles and location without them knowing which system handles their work. Additionally, all this will be governed by the ServiceNow AI control tower, enhancing a secure environment. Together, the ServiceNow AI Platform will help enterprises improve speed and gain greater control.
What are the core ServiceNow Otto Features?
The major feature of ServiceNow Otto is to compile interactions across multiple channels for complex workflows. This is all done with the following features:
- Conversational AI: Employees can add requests in their own language, and ServiceNow Otto will understand the context and provide solutions without you having to move from one page to another.
- Enterprise Search: One can search across enterprises for documents, wikis, databases, and SharePoint. ServiceNow Otto will provide accurate answers as per the role, department, and location.
- AI Voice Agents: With the introduction of voice agents, employees can now communicate in their preferred language, making it easier for them to connect. There are no more menu trees and hold queues during support calls.
- AI Data Explorer: It will help make enterprise data easier to understand, along with insights and analysis.
ServiceNow Otto Updates in Knowledge 2026
At ServiceNow Knowledge 2026, there have been multiple ServiceNow Otto announcements that report its features and functionalities. Some of the interesting upgrades that came forward were:
The AI Experience
The Servicenow AI experience is about to change, with Otto. The feature will help employees, support teams, and customers who use ServiceNow AI to talk or chat, now extends it to search, browse, analyze, and build with ServiceNow Otto.
End-to-End Support
Moving from conversational AI to end-to-end support is one of the biggest upgrades. ServiceNow Otto will help you use AI to do your tasks across different systems and workflows. It ensures the cycle ends without any issues for the employee who started it.
ServiceNow AI Platform
ServiceNow Otto is built on your native ServiceNow platform and has a complete understanding of your business. It helps AI agents get access to organizations’ data, policies, and workflows. Overall, this integration helps improve decisions made by the ServiceNow AI.
ServiceNow Otto: The New Agentic AI future
ServiceNow Otto will be released in all ServiceNow products in the coming year, providing access to employees, customers, and support teams. It is not a simple feature added to your ServiceNow environment, but an innovation that moves AI intelligence from concept to execution.
By completing end-to-end workflows and implementing the governance that organizations require, ServiceNow AI control tower and Otto work together to enable better repositioning. ServiceNow Knowledge 2026 is coming up with future AI innovations, that offers new greater opportunities for you to learn and grow in ServiceNow.
