ServiceNow Otto

Otto is ServiceNow’s way of unifying its AI products into a single assistant. It combines the conversational search that came from Moveworks, the workflow skills of Now Assist, and an agentic interface on the Now Platform. An employee can ask for help in plain language, and Otto finds an answer or starts the workflow that does the job, such as requesting access or opening an IT ticket.

The point is action across systems. ServiceNow positions it as an assistant that works with the enterprise tools a person already uses, not just answering from a knowledge base. Governance is a major theme: AI Control Tower tracks the agents, logs interactions, and enforces policies, which matters when many agents are acting at once.

Otto is rolling out in stages across ServiceNow’s products and is sold to organizations that already run workflows on the platform. Capabilities depend on how a company has set up its workflows and data. Alternatives include Microsoft Copilot, Salesforce Agentforce, Atlassian’s Rovo, Glean, and Aisera. ServiceNow Otto suits large organizations using ServiceNow for IT and employee service.