ServiceNow Otto Creates the Unified AI Experience for the Enterprise

ServiceNow announced ServiceNow Otto, a new AI experience that combines the intelligence of Now Assist, Moveworks, and AI Experience to complete work across every department and system. Employees, partners, and customers ask. ServiceNow Otto handles the rest.

Enterprise AI has a completion problem. Other major software providers ship AI inside their own applications, working in compartmentalized isolation, unable to complete work across departments or systems. Large language models bring intelligence to the problem but don’t connect to a governed platform with the approval chains, permissions, audit trails, and cross-system workflows that enterprise work requires. The result: AI that answers questions but can’t finish the job. Employees still toggle between applications, chase approvals, and route their own requests. AI costs continue to rise, and productivity gains remain elusive.

ServiceNow Otto is built for exactly this gap. Rather than living inside a single application, ServiceNow Otto sits across the entire enterprise, understanding intent, routing work to the right agent, and executing it to completion. Employees, customers, and support teams talk, chat, search, browse, analyze, and build. ServiceNow Otto is designed to handle the rest, adapting to each employee’s role and location without requiring them to know which system handles their request. Actions are governed by AI Control Tower, which can log each AI interaction, enforce enterprise policies, and provide explainability for every decision.

“Moveworks understood what employees needed. ServiceNow could do the work. Together, we built ServiceNow Otto, an AI experience that completes work, across any system, department, or any workflow,” said Bhavin Shah, SVP and GM of Employee Experience and AI at ServiceNow. “Employees no longer need to know where to go or who to ask. They just ask ServiceNow Otto, and it can handle the rest within the guardrails the enterprise requires."

ServiceNow Otto brings together multimodal interactions across every channel and autonomous orchestration for complex cross-system workflows through:

ServiceNow Otto is already at work across the platform, beginning with ServiceNow EmployeeWorks and AI‑driven experiences governed through AI Control Tower. ServiceNow EmployeeWorks is one of the first ways organizations experience ServiceNow Otto in action — using conversational AI to resolve work end to end. Just one month after launch, ServiceNow EmployeeWorks generated six deals exceeding $1 million each in net new annual contract value (NNACV), demonstrating that when AI is grounded in enterprise context and completes real work, people adopt it.

ServiceNow Otto provides a unified AI experience for engaging execution across systems and workflows. Actions are grounded in a customer’s data, policies, approval chains, and organizational structure, helping users ensure work doesn’t just move faster, but gets done right.

Source: ServiceNow media announcement