AI in Customer Success Management

---
title: AI in Customer Success Management
description: Use ServiceNow Otto to automate customer success work across engagements, touchpoints, risk signals, and playbooks in Customer Success Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-otto-cs-landing.html
release: australia
topic_type: concept
last_updated: "2026-09-22"
reading_time_minutes: 2
keywords: [ServiceNow Otto, Customer Success Management, agentic workflows, generative AI skills]
breadcrumb: [Explore, Customer Success Management]
---

# AI in Customer Success Management

Use ServiceNow Otto to automate customer success work across engagements, touchpoints, risk signals, and playbooks in Customer Success Management.

ServiceNow Otto brings generative AI skills and agentic workflows to Customer Success Management. Customer success managers, customer success agents, and squad members can spend less time on manual summarization and status tracking, and more time on the account relationship.

Within Customer Success Management, ServiceNow Otto capabilities fall into two categories:

-   Agentic workflows: Multi-step, autonomous processes that act on engagement, risk, touchpoint, renewal, and resourcing data with minimal user intervention. For an overview of each workflow, see [ServiceNow Otto agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-workflows.md).
-   Skills: Individual generative AI capabilities that act on customer success records, such as summarizing an engagement or drafting risk closure notes. For the full list, see [ServiceNow Otto skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-skills-overview.md).

Most skills and workflows are available directly on the relevant record page, and can also be started conversationally from the ServiceNow Otto panel. For more information about the panel, see [ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-panel-overview.md). To activate the panel, see [Activate the ServiceNow Otto panel standard chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/activate-now-assist-panel.md).

Most skills are inactive by default. To activate a skill in the AI Admin Hub, follow the general procedure in [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configure-a-now-assist-skill.md), selecting the **TMT** workflow group. To customize a skill's prompt directly in AI Skill Kit, see [Clone and edit a ServiceNow skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-and-edit-servicenow-skill.md). For input data and prompt customization sub-steps, see . For the specific tables and fields these skills rely on, see [Skill inputs for ServiceNow Otto for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-skill-inputs-reference.md). To configure an agentic workflow, see [ServiceNow Otto agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-workflows.md).

**Related topics**  


[ServiceNow Otto skills](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-skills-overview.md)

[ServiceNow Otto agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-workflows.md)

[Skill inputs for ServiceNow Otto for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-skill-inputs-reference.md)

[Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configure-a-now-assist-skill.md)

[Clone and edit a ServiceNow skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/clone-and-edit-servicenow-skill.md)

[bundle-telmt.now-assist-tmt-customize-skill-inputs]