AI in Care Team Operations

concept australia Updated Oct 2, 2026 2 min read hco-otto-landing.md

Use ServiceNow Otto to create and resolve care team support requests conversationally, by chat or by phone, in Care Team Operations.

ServiceNow Otto brings generative AI and agentic capabilities to Care Team Operations. Care team members can create and track support requests conversationally instead of filling out portal forms manually.

Within Care Team Operations, ServiceNow Otto capabilities are currently delivered through a single agentic workflow, Request care team assistance, and the AI agents and voice agent that support it. For an overview, see ServiceNow agentic workflows in Care Team Operations.

These capabilities are available directly in Care Team Portal and Care Team Mobile, through the dedicated Care Team Operations AI Chat Assistant, and by phone through the Care Team Operations Case Creation AI voice agent. For details, see Care Team Operations AI Chat Assistant. To create a request, see Create support requests with ServiceNow Otto.

Role required: admin. Most agents ship inactive. To activate and configure this workflow, see Configure agentic workflows for Care Team Operations. For the knowledge base articles each agent relies on, see Manage domain intelligence for AI agents.

Key benefits

Designed to reduce administrative burden for care teams by replacing manual portal-based case entry with AI powered conversational intake.
Designed to improve operational efficiency across hospital services by enabling multiple support requests to be created accurately from a single conversation.
Designed to enable care team members with the capability to create or update support requests from their phone without the need to use an electronic device.

Care Team Operations AI Chat Assistant

Create support requests with ServiceNow Otto

Configure agentic workflows for Care Team Operations

Manage domain intelligence for AI agents

Keywords ServiceNow OttoCare Team Operationsagentic workflows

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---
title: AI in Care Team Operations
description: Use ServiceNow Otto to create and resolve care team support requests conversationally, by chat or by phone, in Care Team Operations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-landing.html
release: australia
product: Healthcare Operations Core
classification: healthcare-operations-core
topic_type: concept
last_updated: "2026-10-02"
reading_time_minutes: 2
keywords: [ServiceNow Otto, Care Team Operations, agentic workflows]
breadcrumb: [Explore, Healthcare Operations Core, Healthcare Operations, Healthcare and Life Sciences]
---

# AI in Care Team Operations

Use ServiceNow Otto to create and resolve care team support requests conversationally, by chat or by phone, in Care Team Operations.

ServiceNow Otto brings generative AI and agentic capabilities to Care Team Operations. Care team members can create and track support requests conversationally instead of filling out portal forms manually.

Within Care Team Operations, ServiceNow Otto capabilities are currently delivered through a single agentic workflow, **Request care team assistance**, and the AI agents and voice agent that support it. For an overview, see [ServiceNow agentic workflows in Care Team Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-workflows.md).

These capabilities are available directly in Care Team Portal and Care Team Mobile, through the dedicated **Care Team Operations AI Chat Assistant**, and by phone through the Care Team Operations Case Creation AI voice agent. For details, see [Care Team Operations AI Chat Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-now-assist-care-team-chat-assistant.md). To create a request, see [Create support requests with ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-create-requests.md).

Role required: admin. Most agents ship inactive. To activate and configure this workflow, see [Configure agentic workflows for Care Team Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-workflows-config.md). For the knowledge base articles each agent relies on, see [Manage domain intelligence for AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-now-assist-manage-domain-intelligence.md).

## Key benefits

-   Designed to reduce administrative burden for care teams by replacing manual portal-based case entry with AI powered conversational intake.
-   Designed to improve operational efficiency across hospital services by enabling multiple support requests to be created accurately from a single conversation.
-   Designed to enable care team members with the capability to create or update support requests from their phone without the need to use an electronic device.

**Related topics**  


[ServiceNow agentic workflows in Care Team Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-workflows.md)

[Care Team Operations AI Chat Assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-now-assist-care-team-chat-assistant.md)

[Create support requests with ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-create-requests.md)

[Configure agentic workflows for Care Team Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-otto-workflows-config.md)

[Manage domain intelligence for AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/healthcare-life-sciences/healthcare-operations-core/hco-now-assist-manage-domain-intelligence.md)