AI in Proactive Service Experience Workflows

---
title: AI in Proactive Service Experience Workflows
description: Use ServiceNow Otto to generate executive insight briefs and success play recommendations in Proactive Service Experience Workflows.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/assurance-workflows-otto-about.html
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: concept
last_updated: "2026-10-05"
reading_time_minutes: 1
keywords: [ServiceNow Otto, Proactive Service Experience Workflows, generative AI skills]
breadcrumb: [Explore, Proactive Service Experience Workflows, Product Support for Technology]
---

# AI in Proactive Service Experience Workflows

Use ServiceNow Otto to generate executive insight briefs and success play recommendations in Proactive Service Experience Workflows.

ServiceNow Otto brings generative AI skills to Proactive Service Experience Workflows. Agents and account teams can spend less time gathering account context, and more time acting on it.

Skills are individual generative AI capabilities that act on Technology Account 360 and engagement records:

-   Executive Insight Generator: Generates an AI brief that summarizes recent risk, adoption, and market signals on the engagement record page. For more information, see [Activate the Executive Insight Generator skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-exec-insight-gen.md).
-   Event-Context Candidate Recommender: Recommends success plays in Technology Account 360 and engagement records based on account context. For more information, see [Activate the Event-Context Candidate Recommender](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-reco-actions-skill.md).

These 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).

**Parent Topic:**[Exploring the Proactive Service Experience Workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/explore-assurance-workflows.md)

**Related topics**  


[Activate the Executive Insight Generator skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-exec-insight-gen.md)

[Activate the Event-Context Candidate Recommender](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-reco-actions-skill.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)