AI in Technology Product Support Case

---
title: AI in Technology Product Support Case
description: Use ServiceNow Otto to summarize test results for a technology product support case in Product Support for Technology.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/tech-product-support-case-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, Product Support for Technology, generative AI skills]
breadcrumb: [Explore, Technology Product Support Case, Product Support for Technology]
---

# AI in Technology Product Support Case

Use ServiceNow Otto to summarize test results for a technology product support case in Product Support for Technology.

ServiceNow Otto brings a generative AI skill to Technology Product Support Case. Agents can spend less time manually reviewing test results, and more time resolving technology product support cases.

The skill acts on test results for a technology product support case to generate a test run summary. Agents can use the summary to understand test outcomes and identify the root cause of a problem. For more information, see [Summarize test for a technology product support case using ServiceNow Otto for TMT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-summarize-tech-support-case.md).

This skill is inactive by default. To activate the 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 the 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).

**Related topics**  


[Summarize test for a technology product support case using ServiceNow Otto for TMT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/now-assist-tmt-summarize-tech-support-case.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)