AI in Service Exchange

concept australia Updated Sep 10, 2026 1 min read now-assist-agenticworkflows-se.md

Use ServiceNow Otto to automate connections in Service Exchange.

ServiceNow Otto brings generative AI skills and agentic workflows to Service Exchange. Agents can spend less time on manual order enrichment and fulfillment tasks, and more time on exceptions that need human judgment.

Within Service Exchange, ServiceNow Otto capabilities fall into two categories:

Agentic workflows: Agentic workflows in ServiceNow Otto for Service Exchange help users complete tasks and get product. For information, see Service Exchange onboarding agentic workflows and Service Exchange Knowledge Assistant agentic workflow. These workflows include registration assistance and product documentation answers.
Skills: Individual generative AI capabilities that act on a record, such as summarizing an order. For more information, see Automate transforms with ServiceNow Otto for TMT.

Most skills are inactive by default. To activate a skill in the AI Admin Hub, follow the general procedure in Activate an AI skill, selecting the TMT workflow group. To customize a skill's prompt directly in AI Skill Kit, see Clone and edit a ServiceNow skill. For input data and prompt customization sub-steps, see .

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---
title: AI in Service Exchange
description: Use ServiceNow Otto to automate connections in Service Exchange.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/service-exchange/now-assist-agenticworkflows-se.html
release: australia
product: Service Exchange
classification: service-exchange
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Explore, Service Exchange]
---

# AI in Service Exchange

Use ServiceNow Otto to automate connections in Service Exchange.

Within Service Exchange, ServiceNow Otto capabilities fall into two categories:

- Agentic workflows: Agentic workflows in ServiceNow Otto for Service Exchange help users complete tasks and get product. For information, see [Service Exchange onboarding agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/service-exchange/now-assist-tmt-register-consumer-users-sb.md) and [Service Exchange Knowledge Assistant agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/service-exchange/now-assist-tmt-service-exchange-assistant-se.md). These workflows include registration assistance and product documentation answers.
- Skills: Individual generative AI capabilities that act on a record, such as summarizing an order. For more information, see [Automate transforms with ServiceNow Otto for TMT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/service-exchange/now-assist-tmt-generate-transform-maps.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 .