AI in Customer Service Problem Management

concept australia Updated Sep 24, 2026 1 min read ai-cspm-landing.md

Use ServiceNow Otto® components to automate the creation and resolution of service problem cases in Customer Service Problem Management.

ServiceNow Otto® brings generative AI skills and agentic workflows to Customer Service Problem Management (CSPM). You can spend less time on manual summarization and status tracking, and more time on the account relationship.

Within CSPM, ServiceNow Otto capabilities fall into two categories:

Agentic workflows

use ServiceNow Otto® agents to help customer service agents deal with network-related problems, such as broadband and internet issues, and with billing inquiries. For an overview of each workflow, see Agentic workflows in Customer Service Problem Management.
Skills

Individual generative AI capabilities that act on customer success records, such as summarizing a case record or generating a resolution notes. For an overview of each skill, see ServiceNow Otto skills for Customer Service Problem Management.

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. To activate the panel, see Activate the ServiceNow Otto panel standard chat.

Most skills are inactive by default. Activate a skill in the AI Admin Hub using the general procedure in Activate an AI skill, selecting the TMT workflow group, or clone and edit a skill's prompt directly in AI Skill Kit; see Clone and edit a ServiceNow skill. For the specific tables and fields these skills rely on, see Skill inputs for ServiceNow Otto for Customer Service Problem Management. To configure an agentic workflow, see https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-cspm.md.

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---
title: AI in Customer Service Problem Management
description: Use ServiceNow Otto components to automate the creation and resolution of service problem cases in Customer Service Problem Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/ai-cspm-landing.html
release: australia
topic_type: concept
last_updated: "2026-09-24"
reading_time_minutes: 1
breadcrumb: [Explore, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# AI in Customer Service Problem Management

Use ServiceNow Otto® components to automate the creation and resolution of service problem cases in Customer Service Problem Management.

ServiceNow Otto® brings generative AI skills and agentic workflows to Customer Service Problem Management \(CSPM\). You can spend less time on manual summarization and status tracking, and more time on the account relationship.

Within CSPM, ServiceNow Otto capabilities fall into two categories:

-   **Agentic workflows**

    use ServiceNow Otto® agents to help customer service agents deal with network-related problems, such as broadband and internet issues, and with billing inquiries. For an overview of each workflow, see [Agentic workflows in Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/agentic-workflows-cspm.md).

-   **Skills**

    Individual generative AI capabilities that act on customer success records, such as summarizing a case record or generating a resolution notes. For an overview of each skill, see [ServiceNow Otto skills for Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/servicenow-otto-skills-cspm.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. Activate a skill in the AI Admin Hub using 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, or clone and edit 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 the specific tables and fields these skills rely on, see [Skill inputs for ServiceNow Otto for Customer Service Problem Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/skill-inputs-cspm.md). To configure an agentic workflow, see [https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-cspm.md](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/configure-agentic-workflows-cspm.md).