AI in Sales CRM for Telecommunications

---
title: AI in Sales CRM for Telecommunications
description: Use ServiceNow Otto to automate enrichment and fulfillment tasks in Sales CRM for Telecommunications. AI agents suggest new tasks based on similarities with previous orders and provide flexibility by auto-correcting an agent's inputs related to new tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/ai-in-sales-crm-for-telecommunications.html
release: australia
topic_type: concept
last_updated: "2026-11-06"
reading_time_minutes: 1
breadcrumb: [Explore, Sales Customer Relationship Management for Telecommunications, Telecommunications, Media, and Technology \(TMT\)]
---

# AI in Sales CRM for Telecommunications

Use ServiceNow Otto to automate enrichment and fulfillment tasks in Sales CRM for Telecommunications. AI agents suggest new tasks based on similarities with previous orders and provide flexibility by auto-correcting an agent's inputs related to new tasks.

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

Within Sales CRM for Telecommunications, ServiceNow Otto capabilities fall into two categories:

-   Agentic workflows: Multi-step, autonomous processes that act on order and task data with minimal user intervention, such as suggesting new tasks based on similar past orders. For the full list, see [ServiceNow agentic workflows in Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/servicenow-agentic-workflows-in-sales-crm-for-telecommunications.md).
-   Skills: Individual generative AI capabilities that act on a record, such as summarizing an order. For the full list, see [ServiceNow Otto skills in Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/servicenow-otto-skills-in-sales-crm-for-telecommunications.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 .

**Related topics**  


[ServiceNow Otto skills in Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/servicenow-otto-skills-in-sales-crm-for-telecommunications.md)

[ServiceNow agentic workflows in Sales CRM for Telecommunications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/servicenow-agentic-workflows-in-sales-crm-for-telecommunications.md)