Posted by Croma Campus
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If you have been using ServiceNow for many years, then you may have come across Otto, which is a recent update. So it was announced at ServiceNow's Knowledge 2026 event, and people knew this as a buggest changes the platform has made in the years. Well, if you are looking to become a ServiceNow developer, then taking the ServiceNow Course can help you understand Otoo easily.
Well, this can quickly turn into an important part of how the work gets done across the different ServiceNow Products. Through this article, you will get to know the meaning of ServiceNow Otoo and its features easily. So let’s begin discussing this in detail:
ServiceNow Otto is a new AI tool that combines three things, Now Assist, Moveworks, and AI Experience, to get work done across every team and system in a company. It's not just a chatbot that answers your question and then leaves you to do the rest on your own. Most AI tools can answer questions just fine, but they can't actually finish the task. So people still end up jumping between apps, chasing down approvals, and handling their own requests by hand anyway. Otto was built to fix exactly that problem.
Otto gathers all these things that ServiceNow already had: Now Assist, its AI layer for workflow automation; Moveworks, an employee AI company it bought in 2025; and AI Experience, a conversational layer shown off at Knowledge 2025. For the convenience of people, ServiceNow has combined all of them in a single branded experience instead of separate tools.
This matters because of what came before. Now Assist made existing ServiceNow workflows smarter, helping agents summarize things, suggesting what to do next, speeding up resolutions, but mostly stayed inside ServiceNow's own world. Otto stretches that same intelligence out across systems a company already uses, not just the ones ServiceNow built itself.
Understanding what Otto does can help you implement these features in practice whicch can be possible by applying for ServiceNow classes.
You can reach Otto through conversational AI, enterprise search, AI voice agents, or AI Data Explorer, and everything stays governed and trackable through AI Control Tower. Type, talk, or search, Otto responds the same way no matter which one you pick.
This is the part people keep talking about. Otto routes work across systems, runs it through proven workflows, and closes the loop without bouncing it back to you. So no matter what you ask for, you get the same outcome: it's done. IT ticket, HR request, an approval that needs three departments to sign off, Otto is meant to carry it through start to finish.
Otto doesn't take wild guesses. It works off real data, company policies, and existing workflows, and it already knows approval chains, the org structure, and past history. That grounding is what makes it different from a generic AI bot stuck onto an app as an afterthought.
Everything Otto does gets logged, checked against company policy, and explained through AI Control Tower. At Knowledge 2026, Control Tower itself got a big upgrade too ,30 new integrations with major cloud providers, ongoing monitoring of how the AI agents actually reason through tasks, risk checks tied to global compliance rules, tighter identity security, and dashboards for tracking cost and return on investment.
With this, people can ask questions about company data in plain English and get real analysis back, no need to wait on a data team for a report.
Otto isn't one single do-everything assistant either. It chains together different AI specialists for specific jobs, ones for CRM that qualify sales leads, put together quotes, sort out invoice disputes, and handle renewals, plus a case management specialist that sorts customer issues and remembers details like intent and sentiment from past conversations.
This isn't just talk from a stage presentation. Otto is already running, starting with ServiceNow EmployeeWorks, and just one month after it launched, EmployeeWorks brought in six deals worth over a million dollars each in new contract value. Big companies are already seeing results, too. At Honeywell, their AI assistant built on this tech, nicknamed "Red," wiped out most of their service desk conversations, freeing up time for staff and IT. The NHL, meanwhile, is running this across 32 clubs and more than 1,300 games a season.
If you're building skills on this platform, Otto shows you where things are heading, and it's not something you can just skip past. Whether you're starting from scratch or working through a focused ServiceNow Admin Course to learn configuration and workflows, or attending Training in Noida to get hands-on practice with someone guiding you, AI tools like Otto and Control Tower aren't side notes anymore. They're becoming part of how the platform actually works, from handling requests to governance to reporting.
Day by day, Hyderabad is becoming a great hub for learning all these technologies. People living in Hyderabad or nearby can take in-class ServiceNow Training in Hyderabad. This training in Hyderabad from a professional can help you get solutions to the complex problems, and after the completion of the course, you can also get an internship opportunity to apply your knowledge in practice.
ServiceNow Otto helps us understand how it is making a real change in how the platform handles AI. Well, it is less about giving the answers and more about actually getting things done. This is how anyone who is learning or working with ServiceNow, understanding how Otto aligns with the Control Tower, Now Assist, and the workflow engine, is turning it into something you genuinely need to know, not just a bonus. So if you are serious about building your career in this field, the ServiceNow Course is all you need.
