ServiceNow Otto Delivers Unified, Governed AI Experience for the Enterprise
ServiceNow announced "ServiceNow Otto," a unified and governed AI experience for the enterprise, at Knowledge 2026. It functions as an "AI Control Tower" to complete tasks across departments and systems, aiming to enhance employee productivity.
📋 Article Processing Timeline
- 📰 Published: May 8, 2026 at 02:30
- 🔍 Collected: May 7, 2026 at 18:02
- 🤖 AI Analyzed: May 7, 2026 at 18:17 (15 min after Collected)
Employee-utilized AI connects with critical enterprise systems.
ServiceNow (NYSE: NOW), the "AI control tower" for business transformation, today announced "ServiceNow Otto" at "Knowledge 2026." ServiceNow Otto combines the intelligence of Now Assist, Moveworks, and AI Experience to deliver a new enterprise AI experience that completes tasks across all departments and systems. Employees, partners, and customers simply send a request, and ServiceNow Otto handles the rest.
Enterprise AI faces a "completion" challenge. Many software providers embed AI within their applications, but these operate in silos, disconnected from departments and systems, making it impossible to complete tasks across the organization. Large language models bring intelligence to problems but are not connected to a platform with the governance essential for enterprise-level operations, such as approval processes, permissions, audit trails, and cross-system workflows. As a result, AI can answer questions but cannot finish the job. Employees still navigate between applications, chase approvals, and forward requests themselves. AI-related costs continue to rise, and productivity gains have yet to meet expectations.
ServiceNow Otto was built precisely to bridge this gap. Instead of being confined to a single application, ServiceNow Otto exists across the entire organization, understanding intent, distributing tasks to the appropriate agents, and executing them to completion. Employees, customers, and support teams simply converse, chat, search, browse, analyze, and build. ServiceNow Otto is designed to adapt to individual roles and locations, handling the remaining tasks so employees don't need to know which system processes their requests. All actions are managed by the AI Control Tower, providing a record of each AI interaction, enforcing organizational policies, and ensuring accountability for all decisions.
Bhavin Shah, Senior Vice President (SVP) and General Manager (GM) of Employee Experience and AI at ServiceNow, stated, "Moveworks understood what employees needed, and ServiceNow had the power to execute those tasks. By combining these two, we've built ServiceNow Otto, an AI experience that completes tasks across all systems, departments, and workflows. Employees no longer need to know where to go or who to ask. They simply ask ServiceNow Otto, and it handles everything else within the guardrails required by the enterprise."
ServiceNow Otto processes requests to completion across all departments and systems.
ServiceNow Otto provides multimodal interactions across all channels and autonomous orchestration for complex cross-system workflows through the following functions:
- Conversational AI: Submit any request in natural language. ServiceNow Otto is designed to understand intent and resolve issues across departments without switching tools or navigating portals.
- Enterprise Search: Search across documents, wikis, databases, and SharePoint, providing personalized direct answers tailored to roles, locations, and departments.
- AI Voice Agent: Process requests through natural, multilingual conversations. No menu trees, no waiting queues.
- AI Data Explorer: Query enterprise data in everyday language to receive powerful insights and comprehensive analysis.
ServiceNow Otto is already operating across the platform, beginning with ServiceNow EmployeeWorks and AI-driven experiences managed through the AI Control Tower. ServiceNow EmployeeWorks uses conversational AI to resolve tasks end-to-end, which organizations
ServiceNow (NYSE: NOW), the "AI control tower" for business transformation, today announced "ServiceNow Otto" at "Knowledge 2026." ServiceNow Otto combines the intelligence of Now Assist, Moveworks, and AI Experience to deliver a new enterprise AI experience that completes tasks across all departments and systems. Employees, partners, and customers simply send a request, and ServiceNow Otto handles the rest.
Enterprise AI faces a "completion" challenge. Many software providers embed AI within their applications, but these operate in silos, disconnected from departments and systems, making it impossible to complete tasks across the organization. Large language models bring intelligence to problems but are not connected to a platform with the governance essential for enterprise-level operations, such as approval processes, permissions, audit trails, and cross-system workflows. As a result, AI can answer questions but cannot finish the job. Employees still navigate between applications, chase approvals, and forward requests themselves. AI-related costs continue to rise, and productivity gains have yet to meet expectations.
ServiceNow Otto was built precisely to bridge this gap. Instead of being confined to a single application, ServiceNow Otto exists across the entire organization, understanding intent, distributing tasks to the appropriate agents, and executing them to completion. Employees, customers, and support teams simply converse, chat, search, browse, analyze, and build. ServiceNow Otto is designed to adapt to individual roles and locations, handling the remaining tasks so employees don't need to know which system processes their requests. All actions are managed by the AI Control Tower, providing a record of each AI interaction, enforcing organizational policies, and ensuring accountability for all decisions.
Bhavin Shah, Senior Vice President (SVP) and General Manager (GM) of Employee Experience and AI at ServiceNow, stated, "Moveworks understood what employees needed, and ServiceNow had the power to execute those tasks. By combining these two, we've built ServiceNow Otto, an AI experience that completes tasks across all systems, departments, and workflows. Employees no longer need to know where to go or who to ask. They simply ask ServiceNow Otto, and it handles everything else within the guardrails required by the enterprise."
ServiceNow Otto processes requests to completion across all departments and systems.
ServiceNow Otto provides multimodal interactions across all channels and autonomous orchestration for complex cross-system workflows through the following functions:
- Conversational AI: Submit any request in natural language. ServiceNow Otto is designed to understand intent and resolve issues across departments without switching tools or navigating portals.
- Enterprise Search: Search across documents, wikis, databases, and SharePoint, providing personalized direct answers tailored to roles, locations, and departments.
- AI Voice Agent: Process requests through natural, multilingual conversations. No menu trees, no waiting queues.
- AI Data Explorer: Query enterprise data in everyday language to receive powerful insights and comprehensive analysis.
ServiceNow Otto is already operating across the platform, beginning with ServiceNow EmployeeWorks and AI-driven experiences managed through the AI Control Tower. ServiceNow EmployeeWorks uses conversational AI to resolve tasks end-to-end, which organizations