Short answer
Otto, formerly Now Assist, is ServiceNow's unified AI experience across the platform (ServiceNow Newsroom, May 5, 2026). For employees it becomes the place to ask; for fulfillers, an assistant inside the work; for the platform team, another stream of change and another draw on the assist meter.
Last reviewed Nov 2, 2026
What changes, by role
| Role | What changes |
|---|---|
| Employees | One conversational front door, often through EmployeeWorks |
| Fulfillers | Summaries, suggested replies and resolution help in the record |
| Developers | Otto for Creator (formerly Now Assist for Creator), a separate subscription |
| Platform Owner | Feature decisions per release, and assist forecasting |
The meter
Every skill or agent call draws on your assist pool: one for a simple skill, 25 or more for complex agentic flows (ServiceNow Community, Jul 7, 2026). Turn features on by use, with a forecast, rather than all at once.
What to do first
Pick three intents with high volume and good knowledge. Measure deflection and confirmed resolution, hold satisfaction flat, then widen. See how assists work and ticket deflection on ServiceNow.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.