ServiceNow Otto (formerly Now Assist)
ServiceNow's built-in AI assistant, renamed Otto in 2026 and metered in assists
Overview
ServiceNow Otto is the AI assistant inside the ServiceNow platform, replacing Now Assist (launched 2023) and Moveworks from May 2026. It summarises incidents and cases, drafts replies, searches enterprise knowledge, takes voice requests and runs AI agents through existing workflows. It is included in ServiceNow packages, metered in assists and priced by quote.
Pricing
Pricing shown for reference only. These figures reflect RECATOOLS research as of 14 Oct 2026 and may be out of date or incomplete. This is not financial or purchasing advice — always confirm the current price on the provider’s official website before making any decision.
- Service Catalog, Incident Management, Asset Management and CMDB
- Virtual Agent and Workflow Data Fabric
- Now Assist and Platform AI Foundation
- Moveworks for ITSM Foundation
- Major Incident, On-Call, Change and Problem Management
- AI Voice Agents and Process Mining
- Platform Analytics Advanced
- Now Assist and Platform AI Advanced, Moveworks for ITSM Advanced
- L1 Service Desk AI Specialist
- AI Agents for ITSM and an AI Agent for Digital End-User Experience
- DevOps Change Velocity and Digital Product Release
- Now Assist and Platform AI Prime, Moveworks for ITSM Prime
What you can produce with ServiceNow Otto (formerly Now Assist)
- Incident, case, chat and call summaries
- Drafted replies and work notes for service agents
- Natural-language search across documents, wikis, databases and SharePoint
- Voice and chat requests handled in multiple languages, with hand-off to a person
- AI agents that run multi-step workflows through existing approvals (Prime for ITSM)
- Plain-language answers from enterprise data through AI Data Explorer
- AI actions logged and governed through AI Control Tower
The summarisation and reply-drafting skills that started as Now Assist are the mature core, and Otto adds a single conversational front door, voice and cross-system agents on top. Since April 2026 the AI comes with every ServiceNow package, but the autonomous pieces for IT, such as the L1 Service Desk AI Specialist, sit only in the Prime tier.
Watch the metering: a large agentic workflow costs 150 assists against 1 for a chat summary, and overage is invoiced, so agent-heavy rollouts are hard to forecast. No public prices or self-serve trial. A natural add for ServiceNow shops; irrelevant to anyone else.
What we found
Now Assist was ServiceNow's name for the generative AI built into its platform, and the name is being retired. Launched in ServiceNow's Vancouver release in September 2023 for IT, customer service, HR and app development, it summarised incidents and cases, drafted replies and work notes, answered questions in natural language and later ran AI agents. At its Knowledge 2026 conference on 5 May 2026, ServiceNow introduced ServiceNow Otto, which its product page says combines Now Assist, Moveworks and AI Experience and replaces Now Assist and Moveworks across all products. Moveworks, the employee assistant ServiceNow bought in a deal completed in December 2025, supplies much of the conversational front end.
The rollout is gradual. ServiceNow said Otto would appear first in EmployeeWorks and AI Control Tower and reach all products over the following year, and its ITSM pricing page still lists Now Assist in each package. Otto takes chat and voice requests in several languages, searches documents, wikis and SharePoint, answers data questions in plain language and routes work through existing approvals, with actions logged by AI Control Tower.
Packaging changed a month earlier. On 9 April 2026 ServiceNow said AI would be included in every product rather than sold as a separate purchase. For IT service management the packages are now Foundation, Advanced and Prime, with no published prices. Foundation includes Virtual Agent and Now Assist; Advanced adds change and problem management, AI voice agents and process mining; Prime adds an L1 Service Desk AI Specialist and AI agents for ITSM.
Usage is metered. ServiceNow's Now Assist Overview, effective 24 August 2026, counts work in assists: a chat summary costs 1, a small agentic workflow 25 and a large one of 9 to 20 tool calls 150, drawn from a yearly contracted pool, with excess usage invoiced. That makes heavy agent use the main cost risk. For organisations already standardised on ServiceNow it is the obvious AI layer; it is not sold on its own.
Compiled by RECATOOLS from public sources: vendor documentation and pricing, code repositories and published reporting.
About this listing
This entry was compiled from publicly available data including ServiceNow Otto (formerly Now Assist)'s official website, press releases, documentation, and reputable third-party publications. RECATOOLS is not affiliated with ServiceNow Otto (formerly Now Assist) unless explicitly stated.
Third-party AI tools update their pricing, features, availability, and policies frequently. Information here may be outdated by the time you read this — we make reasonable efforts to keep listings current, but cannot guarantee absolute accuracy.
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