Currently, our organization uses the traditional ServiceNow Virtual Agent, which allows all users to submit catalog requests, report incidents, and perform other activities through Employee Center.
We are now evaluating the implementation of Now Assist (Otto) as part of a controlled pilot, without affecting the existing experience for other users.
Our goal is to achieve the following scenario:
Pilot group: Users belonging to a specific group would see and interact with the Now Assist-powered chatbot (Otto) in Employee Center.
All other users: Would continue using the traditional Virtual Agent, maintaining their existing functionality and user experience.
Our main question is:
Does ServiceNow provide an out-of-the-box way to control which conversational experience is displayed in Employee Center based on a user's group membership?
If so, which configurations or components would be required to implement this scenario? Can this be achieved using standard ServiceNow functionality, or would customization be necessary?
Our intention is to allow both conversational experiences to coexist during the pilot phase without disrupting the existing service.
