ServiceNow Otto for Virtual Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of ServiceNow Otto for Virtual Agent

    ServiceNow Otto for Virtual Agent leverages large language models (LLMs) to deliver natural-language conversational experiences that enhance self-service workflows. This generative AI capability helps improve user interactions by enabling more intuitive and effective virtual agent conversations within ServiceNow.

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    Key Features

    • Generative AI Skills: Provides advanced AI-driven conversational skills to create dynamic and context-aware dialogues.
    • Configuration and Activation: Allows customers to activate and configure generative AI skills tailored for their Virtual Agent implementations.
    • Requester Experience: Focuses on optimizing the conversational experience for end users engaging with Virtual Agent.
    • Performance Monitoring: Includes tools to analyze and monitor the effectiveness and usage of the Virtual Agent powered by Otto.
    • Support and Troubleshooting: Access to community forums, Known Error Portal, and Customer Service to assist with issues.

    Important Considerations

    • Availability of model providers and AI features varies by customer location, data center region, and regulatory environment (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected, Regulated Markets).
    • Customers should regularly check for updates on feature availability in future releases.
    • The application requires data transfer from customer instances to centralized ServiceNow environments, potentially involving third-party cloud providers, managed under strict ServiceNow data policies.
    • ServiceNow collects input and output data from usage to improve AI technologies, with customers having the option to opt out of data collection.

    AI Limitations and Customer Responsibilities

    Because the technology relies on artificial intelligence and machine learning that generate predictions from data patterns, outputs may not always be accurate, complete, or suitable. Customers are responsible for thoroughly testing and validating AI-generated content, applying human oversight, and avoiding sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, legal, and security.

    Customers must comply with ServiceNow’s AI Acceptable Use Policy, which governs responsible and ethical use of AI capabilities.

    Use generative AI skills in your conversational experiences. ServiceNow Otto for Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows.

    Get started

    For an introduction to building a Virtual Agent with ServiceNow Otto, watch this video.

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.