Generate a chat reply recommendation by using ServiceNow Otto for IT Service Management (ITSM)

Generate a reply based on the context of the chat conversation using the ServiceNow Otto icon. Chat reply recommendations provide agents with quick replies to common questions.

Before you begin

Your admin must have enabled Virtual Agent and configured the chat assistant on the portal. For more information, see Display your assistant on a portal, channel, or mobile app and Summarize a chat conversation by using ServiceNow Otto for IT Service Management (ITSM).

Role required: itil

About this task

You can do these actions by using ServiceNow Otto icon:

• Generate a recommended reply that is based on the context of the conversation.
• Refine the recommendation by elaborating or shortening the response.

Note:

The Chat reply recommendation skill is on the Chat skill card in the Technology group.

The Chat reply recommendation skill is turned on by default. The skill will be automatically available to appropriate role users for the application. When new customers install a Now Assist product, designated skills are turned on automatically. For existing users who upgrade, there will be no change to the skill activation. For more information, see AI agents, skills, and agentic workflows on by default.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Open the inbox and accept the chat interaction.
   In the Active Chat section of the interaction, a summary of the Virtual Agent conversation is generated. The summary includes the actions taken before the requester engaged with the live agent. With this information, you can get an overview of what the requester has already mentioned in the Virtual Agent conversation and troubleshoot the issue.
3. Chat with the requester to get any additional details about their question or issue, if needed.
   For example, if the requester is having an issue with hardware, you may need the hardware model number and serial number.
4. In the chat message window, either type a response, or leave blank, and then select the ServiceNow Otto icon .

   

   Chat message window	ServiceNow Otto icon
   Typed response	Provides the option to refine your response. Elaborate Shorten
   Left blank	Generates a recommended reply based on the context of the conversation up to this point.

   The reply response appears in the ServiceNow Otto context menu modal.

   

5. Review the generated reply and select Refine to modify the response, or select Insert to paste the response into the chat message window.
   Note:

   If the reply response was refined, you can toggle between versions.
6. In the chat message window, select Send.
7. End the chat by selecting End Chat.