Configure disambiguation

Configure the disambiguation property that controls when the assistant asks clarifying questions before responding to a ServiceNow Otto for Virtual Agent or ServiceNow Otto panel user request.

Before you begin

Role required: admin

About this task

Disambiguation or clarification helps the assistant handle situations where the user's request is ambiguous. Rather than returning an overwhelming list of results, the assistant evaluates the request using a confidence scoring system and asks clarifying questions if needed.

Procedure

1. In the filter navigator field, enter sys_properties.list.
2. In the selection fields, select Name from the drop-down list and enter sn_aia.type_2_disamb in the Search field.
3. Configure the disambiguation property:
   If you have

   • ServiceNow Otto for Virtual Agent or
   • ServiceNow Otto panel (standard chat, enhanced chat, or premium chat)

   then use this configuration:

   Property	Possible values	Default value	Definition
   sn_aia.type_2_disamb	off/low/high	off	off - clarification is disabled. The assistant responds directly to all queries without asking follow-up questions. low - clarification is triggered for highly ambiguous queries. high - clarification is triggered more frequently, covering a broader range of ambiguous queries.

4. To view the disambiguation data, in the filter navigator field, enter sys_generative_ai_log.