Standard chat
Summarize
Summary of Standard chat
The ServiceNow Otto panel standard chat, available in the Zurich release, delivers a dynamic conversational interface that enables agents to manage multiple active chats within a single window. This feature requires Next Experience to be enabled and integrates generative AI capabilities to streamline productivity by summarizing chats, cases, and incidents, generating resolution notes, and providing contextual assistance.
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Key Features
- Multi-chat management: Agents can view, pin, expand, and switch between active and closed chats efficiently using the panel controls.
- Generative AI assistance: Powered by Now LLM Service, it offers chat, case, and incident summarization, resolution note generation, and a “Get Help” skill for conversational support.
- Voice Input support: Enables voice-to-text interaction via a microphone icon or keyboard shortcuts, enhancing accessibility and hands-free operation.
- Navigation integration: Users can navigate to relevant records or lists (e.g., active incidents) directly from the chat interface through natural language commands.
- Streaming responses: Answers are synthesized from diverse sources such as Knowledge Base articles and workflows and stream in real-time for faster interaction.
Practical Use for ServiceNow Customers
- Enhanced agent efficiency: Quickly understand and respond to requests by leveraging AI-generated summaries and notes, reducing repetitive questioning.
- Improved multitasking: Manage multiple conversations seamlessly within the ServiceNow Otto panel without losing context.
- Contextual help and guidance: Use the Get Help skill to receive accurate answers and assistance directly within the chat interface.
- Flexible interaction methods: Choose between keyboard, mouse, or voice input based on agent preference and environment.
- Seamless integration with Next Experience: Access the Otto panel standard chat across workspaces and Core UI screens for consistent support.
Getting Started
To begin using the ServiceNow Otto panel standard chat, select the Otto icon to open the chat window. Missed messages are indicated by a number icon. Agents can expand, pin, or copy chat messages and initiate new chats via the panel controls. For voice input, ensure it is enabled and use the microphone icon or keyboard shortcuts.
Use natural language commands in the input field to request summaries, resolution notes, help, or navigation actions. For example, typing “summarize chat” generates a chat summary, while “navigate me to active incidents” provides quick access to incident lists.
ServiceNow Otto panel standard chat brings conversational support to a dynamic window where you can manage multiple active conversations and access superior search capabilities. Leverage generative AI to boost your productivity—summarize chats, cases, or incidents, request help, and generate resolution notes all in one place.
Agents can use the ServiceNow Otto panel standard chat to interact with and get assistance from generative AI. On the ServiceNow Otto panel standard chat, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, incident, or generate resolution notes.
Conversational aspects of the panel, such as skill detection, are powered by Now LLM Service.
Let's get started by selecting the ServiceNow Otto icon to display the ServiceNow Otto panel standard chat.
If a number in a square appears, it indicates how many messages you missed when the ServiceNow Otto panel standard chat was closed.
| Item number | Description |
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1 - Enter modal button |
Expands the chat into a 90% screen-size window. |
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2 - |
Positions, or pins, the ServiceNow Otto panel standard chat to the screen. |
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3 - Display chats button |
Displays the Chats window. |
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4 - Option buttons |
Displays the available options. |
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5 - Copy message button |
Copies the ServiceNow Otto panel standard chat message. |
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6 - Reply to ServiceNow Otto panel... field |
Enter actions. |
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Voice Input
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If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the ServiceNow Otto panel standard chat. After you speak, there’s a pause while the system transcribes the text and then displays it on the screen. See Enable voice input for information on enabling Voice Input. See Next Experience keyboard shortcuts for the ServiceNow Otto menu (Voice Input mode) shortcuts for Microsoft and macOS. |
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8 - Active chats |
All active chats display in the Active chats section. in the Active chats section of the ServiceNow Otto panel standard chat. You can create additional chats by selecting the + icon in the heading. |
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9 - Updates |
Displays important updates and reminders. |
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10 - Closed chats |
Displays all closed chats. If you select one of the closed chats, you can see that chat's history. |
ServiceNow Otto panel standard chat is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel standard chat in a workspace and on Core UI screens under Next Experience.
| Next Experience | Core UI |
Navigating from the ServiceNow Otto panel standard chat
Navigate from the ServiceNow Otto panel standard chat without leaving the current conversation by entering a navigation request in the Ask ServiceNow Otto to... field. If you enter "navigate me to active incidents," the ServiceNow Otto panel standard chat displays a button that enables you to view the active incidents.
Chat summarization
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.
To generate a chat summarization from the ServiceNow Otto panel standard chat, select Chat Summarization or enter summarize chat in the Ask ServiceNow Otto to field.
/summarize quick action in Agent Chat.Case or incident summarization
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.
- For ServiceNow Otto for CSM, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
- For ServiceNow Otto for HRSD, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
- For ServiceNow Otto for ITSM, select Summarize incident or enter summarize an incident in the Ask ServiceNow to field.
Conversation Help
Get specific and accurate answers to your queries by using the Get Help skill option on the ServiceNow Otto panel standard chat. This skill is available to everyone entitled to ServiceNow Otto capabilities.
For more information about the ServiceNow Otto Conversational Help skill which represents as Get Help on the ServiceNow Otto panel standard chat, see Conversational Help.
Resolution notes generation
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the ServiceNow Otto panel standard chat, select Generate resolutions notes or enter generate resolutions notes in the Ask ServiceNow Otto to field.
Streaming responses
After you enter a question or request on the ServiceNow Otto panel standard chat, ServiceNow Otto gathers information from multiple sources. These sources may include Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a
synthesized, comprehensive answer. Instead of waiting for the entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon () appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.