Generate a chat reply recommendation by using ServiceNow Otto for HRSD

  • Release version: Zurich
  • Updated March 12, 2026
  • 1 minute to read

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

    Before you begin

    Configure ServiceNow Otto for HR Service Delivery (HRSD).

    Role required: sn_hr_gen_ai.admin

    About this task

    You can do these actions by using the 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 can be found in the HRSD tab under the Employee group in AI Admin Hub. To learn how to activate this skill, see Configure ServiceNow Otto for HR Service Delivery (HRSD).
    Important:
    This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Procedure

    1. Navigate to Workspaces > Agent Workspace for HRSD.
    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 that were 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 Sparkle icon for Now Assist.
      Chat message windowServiceNow Otto icon
      Typed response
      Provides the option to refine your response:
      • Elaborate
      • Shorten
      Left blank

      Generates a recommended reply that is based on the context of the conversation up to this point.

      The reply response appears in the ServiceNow Otto icon 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.
      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.