Standard chat
Summarize
Summary of Standard chat
The ServiceNow Otto panel in the Australia release provides a generative AI-powered conversational interface designed to help agents resolve customer issues more efficiently. This panel enables agents to summarize chats, cases, or incidents, generate resolution notes, and get contextual help quickly. It requires the Next Experience to be enabled and relies on ServiceNow Otto skills and the Now LLM Service for AI capabilities.
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Key Features
- Conversational Interface: Agents interact with generative AI through the ServiceNow Otto panel, which can be expanded, pinned, or navigated directly from the interface without leaving the current conversation.
- Chat Summarization: Quickly obtain detailed summaries of ongoing or closed chats to avoid repeated information from requesters. Summarization can be triggered via the panel or the /summarize quick action in Agent Chat.
- Case and Incident Summarization: Generate concise summaries for cases or incidents across CSM, HRSD, and ITSM modules using specific commands or panel options.
- Conversational Help Skill: Provides specific, accurate answers to queries, accessible to all entitled users via the “Get Help” option.
- Resolution Notes Generation: Automatically create resolution notes to capture how interactions were resolved, improving documentation and follow-up efficiency.
- Voice Input: Allows voice interactions with the panel, supporting transcription and voice commands for hands-free operation.
- Streaming Responses: AI-generated answers are streamed in real time, improving response speed and user experience, with visual indicators showing response status.
- Active and Closed Chats Management: View and manage multiple active or closed chats within the panel, with easy access to chat history.
Practical Use and Benefits
ServiceNow customers using the Otto panel can expect to:
- Enhance agent productivity by reducing time spent gathering context or writing notes.
- Improve customer experience through faster and more accurate resolution of issues.
- Streamline navigation and multitasking with integrated AI-powered assistance directly in the workspace or Core UI.
- Leverage voice commands to interact more naturally and efficiently with the system.
Overall, the ServiceNow Otto panel empowers agents with AI-driven tools for faster, smarter, and more effective customer service interactions.
With the ServiceNow Otto panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.
ServiceNow Otto panel overview
Agents can use the ServiceNow Otto panel to interact with and get assistance from generative AI. On the ServiceNow Otto panel, 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 ServiceNow Otto 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.
If a number in a square appears, it indicates how many messages you missed when the ServiceNow Otto panel 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 to the screen. |
|
3 - Display chats button |
Displays the Chats window. |
|
4 - Option buttons |
Displays the available options. |
|
5 - Copy message button |
Copies the ServiceNow Otto panel message. |
|
6 - Reply to ServiceNow Otto... field |
Enter actions. |
|
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. 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. |
|
8 - Active chats |
All active chats display in the Active chats section. in the Active chats section of the ServiceNow Otto. You can create additional chats by selecting the + icon in the heading. |
|
9 - Updates |
Displays important updates and reminders. |
|
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 is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel in a workspace and on Core UI screens under Next Experience.
| Next Experience | Core UI |
Navigating from the ServiceNow Otto panel
Navigate from the ServiceNow Otto panel 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," ServiceNow Otto 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, 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 Otto to field.
Conversation Help
Get specific and accurate answers to your queries by using the Get Help skill option on the ServiceNow Otto panel. 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, 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, 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, ServiceNow Otto gathers information from 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.