--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # ServiceNow Otto panel # ServiceNow Otto panel {#ariaid-title1} Release version: Australia Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto panel The ServiceNow Otto panel integrates generative AI to help ServiceNow customers resolve customer issues faster through a conversational interface. It enables users to summarize chats, cases, or incidents, request assistance, and generate resolution notes quickly, enhancing context understanding and productivity. Show full answer Show less To use the Otto panel, customers must have the Next Experience enabled, possess the **nowassistpaneluser** role, and have at least one active ServiceNow Otto skill assigned. Voice dictation is automatically activated with the panel and configured through accessibility preferences. There are three versions of the Otto panel chat---standard, enhanced, and premium---each offering progressively advanced features and experiences. Customers select a version based on their needs and must activate and configure it accordingly. ## Key Features * **Standard chat:** A static chat window providing basic conversational AI support to summarize and assist with cases and incidents. * **Enhanced chat:** A dynamic, personalized window allowing multiple active conversations, improved search capabilities, and better productivity through generative AI. * **Premium chat:** A fully agentic AI experience embedded in ServiceNow, enabling complex workflows, multi-source reasoning, file uploads, web search, and interactive content generation without leaving the panel. ## Feature Comparisons The three chat versions differ significantly across UI, search, AI, language, document handling, integrations, analytics, and admin capabilities: * **User Interface:** Premium and enhanced chats support movable, resizable, full-screen, dark mode, and personalized interactions, unlike the standard version. * **Search and Knowledge Integration:** All support portal knowledge search and web integration; enhanced and premium provide unified search across internal and external sources. * **AI and Conversation:** Premium chat offers advanced tone, response customization, AI agents, and limited context-aware suggestions, surpassing standard and enhanced. * **Language and Localization:** All support multilingual UI; premium and enhanced deliver better multilingual responses and detection. * **Document Handling:** Premium supports file generation and broader file types (PDF, images, text) uploading and analysis; enhanced supports most except file generation; standard is limited. * **Integration and Channels:** Premium integrates with Microsoft Teams, Google Chat, and Microsoft Copilot; enhanced supports third-party websites; standard supports basic channels. * **Analytics and Reporting:** Premium includes automated resolution rates and AI response quality scoring; enhanced and standard support manual metrics. * **Admin and Configuration:** Only premium supports branding and full agentic AI control. ## Practical Benefits for ServiceNow Customers * Accelerate issue resolution with AI-powered summarization and assistance. * Choose the chat experience that matches organizational needs---from basic support (standard) to highly interactive and complex workflows (premium). * Leverage enhanced search, multilingual support, and document handling to improve agent productivity. * Utilize integrations with collaboration tools like Microsoft Teams and Google Chat in premium chat for seamless workflow integration. * Maintain compliance and user transparency by retaining the default AI disclaimer. ## Next Steps Activate the appropriate Otto panel chat version based on your requirements, assign necessary roles and skills, and configure Next Experience. For advanced features, consider the premium chat to fully leverage agentic AI capabilities and enhanced integrations. With the ServiceNow Otto panel, 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 faster. You must fulfill the following conditions to use the ServiceNow Otto panel: * Next Experience must be enabled. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). * You must have the now_assist_panel_user role. * Your role must be applied to at least one active ServiceNow Otto skill to use skills in the ServiceNow Otto panel. {#now-assist-panel-overview__ul_yp2_cdz_tgc} There are three versions of ServiceNow Otto panel chats: standard, enhanced, and premium. Select one of the versions to learn more: * [Standard chat](https://www.servicenow.com/docs/cWQ5vAikMbimFBCZbDPRDw "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.") - provides conversational support assistance within a standard, static chat window. To activate the ServiceNow Otto panel standard chat, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/754721Xs6BkV0CBtyYplug "Activate the ServiceNow Otto panel standard chat to enable your agents to use AI skills, such as task summarization or navigation, in a side panel on the user interface.") for more information. * [Enhanced chat](https://www.servicenow.com/docs/g_Y1OFvNwVBM70o_4Bjvcg "ServiceNow Otto panel enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Use ServiceNow Otto panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among others.") - provides conversational support assistance within a dynamic window that gives a more intuitive and personalized experience. You must activate the ServiceNow Otto panel enhanced chat and configure your ServiceNow Otto instance to use the enhanced chat. See [Activate ServiceNow Otto panel enhanced chat](https://www.servicenow.com/docs/Ln~8JVsusHFnsf4NqtMwKg "Activate the ServiceNow Otto panel enhanced chat to enable your agents to use ServiceNow Otto skills, such as task summarization or navigation, in a side panel on the user interface.") for more information. * [Premium chat](https://www.servicenow.com/docs/vYbCOflqD~fhI0aYhYKCrQ "ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multistep agentic tasks, so you can handle more complex requests without leaving the panel.") - provides conversational support assistance within a fully agentic chat experience that enables the assistant to reason across multiple sources and execute complex workflows without leaving the conversation. You must activate the ServiceNow Otto panel premium chat and configure your ServiceNow Otto instance to use the premium chat. See [Display your assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for more information. {#now-assist-panel-overview__ul_mb3_fg3_bgc} If you want to use assistants, you must activate them. See [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for information on activating assistants. Note: Voice dictation is automatically activated when you activate the ServiceNow Otto panel. As of the Zurich Patch 4 release, voice dictation is configured in the [Configure Next Experience accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). Warning: Do not modify or remove the default AI disclaimer. If you modify or remove the default AI disclaimer, you're responsible for communicating to end users that they are interacting with an AI system and any associated risks. ServiceNow is not responsible for the effects of any changes made. ## Differences between display experiences {#now-assist-panel-overview__section_f1s_gcs_vkc} The following list includes benefits of premium chat: * Faster responses * Real-time personalization through dynamic experience generation * Open-source widget ecosystem with customizable UI components * Rich content generation, such as charts, visualizations, and interactive elements * AI Services foundation for large language model (LLM) orchestration {#now-assist-panel-overview__ul_fnf_cxr_vkc} The following tables outline feature differences between standard, enhanced, and premium chat. {#now-assist-panel-overview__table_s31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Movable or resizable interface | No | Yes | Yes | | Full-screen experience | No | Yes | Yes | | Portal's search bars redirect to include chat capabilities or directly into chat | No | Yes | Yes | | Mobile-optimized interface | Yes | Yes | Yes | | Customizable widgets | No | No | Yes | | Interactive view | No | Yes | Yes | | Dark mode | No | Limited | Yes | | Personalized greeting message | Yes | Yes | Yes | | Prompt library | No | No | Yes | | Guest user elevation | Yes | Yes | Limited | | View all topics/Show all options | Yes | Yes | Yes | [Table 1. User interface features] {#now-assist-panel-overview__table_s31_q2m_vkc} {#now-assist-panel-overview__table_t31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Portal knowledge search | Yes | Yes | Yes | | Unified search with internal and external sources | No | Yes | Yes | | Web search integration | Yes | Yes | Yes | | Suggestive search results | No | Limited | Yes | | Catalog search integration | Yes | Yes | Yes | [Table 2. Search and knowledge integration features] {#now-assist-panel-overview__table_t31_q2m_vkc} {#now-assist-panel-overview__table_u31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Basic text chat | Yes | Yes | Yes | | AI-powered responses | Yes | Yes | Yes | | Generative AI based on large language models (LLMs) | Yes | Yes | Yes | | Context-aware suggestions | No | No | Limited | | Response streaming | Yes | Yes | Yes | | Conversation history | Yes | Yes | Yes | | Multiple concurrent conversations | No | Yes | Yes | | Conversations remain active after task completion | No | Yes | Yes | | AI agents support | Yes | Yes | Yes | | Tone, response length, and persona settings | No | Yes | Yes | [Table 3. AI and conversation features] {#now-assist-panel-overview__table_u31_q2m_vkc} {#now-assist-panel-overview__table_j35_l3k_xkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Multilingual UI | Yes | Yes | Yes | | Multilingual responses | Limited | Yes | Yes | | Dynamic language detection | Yes | Yes | Limited Note: Only tier 1 languages are supported. | [Table 4. Language and localization features] {#now-assist-panel-overview__table_j35_l3k_xkc} {#now-assist-panel-overview__table_w31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | File upload | Limited | Yes | Yes | | PDF upload and question answering | No | Yes | Yes | | Image upload | No | Limited | Yes | | Text file analysis | No | Yes | Yes | | File generation | No | No | Yes | [Table 5. Document handling features] {#now-assist-panel-overview__table_w31_q2m_vkc} {#now-assist-panel-overview__table_x31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Virtual Agent in Employee Center (portal) | Yes | Yes | Yes | | Third-party website | No | Yes | No | | Now Assist panel (workspace) | Yes | Yes | Yes | | Microsoft Teams integration | Yes | No | Yes | | Slack integration | Yes | No | No | | Mobile-optimized web interface | Yes | Yes | Yes | | Google Chat integration | Yes | No | No | | Microsoft Copilot integration | Yes | No | No | | WhatsApp integration (Twilio) | Yes | No | No | | SMS integration (Twilio) | Yes | No | No | | Cisco Webex integration | No | No | No | [Table 6. Integration and channel features] {#now-assist-panel-overview__table_x31_q2m_vkc} {#now-assist-panel-overview__table_y31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Conversation count | Yes | Yes | Yes | | User engagement metrics | Yes | Yes | Yes | | Resolution rate | Yes (manual) | Yes (manual) | Yes (automated) | | AI response quality scoring | No | No | Yes | | Conversation satisfaction (CSAT) | Yes (manual) | Limited | Yes | [Table 7. Analytics and reporting features] {#now-assist-panel-overview__table_y31_q2m_vkc} {#now-assist-panel-overview__table_z31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Full agentic AI support | Yes | Yes | Yes | | Branding and personalization (chat header, logo) | No | No | Yes | [Table 8. Admin and configuration features] {#now-assist-panel-overview__table_z31_q2m_vkc} For help with installation, see [Solving installation and configuration issues with ServiceNow AI features](https://www.servicenow.com/docs/uL1A4ARWSbL192MjXW65SQ "Use this checklist to address issues or gaps in your AI configuration."). * **[Standard chat](https://www.servicenow.com/docs/cWQ5vAikMbimFBCZbDPRDw)** 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. * **[Enhanced chat](https://www.servicenow.com/docs/g_Y1OFvNwVBM70o_4Bjvcg)** ServiceNow Otto panel enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Use ServiceNow Otto panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among others. * **[Premium chat](https://www.servicenow.com/docs/vYbCOflqD~fhI0aYhYKCrQ)** ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multistep agentic tasks, so you can handle more complex requests without leaving the panel.