---
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
---
# Standard chat
# Standard chat {#ariaid-title1}
Release version: Australia
Updated July 16, 2025
 4 minutes to read
Summarize
 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 Standard chat
The ServiceNow Otto panel standard chat, available with Next Experience enabled, leverages generative AI to assist agents in resolving customer issues more efficiently.
It provides a conversational interface to summarize chats, cases, or incidents, generate resolution notes, and obtain contextual help.
This AI-powered tool enhances productivity by delivering synthesized, real-time responses sourced from Knowledge Base articles, product documentation, workflows, and external content.
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## Key Features
* **ServiceNow Otto panel interface:** Accessible via the Otto icon, it includes features such as expanding to a larger window, pinning to the screen, displaying active and closed chats, copying messages, and entering actions or queries.
* **Voice Input:** Agents can interact using voice commands after enabling voice dictation, with transcription displayed on screen.
* **Chat, case, and incident summarization:** Quickly generate summaries to understand key details without requiring requesters to repeat information. Summarization can be triggered via panel options or specific commands, tailored for CSM, HRSD, and ITSM scenarios.
* **Conversational Help:** Provides precise answers to agent queries through the Get Help skill available to all entitled users.
* **Resolution notes generation:** Automatically create resolution notes summarizing how an issue was resolved.
* **Streaming responses:** Responses are delivered in real time with visual indicators to show progress, enabling faster access to synthesized answers.
* **Navigation within panel:** Agents can request navigation actions (e.g., viewing active incidents) without leaving the current conversation, improving workflow efficiency.
## Practical Benefits
* Accelerates issue resolution by providing instant AI-driven insights and summaries.
* Reduces repetitive information gathering from customers by delivering concise summaries.
* Enhances agent productivity with voice input and streamlined navigation features.
* Supports seamless integration into Next Experience and ServiceNow Studio environments.
* Improves accuracy and completeness of resolution notes through AI assistance.
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.
Note:
Next Experience must be enabled to use the ServiceNow Otto panel. 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).
## ServiceNow Otto panel overview {#now-assist-panel-standard__id_w2m_j4r_tyb}
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.
Note:
ServiceNow Otto skills must be enabled to appear on the ServiceNow Otto panel. For more information, see [Generative AI skills](https://www.servicenow.com/docs/0mRI0ydTpluNDlrcRTcOsQ "ServiceNow AI Platform products contain generative AI skills that are tailored to meet the needs of users in different workflows.").
Let's get started by selecting the ServiceNow Otto icon ![]() to display the ServiceNow Otto panel.![ServiceNow Otto panel icon.]()
If a number in a square appears, it indicates how many messages you missed when the ServiceNow Otto panel was closed.
Figure 1. ServiceNow Otto panel
The ServiceNow Otto panel includes:{#now-assist-panel-standard__table_yzf_wkw_hzb__entry__2}
| Item number | Description |
|-|-|
| 1 - Enter modal button | Expands the chat into a 90% screen-size window. |
| 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 | 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 dictation](https://www.servicenow.com/docs/~nbO9zoWxDdR0fNqrFGYIw "Give users the option to use their voice when interacting with the ServiceNow Otto panel to make the panel more accessible. Voice input enables you to use the panel without needing to use a keyboard.") for information on enabling Voice Input. See [Next Experience keyboard shortcuts](https://www.servicenow.com/docs/access?context=next-experience-keyboard-shortcuts&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) 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. |
[ ]
{#now-assist-panel-standard__table_yzf_wkw_hzb}
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 |
| | |
[Table 1. ServiceNow Otto panel]
{#now-assist-panel-standard__table_smr_n2b_xyb}
## Navigating from the ServiceNow Otto panel {#now-assist-panel-standard__section_nwb_h14_2cc}
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 {#now-assist-panel-standard__section_tk5_g5c_tyb}
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.
Note:
You can also generate a chat summarization by using the `/summarize` quick action in Agent Chat.
## Case or incident summarization {#now-assist-panel-standard__section_wyk_m3d_wyb}
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.
You can generate a case or incident summarization from the ServiceNow Otto panel for ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:
* 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.
{#now-assist-panel-standard__ul_h2z_l4t_wyb}
## Conversation Help {#now-assist-panel-standard__section_afb_zcj_12c}
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](https://www.servicenow.com/docs/8jtxrZXR3KEROoAatlJeMw "This skill uses Generative AI application capabilities to provide answers to the questions on the ServiceNow Otto panel.").
## Resolution notes generation {#now-assist-panel-standard__section_lhz_s3d_wyb}
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 {#now-assist-panel-standard__section_mz1_bt2_1fc}
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.