--- 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 --- # Conversational Help # Conversational Help {#ariaid-title1} Release version: Australia Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Conversational Help Conversational Help is a generative AI skill integrated into the ServiceNow Otto panel that provides users with contextual answers to their questions. It leverages AI capabilities to search product documentation and deliver precise, relevant responses directly within the platform. This skill is enabled by default for appropriate roles and requires no additional subscription. Show full answer Show less ## Key Features * **Default Availability:** Automatically enabled for eligible users and visible as the "Get Help" option on the Otto panel. * **Flexible Query Input:** Users can either select the Get Help skill or submit queries directly in the Otto panel, allowing the system to identify and use the most relevant skill for answer retrieval. * **Customizable Skills:** The set of skills shown in the Otto panel can be tailored with integration team support to better fit organizational needs. * **AI-Powered Search and Answer Generation:** Queries are processed through AI Search that accesses synchronized product documentation via Instance Data Replication (IDR) from central ServiceNow instances across multiple regions. * **Re-ranking for Relevance:** The Now Assist Q\&A Genius re-ranks search results to ensure highly relevant answers. * **Cache Optimization:** Cached answers are returned instantly when available, improving response time. * **Version-Specific Results:** Answers are generated based on the release version of the user's current instance, ensuring accuracy and relevance to the latest features and updates. ## Practical Implications for ServiceNow Customers With Conversational Help, customers can quickly obtain accurate, contextual assistance without leaving the Otto panel, improving user productivity and reducing the need for manual searches in documentation. The AI-driven system streamlines support by tailoring responses to the user's instance version and leveraging cached data for efficiency. Organizations can also customize available skills to align with their specific use cases, enhancing user experience and support effectiveness. Administrators can manage the feature via the AI Admin Hub Settings, enabling or disabling it as needed, ensuring control over AI assistance within their environment. This skill uses Generative AI application capabilities to provide answers to the questions on the ServiceNow Otto panel. 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 [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/RC6x9bpmgBkefh6mbxWQxg "Starting with the Zurich Patch 4 release, some AI agents, generative AI skills, and agentic workflows are turned on by default in the ServiceNow AI Platform."). The Conversational Help skill displays as Get Help on the ServiceNow Otto panel. Note: The Get Help feature is available as a part of generative AI entitlements and no new subscription is required. The feature is enabled by default and you can turn it off in the AI Admin Hub Settings. You can ask your question in two ways: * Select Get Help skill and submit a query to use the help option in the ServiceNow Otto panel. * Submit your query directly in the ServiceNow Otto panel. It will perform discovery and find the most appropriate skill among the listed, based on the keywords you entered. This discovered skill is used to retrieve answers for your queries. Note: The available skills displayed in the ServiceNow Otto panel can be customized in consultation with the integration teams. {#conversational-help-skills__ul_s2j_gd2_yfc} ## How Conversational Help works {#conversational-help-skills__section_dt1_h22_yfc} Your query goes through the following steps to retrieve the best response. 1. AI searchThe query is sent to **central ServiceNow instance** , where **AI Search** will search the knowledge table that stores content from product doc content. We use Instance Data Replication (IDR) that synchronizes product documentation content from Now Support instances. Note: Multiple central ServiceNow instances are deployed across three regions: US East or US West, EMEA, and APJC. 2. The top matching chunks (or records) along with the user's query, are sent to the Now Assist Q\&A Genius Result configuration to generate a meaningful, contextual answer. 3. Re-rankingThe Now Assist Q\&A, an out of box (OOB) capability, re-ranks the retrieved chunks to ensure better relevance. 4. Cache lookup * If the user query exists in the cache, the pre-stored answer is returned. * If the query is not cached, the query and re-ranked chunks are sent to Now LLM to generate a meaningful answer. {#conversational-help-skills__ol_ml1_333_yfc} {#conversational-help-skills__ol_dmm_d33_yfc}The Now LLM retrieves the most relevant result from portal and displays it in the same panel. Note: Effective from this release, the query will retrieve results based exclusively on the release version of the user's current instance. This enhancement is integrated into the query process to ensure the delivery of precise results that reflect the latest updates and features. For more information, see [Fetch end points in Now Assist Conversational Help skills](https://www.servicenow.com/docs/GouR0W4hxi4EoNg~BqyVhw "The Now Assist Conversational Help skills architecture solves latency by fetching answers hosted at the nearest location, which is best suited to the user.").