--- 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 for Virtual Agent readiness # ServiceNow Otto for Virtual Agent readiness on the ServiceNow AI Platform {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 for Virtual Agent readiness on the ServiceNow AI Platform ServiceNow Otto for Virtual Agent enhances Virtual Agent capabilities with AI-driven natural language understanding, enabling users to navigate complex tasks and receive high-confidence answers without relying on keyword matching or manual configurations. This integration leverages large language models (LLMs) to improve user intent discovery, conversation quality, and service catalog interactions. Show full answer Show less ## Key Features * **AI Asset Discovery:** Automatically matches user intents to Virtual Agent topics, generative AI skills, agentic workflows, and related actions using LLMs. * **Simplified Deployment:** Accelerates rollout and enhances conversation quality by utilizing LLM-powered Virtual Agent topics. * **AI Search Genius Results:** Provides users with curated, actionable responses through Genius cards that summarize knowledge and support direct actions like requesting catalog items. * **Conversational Catalog Ordering:** Allows users to request Service Catalog items naturally, with Virtual Agent clarifying and confirming intent before fulfillment (requires catalog items to be marked as conversational). * **Multi-turn Q\&A:** Supports automatic handling of follow-up questions to refine queries and improve answer relevance. ## Setup and Configuration Configuring Now Assist within Virtual Agent involves creating or customizing an LLM assistant and assigning it to portals. Without associating LLM Virtual Agent topics to an assistant, those topics will not be discoverable. A recommended high-level implementation checklist includes: * Installing ServiceNow Otto for Virtual Agent via the Conversational Interfaces admin console after AI product installation. * Reviewing Virtual Agent topic inventory to identify high-volume queries using Assistant Analytics for optimization. * Evaluating the knowledge base to align KB articles with top user intents to support self-service. * Using the topic migration tool to convert existing NLU topics to LLM topics, minimizing redevelopment effort. * Reviewing Service Catalog items for potential replacement by LLM topics to reduce redundancy. * Leveraging pre-built LLM Virtual Agent topics as starting points for topic creation. ## Best Practices and Additional Capabilities * Optimize topic descriptions during NLU to LLM migrations to ensure clarity and alignment with user intent. * Customize the assistant's branding and chat experience, choosing from Standard, Enhanced, or Premium chat options. * Integrate ServiceNow Otto for Virtual Agent with Microsoft Teams to extend conversational capabilities. ## Practical Benefits for ServiceNow Customers By adopting ServiceNow Otto for Virtual Agent on the AI Platform, customers can expect: * Improved accuracy and natural language understanding in Virtual Agent conversations. * Faster deployment and easier management of Virtual Agent topics using AI-powered tools. * Enhanced user experiences through conversational catalog ordering and multi-turn Q\&A support. * Greater self-service adoption by leveraging AI to surface relevant knowledge and automate routine service requests. ServiceNow Otto for Virtual Agent has AI-driven capabilities that interpret natural language, guide users through complex tasks, and deliver high-confidence answers without relying on rigid keyword matching or manual configurations. ServiceNow Otto for Virtual Agent provides the following features: * AI asset discoveryServiceNow Otto for Virtual Agent uses LLMs to automatically discover and match user intents to Virtual Agent topics and other AI assets, including generative AI skills, AI agents and agentic workflows, and subflows and actions. * Simplified deploymentUsing LLM-powered Virtual Agent topics, teams can accelerate rollout and improve conversation quality. * AI Search Genius Results Users receive curated, actionable responses via Genius cards, which contain summarized knowledge with direct actions such as Request this item. * Conversational catalog orderingUsers can request Service Catalog items using natural conversation. Virtual Agent asks clarifying questions and confirms the user's intent before completing the request. Note: Service Catalog items must be marked as conversational to work with Virtual Agent. For details, see [Catalog item conversational details page overview](https://www.servicenow.com/docs/access?context=using-catalog-conversational-experience&version=australia&pubname=australia-servicenow-platform§ion=catalog-item-conv-details-page-overview&ft:locale=en-US). * Multi-turn Q\&AFollow-up questions are handled automatically, allowing users to refine their queries and get better answers. {#sn-ai-impl-nava__ul_pvb_mnr_1hc} Setting up Now Assist in Virtual Agent requires customizing or creating a new LLM assistant. You can assign an assistant to one or more portals. If LLM Virtual Agent topics aren't associated with an LLM assistant, they aren't discoverable. ## High-level checklist {#sn-ai-impl-nava__section_mnm_dqr_1hc} 1. Install ServiceNow Otto for Virtual Agent : You can install it from the Conversational Interfaces admin console after you install an AI product such as ServiceNow Otto for IT Service Management (ITSM). : To set up ServiceNow Otto for Virtual Agent, you configure an assistant. : 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) 2. Review your Virtual Agent topic inventory : Review your topics and identify high-volume user queries. You can use Assistant Analytics to monitor, evaluate, and optimize the performance of your AI-powered assistants. : Why? This helps you identify the top self-solve opportunities in Virtual Agent. : See: * [Conversational Analytics dashboard in Platform Analytics experience](https://www.servicenow.com/docs/access?context=VA-dashboard-landing-page-pae&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Create an Automation Discovery report](https://www.servicenow.com/docs/access?context=create-auto-discovry-report&version=australia&pubname=australia-now-intelligence&ft:locale=en-US) {#sn-ai-impl-nava__ul_ntm_zxr_1hc} 3. Review your knowledge base : Identify KB articles that can self-serve any of the top intents you identified. : Why? This simplifies topic management and enables self-service. : See: [Knowledge Base readiness for AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/Ij4VOnq78uF2Hf1Sc_Jy3A "The knowledge base enables ServiceNow Otto to deliver intelligent, accurate, and context-aware responses across AI Search, Q&A Genius Results, and other AI-powered experiences.") 4. Migrate NLU topics to LLM : Use the topic migration tool in Virtual Agent to convert NLU topics to LLM. : Why? Use existing Virtual Agent topics with minimal effort. : See: [Migrating NLU/keyword Virtual Agent topics to LLM topics](https://www.servicenow.com/docs/access?context=llm-topic-migration&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) 5. Review Service Catalog items : Identify self-serve catalog items that can be replaced with existing LLM topics. : Why? To avoid redundancy and eliminate the need to create new Virtual Agent topics. : See: [Service Catalog readiness for AI on the ServiceNow AI Platform](https://www.servicenow.com/docs/Ho2Vp6HyHyWCYo1kP59taQ "A well-structured Service Catalog is essential to supporting AI capabilities. As the backbone of many self-service workflows, the catalog enables ServiceNow Otto to interpret user requests accurately, present the right options, and reduce complexity for users.") 6. Review LLM Virtual Agent topics : Use these LLM topics as a starting point for Virtual Agent topic creation. : Why? New LLM versions of older NLU Virtual Agent topics reduce rework. : See: [ITSM Virtual Agent pre-built LLM topics](https://www.servicenow.com/docs/access?context=itsm-va-prebuilt-topics&version=australia&pubname=australia-it-service-management&ft:locale=en-US) ## Tips {#sn-ai-impl-nava__section_krr_lbs_1hc} * When migrating legacy NLU topics, optimize topic descriptions so that the topic is clearly described and aligned with the intent and expected results.For details, see [LLM description and instruction guidelines for Virtual Agent topics](https://www.servicenow.com/docs/access?context=va-llm-instruction-guidelines&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). * You can customize the look of your assistant and the chat experience during guided setup.For details, see [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). * You can choose the chat experience you want for each assistant: * [Standard chat](https://www.servicenow.com/docs/access?context=nava-standard-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Premium chat](https://www.servicenow.com/docs/access?context=nava-integrated-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) {#sn-ai-impl-nava__ul_qpy_v2y_1hc} * You can integrate ServiceNow Otto for Virtual Agent with Microsoft Teams. For details, see [Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/access?context=integrating-now-assist-va-msteams&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). {#sn-ai-impl-nava__ul_zrn_mcs_1hc} For more information about conversational catalogs in AI, see the following information from ServiceNow Community and YouTube: * [How to request catalog items in ServiceNow Otto for Virtual Agent](https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-request-catalog-items-in-now-assist-in-virtual-agent/ta-p/2747811) * [AI Academy: Enhanced chat experience with ServiceNow Otto for Virtual Agent](https://www.youtube.com/watch?v=UD7IneCtpxk) {#sn-ai-impl-nava__ul_tbs_fdq_zgc}