---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams

# Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding (NLU) topic discovery once required.

ServiceNow® Otto for Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate ServiceNow® Otto for Virtual Agent with Microsoft Teams, see [Configuring assistants overview](https://www.servicenow.com/docs/Sc9j38ILtu~9qRO4WPWVZg "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants."). In step 12 of the procedure to [Configuring assistants overview](https://www.servicenow.com/docs/Sc9j38ILtu~9qRO4WPWVZg "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants."), there's the option to choose where to display Virtual Agent. Select Microsoft Teams.  
ServiceNow® Otto for Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:

1. Genius Results: Catalog items (conversational and non-conversational) and knowledge base articles (single-turn and multi-turn Q\&A).  
   Figure 1. Genius Results for catalog items and knowledge base articles
2. Regular search results (multi-link outputs in conversations).

For more information, see [Exploring ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/AUjewwMHQvNkgPEhEaz~_A "ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI skills to improve deflection rates and reduce the amount of time-consuming work that Natural Language Understanding (NLU) topic discovery requires.") and [Virtual Agent feature support in Microsoft Teams conversations](https://www.servicenow.com/docs/E7StMZfBEy3gG~snCbFmTg "The Microsoft Teams app supports Virtual Agent features, such as Assistant Designer controls for creating conversations, notifications, AI Search results, and more.").