---
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


---

# ServiceNow Otto for Virtual Agent

# ServiceNow Otto for Virtual Agent {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 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

ServiceNow Otto for Virtual Agent leverages large language models (LLMs) to deliver natural-language conversational experiences that enhance self-service workflows.
This generative AI-powered tool aims to improve user interactions and operational efficiency by enabling more intuitive and effective virtual agent conversations.
Show full answer Show less  

## Key Features

* **Generative AI Skills:** Integrate advanced AI conversational capabilities to improve virtual agent responses and user engagement.
* **Configuration and Activation:** Enables activation and setup of generative AI skills tailored to your organization's needs.
* **Requester Experience:** Provides a refined conversational experience for requesters interacting with the virtual agent.
* **Performance Monitoring:** Tools to analyze and monitor the effectiveness and success of your virtual agent interactions.
* **Support Resources:** Access to community forums, known error portals, and customer support for troubleshooting and guidance.

## Important Considerations for Customers

* Availability of model providers and AI features may vary based on region, data center location, and regulatory compliance requirements.
* Some AI capabilities may be restricted or unavailable in specific environments, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or regulated markets.
* Customers should regularly check for updates on AI model provider availability and feature access in future releases.

## AI Limitations and Responsible Use

As the underlying AI and machine learning technologies are rapidly evolving, outputs may not always be accurate or complete. It is crucial for customers to:

* Test and validate AI-generated content for accuracy and appropriateness within their specific use cases.
* Maintain human oversight, especially in high-impact domains such as healthcare, finance, legal, employment, security, and infrastructure.
* Comply with ServiceNow's AI Acceptable Use Policy to ensure ethical and responsible application of AI capabilities.

## Data Processing and Privacy

* Data from customer instances is transferred to centralized ServiceNow environments, which may be located in different regions or cloud providers like Microsoft Azure.
* Data handling follows ServiceNow's internal policies and compliance standards to protect customer information.
* ServiceNow collects inputs, outputs, and edits related to this application to improve AI products and models, with customers having the option to opt out of data collection.

## Next Steps for Customers

* Begin by exploring the introduction materials and available generative AI skills to understand capabilities.
* Activate and configure ServiceNow Otto for Virtual Agent in your environment according to your organizational needs and compliance requirements.
* Monitor the performance of your virtual agent interactions to optimize and improve user experience.
* Utilize available support channels and documentation for troubleshooting and continuous improvement.  
Use generative AI skills in your conversational experiences. ServiceNow Otto for Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows.

## Get started {#now-assist-in-va-landing__section_kgc_mpv_jzb}

For an introduction to building a Virtual Agent with ServiceNow Otto, watch this video.

|-|-|-|
| [ExploreLearn about the generative AI skills available in 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.") | [ConfigureActivate ServiceNow Otto for Virtual Agent and configure generative AI skills.](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.") | [UseLearn about the requester conversational experience.](https://www.servicenow.com/docs/ab2lxjuSvw4QOKqJAKNx7w "ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.") |
| AnalyzeMonitor the performance of ServiceNow Otto for Virtual Agent. | [ReferenceGet details about user input and bot responses supported by ServiceNow Otto for Virtual Agent.](https://www.servicenow.com/docs/Xo21o~qUGicI91Wm7YMwRg "Virtual Agent topic developers can create topics for use in the ServiceNow Otto panel channel. The following Virtual Agent Designer controls are currently supported.") |   |
[ ]

{#now-assist-in-va-landing__table_lgc_mpv_jzb}  
Important:  
* Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-in-va-landing__na-in-country-notice}
* Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-in-va-landing__na-restricted-envs-notice}
* Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-in-va-landing__na-standalone-language-notice}
* Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases.
{#now-assist-in-va-landing__ul_j3b_4vd_wcc}

## Troubleshoot and get help {#now-assist-in-va-landing__section_qgc_mpv_jzb}

* [Virtual Agent community forum](https://www.servicenow.com/community/virtual-agent-nlu/ct-p/virtual-agent-natural-language)
* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
{#now-assist-in-va-landing__ul_rgc_mpv_jzb}

## AI limitations

This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not
always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility
to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making
purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-in-va-landing__p_kv2_nfg_h1c}

## Data processing

This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-in-va-landing__p_lv2_nfg_h1c}

## Data collection

ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-in-va-landing__p_ov2_nfg_h1c}

For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-in-va-landing__p_pv2_nfg_h1c}