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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Case and incident deflection

# Case and incident deflection in Virtual Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Virtual Agent provides several self-service options for your user that can help deflect tickets.
Deflection occurs when a user asks a question or makes a request that doesn't result in a ticket or human assistance. There are many ways that your customers can self-serve, including using AI Search and reading Knowledge articles. Virtual Agent provides a number of ways for your users to serve themselves.  

[Now Assist in Virtual Agent enhanced chat](https://www.servicenow.com/docs/bJc4qf5uflY5yIY5V0wMzw "ServiceNow Otto for Virtual Agent enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Turning on enhanced chat's full-page experience further combines chat and search capabilities by redirecting you into a full-page chat after entering a query into a portal's search bar.")
:   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.

[Conversational Catalog Request](https://www.servicenow.com/docs/x_ig3NTvV6rlXRMiG2VDWQ "Speed up and provide a conversational and streamlined experience based on generative AI while submitting a catalog item request in Virtual Agent. Your organization can increase self-service and reduce operating costs.")
:   This ServiceNow Otto for Virtual Agent skill is available in the AI Admin Hub console. For full catalog functionality in the chat window, enable the generative AI experience for catalog item request submissions.

[Configuring agentic conversations in Virtual Agent](https://www.servicenow.com/docs/NZX7myfD3L40m~CNNZT1Ew "When you query a Virtual Agent, it reasons, plans, and executes across a wide variety of options. The Virtual Agent can use AI agents, virtual agent topics, conversational actions and subflows, catalogs, KB articles, custom skills, and any ServiceNow Otto for Virtual Agent supported skills to help you.")
:   AI agents can reason, plan, and execute using additional AI agents, Virtual Agent topics, conversational actions and subflows, catalogs, KB articles, custom skills, and any ServiceNow Otto for Virtual Agent skills.

[Conversational subflows](https://www.servicenow.com/docs/n7Revscfb1SX9LTjHwij7w "View and manage conversational subflows through Assistant Designer.") and [conversational actions](https://www.servicenow.com/docs/cBsSHF_wws2~lMBBeMzPrw "View and manage conversational actions using Assistant Designer.")
:   Create conversational subflows and actions in Workflow Studio and use them in Virtual Agent conversations.

[Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/69fxeYivlLsqLDYtfp8KRA "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.")
:   Configure ServiceNow Otto for Virtual Agent to use Microsoft Teams as the delivery channel.

[Use the deflection topic block](https://www.servicenow.com/docs/CZlNsfW1PF8j8_1ZLSqu5Q "Use the pre-built deflection topic block in ServiceNow Virtual Agent to track the issues that Virtual Agent helped to resolve or actually resolved for a user. Incident deflection patterns and metrics can help you optimize and analyze the effectiveness of Virtual Agent.")
:   Use the pre-built deflection topic block in Virtual Agent to track the issues that Virtual Agent helped to resolve or actually resolved for a user.