---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Conversational AI report

# Conversational AI Health and Safety incident or observation report {#ariaid-title1}

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

Use the ServiceNow Otto panel conversational interface to report Health and Safety incidents and observations that enables you to engage with live agents, virtual agents, or both.

A basic Health and Safety incident or observation can be reported using the conversational language through the ServiceNow Otto panel. Admins can configure keywords on the Health and Safety workspace. Using appropriate keywords such as health, safety, incident, injury, or observation generates functional responses. For more information on configuring the keywords, see [Configure keywords for conversational AI](https://www.servicenow.com/docs/RTmoCXhH5EFxEI2QAJtKTA "Configure keywords on the incident and observation record producers to enable conversational Health and Safety reporting in the ServiceNow Otto panel.").

Employees can use the ServiceNow Otto panel icon () in the Employee Center home page to open a chat panel to report a Health and Safety incident easily.
Figure 1. Guided conversational Health and Safety incident or observation reporting

Once the incident is recorded, the ServiceNow Otto chat panel provides the Health and Safety incident record number and the employees can view it by selecting My Requests or selecting the record number.

## Benefits of Conversational AI health and safety for incident and observation report {#now-assist-explore-conversational-incidents__section_www_1dy_zfc}

Conversational AI simplifies the safety incident or observation reporting process.

* Eliminates the need to complete lengthy forms.
* Provides real-time interaction and an immediate feedback mechanism.
* Provides a user-friendly interface with Instant response and guidance.
* Provides a responsive and supportive environment and promotes proactive incident or observation reporting.
* Enables document uploads (maximum 10 mb) through ServiceNow Otto panel.
{#now-assist-explore-conversational-incidents__ul_tlf_ddy_zfc}