---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Live interaction recommendations AI agent

# Live interaction recommendations AI agent {#ariaid-title1}

Release version: Brazil  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The AI agent analyzes the conversation between a customer and a human agent. It recommends actions that help a human agent resolve the customer's issue.

## Workflow {#csm-live-interaction-recommendations-ai-agent__njbndcslpmuj}

The AI agent helps a human agent by providing real-time recommendations during live customer interactions on the voice channel.

1. Show the welcome message and customer name in the ServiceNow Otto panel when the session starts.
2. Show the Get Recommendations button.
3. Analyze the current call transcript when the human agent selects the Get Recommendations button.
4. Display the recommendations, with clarifying options where they apply.
5. Refine the recommendations when the user selects an option or asks a follow-up question.
6. Show the Get Recommendations button again so the user can refresh the recommendations as the call continues.
{#csm-live-interaction-recommendations-ai-agent__ol_ost_gnt_tyi}  
{#csm-live-interaction-recommendations-ai-agent__njbndcslpmuj__entry__2}

| Field | Description |
|-|-|
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/sa1bdHN6FqAGJmyqCFbo6w "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Script :   Get Interaction Context Subflow :   Analyse Interaction and Generate Recommendation |
| Allowed user roles The specific user roles that can access this AI agent. | sn_esm_agent |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_customerservice_agent, and sn_customerservice.consumer_agent |
| Triggers | Live interaction recommendations AI agent - Interaction |
| Channels | Configure an assistant for ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Not applicable. |
[Table 1. Configuration]