--- 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 --- # ServiceNow Otto panel # ServiceNow Otto panel {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read With the ServiceNow Otto panel, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly. You must fulfill the following conditions to use the ServiceNow Otto panel: * Next Experience must be enabled. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). * You must have the now_assist_panel_user role. * Your role must be applied to at least one active ServiceNow Otto skill to use skills in the ServiceNow Otto panel. {#now-assist-panel-overview__ul_yp2_cdz_tgc} There are three versions of ServiceNow Otto panel chats: standard, enhanced, and premium. Select one of the versions to learn more: * [Standard chat](https://www.servicenow.com/docs/Pf~sgTH19_dQLO6yezEhbA "With the ServiceNow Otto panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.") - provides conversational support assistance within a standard, static chat window. To activate the ServiceNow Otto panel standard chat, see [Activate the ServiceNow Otto panel standard chat](https://www.servicenow.com/docs/fAo8ONa4iHX3SSSclLF7Ug "Activate the ServiceNow Otto panel standard chat to enable your agents to use AI skills, such as task summarization or navigation, in a side panel on the user interface."). * [Enhanced chat](https://www.servicenow.com/docs/Ig3otMHw6DiAA7eV4L0csw "ServiceNow Otto panel 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. Use ServiceNow Otto panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among others.") - provides conversational support assistance within a dynamic window that gives a more intuitive and personalized experience. You must activate the ServiceNow Otto panel enhanced chat and configure your ServiceNow Otto instance to use the enhanced chat. See [Activate the ServiceNow Otto panel enhanced chat](https://www.servicenow.com/docs/LbB2prnzMoJK6ZrNN9QPKA "Activate the ServiceNow Otto panel enhanced chat to enable your agents to use ServiceNow Otto skills, such as task summarization or navigation, in a side panel on the user interface.") for more information. * [Premium chat](https://www.servicenow.com/docs/mBhIEBjC~mkBATMkJ5NXhg "ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multistep agentic tasks, so you can handle more complex requests without leaving the panel.") - provides conversational support assistance within a fully agentic chat experience that enables the assistant to reason across multiple sources and execute complex workflows without leaving the conversation. You must activate the ServiceNow Otto panel premium chat and configure your ServiceNow Otto instance to use the premium chat. See [Display your assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) for more information. {#now-assist-panel-overview__ul_mb3_fg3_bgc} If you want to use assistants, you must activate them. See [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) for information on activating assistants. Note: Voice dictation is automatically activated when you activate the ServiceNow Otto panel. As of the Zurich Patch 4 release, voice dictation is configured in the [Configure Next Experience accessibility preferences](https://www.servicenow.com/docs/access?context=next-experience-accessibility-preferences&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). Warning: Do not modify or remove the default AI disclaimer. If you modify or remove the default AI disclaimer, you're responsible for communicating to end users that they are interacting with an AI system and any associated risks. ServiceNow is not responsible for the effects of any changes made. ## Differences between display experiences {#now-assist-panel-overview__section_f1s_gcs_vkc} The following list includes benefits of premium chat: * Faster responses * Real-time personalization through dynamic experience generation * Open-source widget ecosystem with customizable UI components * Rich content generation, such as charts, visualizations, and interactive elements * AI Services foundation for large language model (LLM) orchestration {#now-assist-panel-overview__ul_fnf_cxr_vkc} The following tables outline feature differences between standard, enhanced, and premium chat. {#now-assist-panel-overview__table_s31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Movable or resizable interface | No | Yes | Yes | | Full-screen experience | No | Yes | Yes | | Portal's search bars redirect to include chat capabilities or directly into chat | No | Yes | Yes | | Mobile-optimized interface | Yes | Yes | Yes | | Customizable widgets | No | No | Yes | | Interactive view | No | Yes | Yes | | Dark mode | No | Limited | Yes | | Personalized greeting message | Yes | Yes | Yes | | Prompt library | No | No | Yes | | Guest user elevation | Yes | Yes | Limited | | View all topics/Show all options | Yes | Yes | Yes | [Table 1. User interface features] {#now-assist-panel-overview__table_s31_q2m_vkc} {#now-assist-panel-overview__table_t31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Portal knowledge search | Yes | Yes | Yes | | Unified search with internal and external sources | No | Yes | Yes | | Web search integration | Yes | Yes | Yes | | Suggestive search results | No | Limited | Yes | | Catalog search integration | Yes | Yes | Yes | [Table 2. Search and knowledge integration features] {#now-assist-panel-overview__table_t31_q2m_vkc} {#now-assist-panel-overview__table_u31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Basic text chat | Yes | Yes | Yes | | AI-powered responses | Yes | Yes | Yes | | Generative AI based on large language models (LLMs) | Yes | Yes | Yes | | Context-aware suggestions | No | No | Limited | | Response streaming | Yes | Yes | Yes | | Conversation history | Yes | Yes | Yes | | Multiple concurrent conversations | No | Yes | Yes | | Conversations remain active after task completion | No | Yes | Yes | | AI agents support | Yes | Yes | Yes | | Tone, response length, and persona settings | No | Yes | Yes | [Table 3. AI and conversation features] {#now-assist-panel-overview__table_u31_q2m_vkc} {#now-assist-panel-overview__table_j35_l3k_xkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Multilingual UI | Yes | Yes | Yes | | Multilingual responses | Limited | Yes | Yes | | Dynamic language detection | Yes | Yes | Limited Note: Only tier 1 languages are supported. | [Table 4. Language and localization features] {#now-assist-panel-overview__table_j35_l3k_xkc} {#now-assist-panel-overview__table_w31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | File upload | Limited | Yes | Yes | | PDF upload and question answering | No | Yes | Yes | | Image upload | No | Limited | Yes | | Text file analysis | No | Yes | Yes | | File generation | No | No | Yes | [Table 5. Document handling features] {#now-assist-panel-overview__table_w31_q2m_vkc} {#now-assist-panel-overview__table_x31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Virtual Agent in Employee Center (portal) | Yes | Yes | Yes | | Third-party website | No | Yes | No | | Now Assist panel (workspace) | Yes | Yes | Yes | | Microsoft Teams integration | Yes | No | Yes | | Slack integration | Yes | No | No | | Mobile-optimized web interface | Yes | Yes | Yes | | Google Chat integration | Yes | No | No | | Microsoft Copilot integration | Yes | No | No | | WhatsApp integration (Twilio) | Yes | No | No | | SMS integration (Twilio) | Yes | No | No | | Cisco Webex integration | No | No | No | [Table 6. Integration and channel features] {#now-assist-panel-overview__table_x31_q2m_vkc} {#now-assist-panel-overview__table_y31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Conversation count | Yes | Yes | Yes | | User engagement metrics | Yes | Yes | Yes | | Resolution rate | Yes (manual) | Yes (manual) | Yes (automated) | | AI response quality scoring | No | No | Yes | | Conversation satisfaction (CSAT) | Yes (manual) | Limited | Yes | [Table 7. Analytics and reporting features] {#now-assist-panel-overview__table_y31_q2m_vkc} {#now-assist-panel-overview__table_z31_q2m_vkc__entry__4} | Feature | Standard chat | Enhanced chat | Premium chat | |-|-|-|-| | Full agentic AI support | Yes | Yes | Yes | | Branding and personalization (chat header, logo) | No | No | Yes | [Table 8. Admin and configuration features] {#now-assist-panel-overview__table_z31_q2m_vkc} For help with installation, see [Solving installation and configuration issues with ServiceNow Otto](https://www.servicenow.com/docs/IzmLzzzctE_DQ~oYMly~rQ "Use this checklist to address issues or gaps in your AI configuration."). * **[Standard chat](https://www.servicenow.com/docs/Pf~sgTH19_dQLO6yezEhbA)** With the ServiceNow Otto panel standard chat, you can get assistance from generative AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly. * **[Enhanced chat](https://www.servicenow.com/docs/Ig3otMHw6DiAA7eV4L0csw)** ServiceNow Otto panel 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. Use ServiceNow Otto panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among others. * **[Premium chat](https://www.servicenow.com/docs/mBhIEBjC~mkBATMkJ5NXhg)** ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multistep agentic tasks, so you can handle more complex requests without leaving the panel.