Configure Sentiment analysis for invoice case skill in ServiceNow Otto for Accounts Payable Operations (APO)

Configure the Sentiment analysis skill in ServiceNow Otto for Accounts Payable Operations (APO) so that an accounts payable (AP) fulfiller can use generative AI skills to prioritize inquiry cases. This improves supplier collaboration.

Before you begin

Role required: admin

Procedure

1. Navigate to All > AI Admin Hub > Skills and select the AI Skills tab in the AI Admin Hub console.
2. In the Finance and Supply Chain workflow group, select Accounts Payable Operations to view the skills for the APO features.
   A guided setup leads you through the configuration of the general details, input, frequency, availability, access, display, review, and activation of the customized skill. If you complete the entire walk-through, the skill is activated.
3. Select Save and continue to go to the next step.
4. Configure where to display the sentiment analysis for invoice case.
   1. Select In-product.
      In-product: When selected, the generated AI skills are displayed on the forms and workspaces.

      For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.

   2. Select Save and continue to go to the next step.
5. Review and activate the skill.
   Review your choices and select Activate the skill. For more information on sentiment analysis in an invoice case, see Analyze sentiments in invoice cases.

Result

You can now select of an invoice case that displays a pop-up with a summary based on the sentiment.