ServiceNow Otto for Accounts Payable Operations (APO) in Virtual Agent chat

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of ServiceNow Otto for Accounts Payable Operations (APO) in Virtual Agent chat

    ServiceNow Otto for Accounts Payable Operations (APO) in Virtual Agent chat provides fulfillers with an AI-powered conversational interface to submit invoice-related requests, track request statuses, and connect to live agents efficiently. This feature uses predefined conversational topics enhanced by generative AI, enabling a natural language experience that simplifies self-service and improves user comfort when interacting with the Virtual Agent.

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    Key Features

    • Submit Requests: Fulfillers can initiate invoice submission requests by using simple prompts like "I want to submit a request for invoice," facilitating quick and guided request entry.
    • Track Request Status: Users can track the status of invoice inquiries by entering prompts such as "Track status of Invoice," receiving up-to-date information directly within the chat interface.
    • Connect to Live Agent: When needed, fulfillers can easily escalate conversations to a live agent by selecting options like "Connect to a live agent" and choosing the Accounts Payable team, ensuring human support is readily available.
    • Generative AI Integration: The conversational topics leverage generative AI to provide contextual, natural language interactions, enhancing user experience and self-service effectiveness.
    • Performance Monitoring: Administrators can use the Now Assist dashboard within Virtual Agent Analytics to monitor generative AI skill performance, including conversation deflection rates, helping optimize self-service outcomes.

    Practical Use and Navigation

    To begin using ServiceNow Otto for APO, users navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal, then select the Virtual Agent chat icon to start conversations. Predefined topics guide users through common tasks, making it easier to complete actions without manual intervention.

    Additional Resources

    Administrators and users interested in further details can consult dedicated documentation for configuring and exploring ServiceNow Otto for APO. This includes understanding the integration of generative AI skills in Virtual Agent and leveraging analytics for continuous improvement.

    ServiceNow Otto for Accounts Payable Operations (APO) in Virtual Agent chat lets fulfillers submit requests, track request status, and connect to a live agent using predefined conversational topics powered by generative AI.

    As a fulfiller, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can submit a request, track a request status, or connect to a live agent by using contextual generative AI capabilities.

    To start a conversation, navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal and select the Virtual Agent chat icon (Chat icon) as shown in the following example.

    Figure 1. Starting screen for the ServiceNow Otto for APO in a Virtual Agent chat
    Show all my options.
    Figure 2. All topics in a ServiceNow Otto for APO in a Virtual Agent chat
    All topics.

    Using a predefined topic to submit a request

    As a fulfiller, you can submit a request by prompting I want to submit a request for invoice.

    Figure 3. Submit a request
    Summary of the new request created.

    Using a predefined topic to track a request status

    As a fulfiller, you can track an invoice inquiry status by prompting Track request status.

    For example, enter Track status of Invoice in the chat to view the status of the request as shown in the following example.

    Figure 4. Track a request status
    Summary of the invoice case.
    Figure 5. Track status

    Using a predefined topic to connect to a live agent

    As a fulfiller, you can connect to a live agent by selecting Show all my options > Connect to a live agent.

    You can connect to a live agent by selecting Accounts payable team.

    Additional Information

    The AI skills in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes fulfillers more comfortable with talking to a bot. To learn how a conversation that is powered by generative AI might look in Virtual Agent, see Using ServiceNow® Otto for Virtual Agent.

    As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of generative AI skills in Virtual Agent as a self-service deflection tool. The generative AI skills in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses.

    For detailed information on generative AI skills in Virtual Agent in general, and ServiceNow Otto for APO in particular, see Explore ServiceNow Otto for Accounts Payable Operations (APO).

    For information on configuring ServiceNow Otto for APO, see Configure ServiceNow Otto for Accounts Payable Operations (APO).