Use ServiceNow Otto for Supplier Lifecycle Operations (SLO) in a Virtual Agent chat

Use the conversational interface of ServiceNow Otto for Supplier Lifecycle Operations (SLO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.

Role required: sn_supplier_gen_ai.now_assist_supplier

Note:

This role must be provided to the sn_slm.contact user.

As a supplier, you can manage a profile, manage users, submit a request, track request status, or connect to a live agent by using contextual generative AI capabilities.

Note:

ServiceNow Otto for SPO uses generative AI to interpret your requests and generate responses. Results may not always be accurate. Review any procurement information before submitting a request.

Start a conversation with ServiceNow Otto for SLO

1. Navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal.
2. Select the Virtual Agent chat icon ().
3. In the chat, select a suggested topic or type what you need.

Update banking details

As a supplier contact, you can update your existing bank details or submit a new one. You can enter the email address that is associated with your organization's account to update your bank details. You must upload proof of the beneficiary's bank account to edit the request.

Update profile details

As a supplier contact, you can update the profile details. You can update the profile details and enter the profile details that you want to update. Follow the prompts in the chat to complete the procedure.

Submit a request

As a supplier contact, you can submit a request. You can enter Supplier inquiry in the chat, describe the case, and select a supplier contact from the list to create a request.

Track request status

As a supplier contact, you can track a request status. For example, enter I want to know the status of SCASE0001156 in the chat to view the status of the request.

Enroll a new user

As a supplier contact, you can enroll a new user. You can enter the work email address of the new user and select if you want this new user as the primary contact.

Remove user account

As a supplier contact, you can remove a user account. You can enter the name of the user or the email address of the user account that you want to remove. Enter the email address of the user who will take over the tasks that were delegated to the removed user. You must also provide a reason for offboarding this user.

Request access change

As a supplier contact, you can request an access change.

Note:

Only a secondary contact can request an access change.

Select the urgency of the access change, such as low, moderate, or high. Enter the reason for requesting the access change from secondary to primary.

Additional Information

ServiceNow Otto in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes supplier contacts 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 ServiceNow Otto in Virtual Agent Analytics dashboard to monitor the performance of ServiceNow Otto in Virtual Agent as a self-service deflection tool. ServiceNow Otto in Virtual Agent Analytics calculates the conversation deflection rate that is based on the resolution status associated with ServiceNow Otto query responses.

For detailed information on ServiceNow Otto in Virtual Agent in general, and ServiceNow Otto for SLO in particular, see Explore ServiceNow Otto for Supplier Lifecycle Operations (SLO).

For information on configuring ServiceNow Otto for SLO, see Configure ServiceNow Otto for Supplier Lifecycle Operations (SLO).

Related concepts

• Use ServiceNow Otto for Supplier Lifecycle Operations (SLO)

Related tasks

• Summarize a case by using ServiceNow Otto for Supplier Lifecycle Operations (SLO) in Source-to-Pay Workspace