Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams
ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding (NLU) topic discovery once required.
ServiceNow Otto for Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate ServiceNow Otto for Virtual Agent with Microsoft Teams, see Configuring assistants overview. In step 3 of the procedure to Configuring assistants overview, you can choose where to display Virtual Agent. Select Microsoft Teams.
ServiceNow Otto for Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:
- Genius Results: Catalog items (conversational and non-conversational) and knowledge base articles (single-turn and multi-turn Q&A).
Figure 1. Genius Results for catalog items and knowledge base articles - Regular search results (multi-link outputs in conversations).
For more information, see Exploring ServiceNow Otto for Virtual Agent and Virtual Agent feature support in Microsoft Teams conversations.