---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure disambiguation

# Configure disambiguation {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 30, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the disambiguation property that controls when the assistant asks clarifying questions before responding to a ServiceNow Otto for Virtual Agent or ServiceNow Otto panel user request.

## Before you begin

Role required: admin

## About this task

Disambiguation or clarification helps the assistant handle situations where the user's request is ambiguous. Rather than returning an overwhelming list of results, the assistant evaluates the request using a confidence
scoring system and asks clarifying questions if needed.

## Procedure

1. In the filter navigator field, enter <kbd class="ph userinput">sys_properties.list</kbd>.
2. In the selection fields, select Name from the drop-down list and enter <kbd class="ph userinput">sn_aia.type_2_disamb </kbd> in the Search field.
3. Configure the disambiguation property:  
   If you have
   * ServiceNow Otto for Virtual Agent or
   * ServiceNow Otto panel (standard chat, enhanced chat, or premium chat)

   {#nava-configure-disambiguation-manually__ul_wdp_dvv_bjc} then use this configuration:{#nava-configure-disambiguation-manually__table_pkn_sn1_53c__entry__4}

   | Property | Possible values | Default value | Definition |
   |-|-|-|-|
   | sn_aia.type_2_disamb | off/low/high | off | * off - clarification is disabled. The assistant responds directly to all queries without asking follow-up questions. * low - clarification is triggered for highly ambiguous queries. * high - clarification is triggered more frequently, covering a broader range of ambiguous queries. {#nava-configure-disambiguation-manually__ul_fzr_j41_53c} |
   [ ]

   {#nava-configure-disambiguation-manually__table_pkn_sn1_53c}
4. To view the disambiguation data, in the filter navigator field, enter <kbd class="ph userinput">sys_generative_ai_log</kbd>.
{#nava-configure-disambiguation-manually__steps_jnf_jys_t3c}