--- 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 --- # ServiceNow Otto for Virtual Agent # ServiceNow Otto for Virtual Agent {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Virtual Agent ServiceNow Otto for Virtual Agent leverages large language models (LLMs) to deliver natural-language conversational experiences that enhance self-service workflows. This generative AI capability helps improve user interactions by enabling more intuitive and effective virtual agent conversations within ServiceNow. Show full answer Show less ## Key Features * **Generative AI Skills:** Provides advanced AI-driven conversational skills to create dynamic and context-aware dialogues. * **Configuration and Activation:** Allows customers to activate and configure generative AI skills tailored for their Virtual Agent implementations. * **Requester Experience:** Focuses on optimizing the conversational experience for end users engaging with Virtual Agent. * **Performance Monitoring:** Includes tools to analyze and monitor the effectiveness and usage of the Virtual Agent powered by Otto. * **Support and Troubleshooting:** Access to community forums, Known Error Portal, and Customer Service to assist with issues. ## Important Considerations * Availability of model providers and AI features varies by customer location, data center region, and regulatory environment (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected, Regulated Markets). * Customers should regularly check for updates on feature availability in future releases. * The application requires data transfer from customer instances to centralized ServiceNow environments, potentially involving third-party cloud providers, managed under strict ServiceNow data policies. * ServiceNow collects input and output data from usage to improve AI technologies, with customers having the option to opt out of data collection. ## AI Limitations and Customer Responsibilities Because the technology relies on artificial intelligence and machine learning that generate predictions from data patterns, outputs may not always be accurate, complete, or suitable. Customers are responsible for thoroughly testing and validating AI-generated content, applying human oversight, and avoiding sole reliance on AI for critical decisions, especially in sensitive domains such as healthcare, finance, legal, and security. Customers must comply with ServiceNow's AI Acceptable Use Policy, which governs responsible and ethical use of AI capabilities. Use generative AI skills in your conversational experiences. ServiceNow Otto for Virtual Agent uses large language models (LLMs) to create a natural-language conversational experience that can improve the success of your self-service workflows. ## Get started {#now-assist-in-va-landing__section_kgc_mpv_jzb} For an introduction to building a Virtual Agent with ServiceNow Otto, watch this video. |-|-|-| | [ExploreLearn about the generative AI skills available in ServiceNow Otto for Virtual Agent.](https://www.servicenow.com/docs/HWExjP~BrsBjTNuLE34JmQ "ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI skills to improve deflection rates and reduce the amount of time-consuming work that Natural Language Understanding (NLU) topic discovery requires.") | [ConfigureActivate ServiceNow Otto for Virtual Agent and configure generative AI skills.](https://www.servicenow.com/docs/0bKmXfQyHQhSU1~pEwib6w "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants.") | [UseLearn about the requester conversational experience.](https://www.servicenow.com/docs/4X39_SlPrUYS08ifKiHsfQ "ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.") | | AnalyzeMonitor the performance of ServiceNow Otto for Virtual Agent. | [ReferenceGet details about user input and bot responses supported by ServiceNow Otto for Virtual Agent.](https://www.servicenow.com/docs/sQ4B7KcCB7THKT6uRcEIBQ "Virtual Agent topic developers can create topics for use in the ServiceNow Otto panel channel. The following Virtual Agent Designer controls are currently supported.") | | [ ] {#now-assist-in-va-landing__table_lgc_mpv_jzb} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-in-va-landing__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-in-va-landing__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-in-va-landing__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-in-va-landing__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-in-va-landing__section_qgc_mpv_jzb} * [Virtual Agent community forum](https://www.servicenow.com/community/virtual-agent-nlu/ct-p/virtual-agent-natural-language) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-in-va-landing__ul_rgc_mpv_jzb} ## AI limitations This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-in-va-landing__p_kv2_nfg_h1c} ## Data processing This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-in-va-landing__p_lv2_nfg_h1c} ## Data collection ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-in-va-landing__p_ov2_nfg_h1c} For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-in-va-landing__p_pv2_nfg_h1c}