Enhanced chat
ServiceNow Otto panel enhanced chat brings conversational support to a dynamic window where you can manage multiple active conversations and access superior search capabilities. Leverage generative AI to boost your productivity—summarize chats, cases, or incidents, request help, and generate resolution notes all in one place.
- Next Experience must be enabled to use the ServiceNow Otto panel enhanced chat. For more information, see Considerations for activating Next Experience.
- To access the panel's full capabilities, AI Search must be enabled for your portal. Without it, ServiceNow Otto panel enhanced chat operates with limited functionality - basic conversational interactions, such as predefined topic flows and simple Q&A, remain available. Knowledge article retrieval, AI responses grounded in instance content, and semantic search capabilities require AI Search. For more information, see Enable and configure AI Search in Service Portal.
Agents can use the ServiceNow Otto panel enhanced chat to interact with and get assistance from generative AI. You can move the chat window by selecting the header and dragging the chat window to the desired location. You can resize the chat window by using the window's edges to resize to your desired size or use the toolbar icons.
ServiceNow Otto panel enhanced chat must be activated before you can use it. See Activate ServiceNow Otto panel enhanced chat for more information.
Conversational aspects of the ServiceNow Otto panel enhanced chat, such as skill detection, are powered by Now LLM Service.
Let's get started by selecting the ServiceNow Otto icon 
to display the ServiceNow Otto panel enhanced chat.
| Item number | Description |
|---|---|
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1 - |
Expands the chat into a 90% screen-size window. The 90% screen-size window can’t be resized or moved. Selecting the icon again resizes the chat back into the floating window. |
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2 - |
Positions, or pins, the ServiceNow Otto panel enhanced chat to the screen. |
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3 - Option buttons |
Displays the available options. |
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4 - Reply to ServiceNow Otto... |
Enter actions. |
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5 - ServiceNow Otto message |
Indicates that the answers are generated by AI. |
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6 - Active chats |
All active chats display in the Active chats section of the ServiceNow Otto panel enhanced chat. You can create additional chats by selecting the + icon in the heading. |
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7 - Closed chats |
Displays all closed chats. If you select a closed chat, the chat's history displays. |
The ServiceNow Otto panel enhanced chat subheader consists of these elements:
| Element | Description |
|---|---|
1. Chats ( ) |
All chats appear. Chats are organized with the most recent conversations at the top. Selecting a chat opens the chat in the conversation area. If there are unread chats or notifications, a badge number appears on the Chats icon (
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| 2. [Chat name] |
The name of the conversation. If you select a promoted asset or query, that asset's title appears as the chat name. If instead you enter an utterance into the Reply to ServiceNow Otto field, your initial utterance becomes the chat name. The chat name appears in both the ServiceNow Otto panel enhanced chat subheader and section. |
3. New chat ( ) |
A new conversation begins. You may be prompted with a greeting message along with any promoted conversational assets such as topics, subflows, and/or actions, or suggested queries. |
| 4. Feedback icons panel | You can indicate if the response was helpful by selecting the like thumbs up icon  or if the response wasn't helpful, you can select the dislike thumbs down icon  . You can also copy the response by selecting the copy message icon  . |
ServiceNow Otto panel enhanced chat is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel enhanced chat in a workspace and on Core UI screens under Next Experience.
| Next Experience | Core UI |
Response feedback
). If the response wasn't helpful, select the dislike thumbs down icon (
). When you select the thumbs up or thumbs down icon, you are prompted to provide detailed feedback by selecting one or more reason check boxes. You can also select
Other to add comments or suggestions (up to 300 characters). After making your selection, select Submit to submit your feedback or select X to close the dialog
without submitting feedback. All submitted feedback is captured, stored, and made available through analytic dashboards.
) may appear in the feedback icons panel. This icon appears alongside synthesized responses in Virtual Agent, clarifying questions in Virtual Agent, and regular search results or Virtual Agent fallback topics whenever a synthesized response is unavailable. Selecting the go to search results icon () redirects you to the search results page and begins a search query using the last five chat utterances you entered. Additionally, a copy message icon (
) appears on received Virtual Agent responses.Agentic conversations
When you ask a question to the ServiceNow Otto panel enhanced chat, the agent understands the query and begins a flow. When you submit a message with multiple questions or requests, ServiceNow Otto panel enhanced chat answers the multiple questions consecutively in its response. It can reason, plan, and execute across AI agents, ServiceNow Otto panel enhanced chat topics, conversational actions and subflows, catalogs, Knowledge Base articles, custom skills, and any ServiceNow Otto supported skills to help you. You receive on-screen messages to let you know where the agent is in the agentic processing flow prior to receiving the response. After the processing has completed its
flow, a View AI Steps section header appears, where the processing flow steps can be expanded and viewed. You can stop the agentic processing flow at any time by selecting the End flow icon (
). After an action starts, it can't be stopped. Selecting the End flow icon only stops the proceeding processing
steps.
If your question is unclear or could apply to multiple topics, ServiceNow Otto evaluates your request and may ask for clarification before responding. This helps you receive a focused, relevant answer rather than an overwhelming list of results. If the assistant is confident it understands your intent, it responds immediately without asking for clarification. If no relevant answer is found, the assistant displays a message and suggests an alternative, such as contacting support.
Processing messages are short status updates that appear on-screen while ServiceNow Otto works on your request. They reflect what ServiceNow Otto is actively doing at each step, such as searching for information or analyzing a document, and update as each step completes. Processing messages don’t appear for simple interactions such as greetings, which are handled instantly.
Navigating from the ServiceNow Otto panel enhanced chat
You can navigate from the ServiceNow Otto panel enhanced chat without leaving the current conversation by entering a navigation request in the Ask ServiceNow Otto to... field. If you enter "navigate me to active incidents," ServiceNow Otto displays a button that enables you to view the active incidents.
Chat summarization
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.
To generate a chat summarization from the ServiceNow Otto panel enhanced chat, select Chat Summarization or enter summarize chat in the Ask ServiceNow Otto to field.
/summarize quick action in Agent Chat.Case or incident summarization
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.
- For ServiceNow Otto for CSM, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
- For ServiceNow Otto for HRSD, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
- For ServiceNow Otto for ITSM, select Summarize incident or enter summarize an incident in the Ask ServiceNow Otto to field.
Conversation Help
Get specific and accurate answers to your queries by using the Get Help skill option on the ServiceNow Otto panel enhanced chat. This skill is available to everyone entitled to ServiceNow Otto capabilities.
For more information about the ServiceNow Otto Conversational Help skill that represents as Get Help on the ServiceNow Otto panel enhanced chat, see Conversational Help.
Resolution notes generation
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the ServiceNow Otto panel, select Generate resolutions notes or enter generate resolutions notes in the Ask ServiceNow Otto to field.
Streaming responses
After you enter a question or request on the ServiceNow Otto panel enhanced chat, ServiceNow Otto gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting
for the entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon () appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.