ServiceNow Otto panel

With the ServiceNow Otto panel, you can get assistance from AI experiences to solve customer issues faster. Use this conversational interface to summarize a chat, case, or incident, get help, or generate resolution notes so that you can get the context of this information more quickly.

You must fulfill the following conditions to use the ServiceNow Otto panel:

• Next Experience must be enabled. For more information, see Considerations for activating Next Experience.
• You must have the now_assist_panel_user role.
• Your role must be applied to at least one active AI skill to use skills in the ServiceNow Otto panel.

There are three versions of ServiceNow Otto panel chats: standard, enhanced, and premium. Select one of the versions to learn more:

• Standard chat - provides conversational support assistance within a standard, static chat window. To activate the ServiceNow Otto panel standard chat, see Activate the ServiceNow Otto panel standard chat.
• Enhanced chat - provides conversational support assistance within a dynamic window that gives a more intuitive and personalized experience. You must activate the ServiceNow Otto panel enhanced chat and configure your ServiceNow Otto instance to use the enhanced chat. See Activate ServiceNow Otto panel enhanced chat for more information.
• Premium chat - provides conversational support assistance within a fully agentic chat experience that enables the assistant to reason across multiple sources and execute complex workflows without leaving the conversation. You must activate the ServiceNow Otto panel premium chat and configure your ServiceNow Otto instance to use the premium chat. See Display your assistant on Platform or ServiceNow Studio for more information.

If you want to use assistants, you must activate them. See Configuring assistants overview for information on activating assistants.

Note:

Voice input is automatically activated when you activate the ServiceNow Otto panel. As of the Zurich Patch 4 release, voice input is configured in the Configure Next Experience accessibility preferences.

For help with installation, see Solving installation and configuration issues with ServiceNow Otto.

• Standard chat
  ServiceNow Otto panel standard 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.
• 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.
• Premium chat
  ServiceNow Otto panel premium 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.