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.

Note:

Next Experience must be enabled to use the ServiceNow Otto panel standard chat. For more information, see Considerations for activating Next Experience.

Agents can use the ServiceNow Otto panel standard chat to interact with and get assistance from generative AI. On the ServiceNow Otto panel standard chat, you can increase your productivity and efficiency by using the generative AI experience to summarize a chat, case, incident, or generate resolution notes.

Conversational aspects of the panel, such as skill detection, are powered by Now LLM Service.

Note:

ServiceNow Otto skills must be enabled to appear on the ServiceNow Otto panel standard chat. For more information, see ServiceNow Otto skills.

Let's get started by selecting the ServiceNow Otto icon to display the ServiceNow Otto panel standard chat.

If a number in a square appears, it indicates how many messages you missed when the ServiceNow Otto panel standard chat was closed.

Figure 1. ServiceNow Otto panel standard chat

The ServiceNow Otto panel standard chat includes:

Item number	Description
1 - Enter modal button	Expands the chat into a 90% screen-size window.
2 -	Positions, or pins, the ServiceNow Otto panel standard chat to the screen.
3 - Display chats button	Displays the Chats window.
4 - Option buttons	Displays the available options.
5 - Copy message button	Copies the ServiceNow Otto panel standard chat message.
6 - Reply to ServiceNow Otto panel... field	Enter actions.
Voice Input	If Voice Input is activated, select the microphone icon or the keyboard shortcut to use your voice to interact with the ServiceNow Otto panel standard chat. After you speak, there’s a pause while the system transcribes the text and then displays it on the screen. See Enable voice input for information on enabling Voice Input. See Next Experience keyboard shortcuts for the ServiceNow Otto menu (Voice Input mode) shortcuts for Microsoft and macOS.
8 - Active chats	All active chats display in the Active chats section. in the Active chats section of the ServiceNow Otto panel standard chat. You can create additional chats by selecting the + icon in the heading.
9 - Updates	Displays important updates and reminders.
10 - Closed chats	Displays all closed chats. If you select one of the closed chats, you can see that chat's history.

ServiceNow Otto panel standard chat is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel standard chat in a workspace and on Core UI screens under Next Experience.

Table 1. ServiceNow Otto panel standard chat

Next Experience	Core UI

Navigating from the ServiceNow Otto panel standard chat

Navigate from the ServiceNow Otto panel standard 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," the ServiceNow Otto panel standard chat 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 standard chat, select Chat Summarization or enter summarize chat in the Ask ServiceNow Otto to field.

Note:

You can also generate a chat summarization by using the /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.

You can generate a case or incident summarization from the ServiceNow Otto panel standard chat for ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:

• 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 to field.

Conversation Help

Get specific and accurate answers to your queries by using the Get Help skill option on the ServiceNow Otto panel standard chat. This skill is available to everyone entitled to ServiceNow Otto capabilities.

For more information about the ServiceNow Otto Conversational Help skill which represents as Get Help on the ServiceNow Otto panel standard 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 standard chat, 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 standard chat, ServiceNow Otto gathers information from multiple sources. These sources may include 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.