Use the ServiceNow Otto for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent chat

  • Release version: Zurich
  • Updated July 30, 2026
  • 3 minutes to read
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    Summary of Use the ServiceNow Otto for Sourcing and Procurement Operations (SPO) skills in a Virtual Agent chat

    ServiceNow Otto for Sourcing and Procurement Operations (SPO) is a conversational chat assistant designed to streamline procurement tasks. It enables users to request products, track orders, and get procurement-related assistance without navigating complex forms or contacting procurement staff directly. Powered by generative AI, Otto interprets natural language requests to facilitate procurement workflows efficiently. However, users should review all procurement information carefully before submission, as AI-generated responses may not always be fully accurate.

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    How to Use ServiceNow Otto for SPO

    • Starting a Conversation: Access Otto by navigating to All > Self-Service > Employee Center and selecting the Virtual Agent chat icon. You can either select suggested topics or type your needs in natural language, such as “I need to buy office supplies” or “Show me how to request a product.”
    • Requesting and Buying Products:
      • If the product is in the catalog, Otto will prompt you for purchase details like quantity, delivery location, date, and reason. After providing this info, it summarizes your request for confirmation before submission.
      • If the product is off-catalog, Otto collects details, checks for available quotes, and either routes you to request the item or provides a form to submit an off-catalog request.
    • Submitting Procurement Questions: Users with the snspendpsd.requester role can submit questions directly to the procurement team through the chat, including attaching relevant documents. Otto creates a procurement case for the team to review and respond.
    • Tracking Orders and Requests: You can track the status of purchase requests by typing commands like “Track my order” or “Show me my requests” in the chat. Otto displays recent procurement records and their statuses with detailed views available.

    Practical Benefits for ServiceNow Customers

    • Improved Procurement Efficiency: Otto simplifies procurement interactions by enabling natural language requests, reducing the need for manual form completion or direct staff contact.
    • Self-Service Transparency: Users can track orders and requests anytime, providing real-time visibility into procurement status.
    • AI-Driven Assistance: Generative AI allows flexible phrasing and conversational interaction, enhancing user experience and accessibility.
    • Role-Based Security: Only authorized users with the proper role can submit questions to the procurement team, maintaining security and governance.

    Additional Resources for Administrators

    • Administrators can monitor Otto’s performance and conversation deflection through the ServiceNow Otto for Virtual Agent Analytics dashboard.
    • Configuration and detailed exploration guides are available to tailor Otto for SPO to organizational needs.

    ServiceNow Otto is a chat assistant that helps you complete procurement tasks through conversation. Instead of navigating forms or contacting procurement staff, you can use ServiceNow Otto for Sourcing and Procurement Operations (SPO) to request products, track orders, and get help with procurement questions.

    Note:
    ServiceNow Otto for SPO uses generative AI to interpret your requests and generate responses. Results may not always be accurate. Review any procurement information before submitting a request.

    Start a conversation with ServiceNow Otto for SPO

    1. Navigate to All > Self-Service > Employee Center.
    2. Select the Virtual Agent chat icon ().
    3. In the chat, select a suggested topic or type what you need.
    ServiceNow Otto Virtual Agent.

    ServiceNow Otto for SPO interprets conversational input, so you can phrase requests different ways. For example:

    • I need to buy office supplies
    • I want to order a desk lamp
    • Show me how to request a product

    For more information, see Using ServiceNow® Otto for Virtual Agent.

    Request and buy a product

    You can make a purchase through the guided conversation in ServiceNow Otto for SPO.

    1. Select the Virtual Agent chat icon ().
    2. In the chat, type a message such as I want to buy a product or Show me how to request something.
    3. ServiceNow Otto for SPO displays matching options in a card carousel.
    4. Select the option that matches what you need.

    If the product is in your catalog:

    1. ServiceNow Otto for SPO prompts you for purchase details, including quantity, delivery location, delivery date, and reason.
    2. Answer each question in the chat.
    3. After you answer all questions, ServiceNow Otto for SPO displays a summary of your request.
    4. Select Submit to complete the purchase request.

    You can then track this request from Shopping Hub, Employee Center, or the Platform home page.

    To learn more about quick checkout and sourcing checkout processes, see Order a product with quick checkout and Complete sourcing checkout.

    If the product is not in your catalog:

    1. ServiceNow Otto for SPO gathers information about what you need.
    2. ServiceNow Otto for SPO checks whether the product has a quote available.
    3. If a quote is found, ServiceNow Otto for SPO routes you to request the item.
    4. If no quote is found, ServiceNow Otto for SPO provides a form to submit an off-catalog request.

    For more information on off-catalog intake forms, see Requesting for products or services that you don't see on ShoppingHub.

    Ask the procurement team a question

    If you need help with a product or have a question, you can submit it directly to your procurement team through the chat.

    Note:
    You need the sn_spend_psd.requester role to submit questions to the procurement team. Check with your administrator if you are not sure whether you have this role.

    To submit a question:

    1. In the chat, describe what you need or type your question.
    2. Attach documents if relevant.
    3. Select Submit.

    ServiceNow Otto for SPO creates a procurement case with your question and attachments. Your procurement team reviews and responds.

    Track your orders and requests

    Check the status of your purchases at any time through ServiceNow Otto for SPO.

    1. Select the Virtual Agent chat icon ().
    2. In the chat, type a message such as Track my order or Show me my requests.
    3. ServiceNow Otto for SPO prompts you to select what you want to track:
      • Check status of procurement request
      • Procurement request tracking AI agent
    4. ServiceNow Otto for SPO displays your recent records with status. Select any record to see more details.

    Related resources

    To learn how a conversation powered by generative AI works in Virtual Agent, see Using ServiceNow® Otto for Virtual Agent.

    As an administrator, you can use the ServiceNow Otto for Virtual Agent Analytics dashboard to monitor the performance of ServiceNow Otto for Virtual Agent as a self-service deflection tool. To learn more, see Using AI Analytics. The dashboard calculates the conversation deflection rate based on the resolution status associated with ServiceNow Otto query responses.

    For detailed information on ServiceNow Otto for SPO, see Explore ServiceNow Otto for Sourcing and Procurement Operations (SPO).

    For information on configuring ServiceNow Otto for SPO, see Configure ServiceNow Otto for Sourcing and Procurement Operations (SPO).