--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Summarize a Virtual Agent interaction # Summarize a chat conversation using ServiceNow Otto for HR Service Delivery (HRSD) {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation. ## Before you begin [Configure ServiceNow Otto for HR Service Delivery (HRSD)](https://servicenow-prod.fluidtopics.net/SG~vXzoZTU9VFeKv6CZglA "If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.") Role required: sn_hr_core.case_writer ## About this task In a Virtual Agent conversation, when a requester chooses to connect to a live agent, a chat interaction appears in the inbox of an agent. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation. Note: The chat summarization admin configuration for ITSM and HR are similar. If at least one of them is enabled, you can generate a chat summary from both workspaces. Important: This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of AI skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Procedure 1. Navigate to Agent Workspace for HRSD. 2. In Workspace, open the inbox. 3. Accept the chat interaction. In the Active Chat window, a summary of the Virtual Agent conversation is generated. The summary includes the actions that were taken before the requester engaged with the live agent. 4. Chat with the requester to get any additional details. 5. In the Active Chat window, use the `/summarize` quick action to summarize the chat during the conversation with the requester. 6. End the chat conversation by selecting End Chat. The chat summarization updates the Short description and Chat Summary fields when you end the chat. 7. **Optional:** Review the text in the Short description or Chat Summary fields and make the necessary changes. Because the information in these fields is automatically generated, it's a good idea to review the text and make sure that it's accurate. 8. Select Save. 9. **Optional:** If you think that you need further help after the initial troubleshooting before or after ending the chat, create a case from the interaction by selecting Create HR case. 10. **Optional:** When you create a case before or after ending the chat, the Short Description and Description fields of the case are updated with the interaction summary. Note: Generative AI doesn't override an existing short description that is in the HR case template. {#now-assist-hrsd-chat__steps_ezy_r2n_vyb} **Related concepts** * [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://servicenow-prod.fluidtopics.net/hBCsGdVQHouc38LVwPj_fQ "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.") **Related tasks** * [Summarize a Sidebar discussion by using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/hyt22uSUJttLovcrnD5QXg "Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.") * [Generate a chat reply recommendation by using ServiceNow Otto for HRSD](https://servicenow-prod.fluidtopics.net/53Bh0Mzh2PTcR3ttQGP69Q "Generate a reply based on the context of the chat conversation using ServiceNow Otto icon. 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