---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure in Virtual Agent

# Configure Otto for Virtual Agent in ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.

## Before you begin

Role required: sn_nowassist_admin.nsa_admin  
Detect and mask sensitive data using the Sensitive Data Handler so it is not viewed by the agent or requester. For more information, see:

* [Sensitive Data Handler](https://www.servicenow.com/docs/access?context=ac-sensitive-data-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
* [Configuring Sensitive Data Handler](https://www.servicenow.com/docs/access?context=ac-configure-sensitive-data-handling&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
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## About this task

The generative AI capabilities can provide a human-like catalog request experience over the Virtual Agent conversational interface. By using the generative AI capabilities with Virtual Agent, your organization can provide a conversational experience for request submissions.

Drive productivity by providing a virtual agent on familiar channels, such as Slack, Microsoft Teams, and Microsoft Copilot.  
When you configure generative AI for catalog item request submissions, your requesters get the following experience:

* Contextual question prompts that enable a more human-like conversation that is based on answers to previous questions.
* Slot filling that recognizes the answers to one or more questions on the requester's input.
* Ability to answer catalog item questions.
* Ability to exit the request submission process at any point.
{#config-genai-va-itsm__ul_xpy_4xx_2bc}  
Although the following catalog item question types are supported in the conversation mode, natural language responses aren't supported for them:

* Reference
* Lookup select box
* Lookup multiple choice
* Requested For
* Attachment
* Multiple choice question with more than 10 choices
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## AI features supported in ServiceNow Otto for ITSM
Virtual Agent {#config-genai-va-itsm__section_z4x_1lk_x2c}

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| Feature | Topic Reference |
|-|-|
| Upload file formats such as text, PDF, Word (.doc, .docx) and image files such as JPEG and PNG. | [Upload documents in a chat](https://www.servicenow.com/docs/access?context=upload-documents-na-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Combine AI Search with generative AI chat skills to speed up issue resolution and reduce deflection to a live agent using ServiceNow Otto for ITSM in Virtual Agent. | [Enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) |
| Use the structured and unstructured data from ServiceNow records, knowledge bases, and external sources to enhance the performance of AI in Virtual Agent, AI agents, and generative AI skills using Knowledge Graph. | [Knowledge Graph](https://www.servicenow.com/docs/access?context=knowledge-graph-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) |
| Define crawl settings for external content connectors to crawl source systems and send it to AI Search for indexing. | [Configuring External Content Connectors](https://www.servicenow.com/docs/access?context=configuring-ext-cont-connectors&version=australia&pubname=australia-platform-administration&ft:locale=en-US) |
| Monitor your device's performance and diagnose potential issues. | [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/mEmayenkEjGQUz~OIo2Cng "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.") |
[ ]

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## Procedure

1. Turn on the required Virtual Agent skills: ServiceNow Otto Multi-Turn Catalog Ordering, ServiceNow Otto Q\&A Genius Results, or ServiceNow Otto Topics.
2. Set up Otto for Virtual Agent.  
   For more information on how to turn on the skills and set up generative AI for Virtual Agent, see [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).  
   Note:  
   * Configure the required conditions for the Virtual Agent skills.
   * ITSM Virtual Agent is now replaced with the generative AI Virtual Agent.
   {#config-genai-va-itsm__ul_og1_wsw_2bc}