---
sourceDocument: Yokohama Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/source-to-pay-operations
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Finance and Supply Chain
ft:clusterId :
- stpop
bundleId :
- stpop
workflow :
- Employee
---
# Use ServiceNow Otto for Accounts Payable Operations (APO) in a Virtual Agent chat
# Use ServiceNow Otto for Accounts Payable Operations (APO) in a Virtual Agent chat {#ariaid-title1}
* Release version: Yokohama
*
* Updated January 30, 2025
*
*  2 minutes to read
Summarize
 Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
## Summary of Use ServiceNow Otto for Accounts Payable Operations (APO) in a Virtual Agent chat
ServiceNow Otto for Accounts Payable Operations (APO) integrates generative AI capabilities into a Virtual Agent chat, enabling fulfillers to perform self-service tasks through natural language conversations.
This conversational interface simplifies common APO activities such as submitting invoice inquiries, tracking request statuses, and connecting to live agents directly within the Supplier Collaboration Portal.
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## Key Features
* **Predefined Topics:** Ready-to-use chatbot conversations guide fulfillers through tasks like submitting requests, tracking statuses, and live agent connection.
* **Invoice Inquiry Submission:** Fulfillers can initiate invoice inquiries by selecting relevant options or typing instructions directly in the chat, leading to automatic case creation.
* **Request Status Tracking:** Fulfillers can check the status of invoice inquiries by entering invoice or case numbers, receiving real-time updates in the chat.
* **Live Agent Assistance:** If needed, fulfillers can easily escalate their chat to a live agent within the Accounts Payable team for further support.
* **Now Assist in Virtual Agent:** Provides an interactive, friendly AI-powered conversational experience that increases user comfort and engagement.
* **Analytics and Monitoring:** Administrators can use the Now Assist in Virtual Agent Analytics dashboard to monitor conversation effectiveness and self-service deflection rates.
## Practical Use and Benefits
* Enhances efficiency by enabling quick, context-aware invoice inquiry submissions and status checks without navigating multiple screens.
* Improves user experience through natural language conversations powered by generative AI.
* Reduces workload on live support teams by deflecting common queries to automated self-service options.
* Provides administrators with tools to measure and optimize self-service performance.
## Next Steps for Customers
* Access the Supplier Collaboration Portal and start using the Virtual Agent chat to explore available APO topics.
* Leverage predefined topics to handle invoice inquiries, track requests, or connect to live agents efficiently.
* Administrators should utilize the Now Assist analytics dashboard to monitor usage and optimize chatbot effectiveness.
* Refer to configuration guides for customizing ServiceNow Otto for APO to fit organizational needs.
Use the conversational interface of ServiceNow Otto for Accounts Payable Operations (APO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.
As a fulfiller, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can submit a request, track a request status, or connect to a live agent by using contextual
generative AI capabilities.
To start a conversation, navigate to AllSupplier Lifecycle OperationsSupplier Collaboration Portal and select the Virtual Agent chat icon (![Chat icon.]()) as shown in the following example.
Figure 1. Starting screen for the ServiceNow Otto for APO in a Virtual Agent chat
Then, see all your available options by selecting Show all my options as shown in the following example.
Figure 2. All topics in a ServiceNow Otto for APO in a Virtual Agent chat
## Using a predefined topic to submit a request {#now-assist-apo-va__section_rz5_4wh_c2c}
As a fulfiller, you can submit an invoice inquiry by selecting Show all my optionsSubmit a request. You could also directly start entering the instructions.
Then, enter Invoice inquiry in the chat, select an inquiry type, and create an invoice case by selecting Yes, submit as shown in the following example.
Figure 3. Submit a request
## Using a predefined topic to track a request status {#now-assist-apo-va__section_tns_zyh_c2c}
As a fulfiller, you can track an invoice inquiry status by selecting Show all my optionsTrack request status. You could also directly start entering the instructions.
For example, enter Invoice case number or invoice number in the chat to view the status of the request as shown in the following example.
Figure 4. Track a request status
## Using a predefined topic to connect to a live agent {#now-assist-apo-va__section_wkr_lg3_c2c}
As a fulfiller, you can connect to a live agent by selecting Show all my optionsConnect to a live agent.
You can connect to a live agent by selecting Accounts payable team.
## Additional Information {#now-assist-apo-va__section_cfx_z4l_zcc}
Now Assist in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes fulfillers more comfortable with talking to a bot. To learn
how a conversation that is powered by generative AI might look in Virtual Agent, see [Using Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&version=yokohama&pubname=yokohama-conversational-interfaces&ft:locale=en-US).
As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool. To learn more, see . Now Assist in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses. For more information, see .
For detailed information on Now Assist in Virtual Agent in general, and ServiceNow Otto for APO in particular, see [Exploring ServiceNow Otto for Accounts Payable Operations (APO)](https://servicenow-prod.fluidtopics.net/En8KUO6EZpQvNMTuls1P1A "With the ServiceNow Otto for Accounts Payable Operations (APO) application, an account payable (AP) fulfiller can use generative AI to summarize the details of a case.").
For information on configuring ServiceNow Otto for APO, see [Configure ServiceNow Otto for Accounts Payable Operations (APO)](https://servicenow-prod.fluidtopics.net/7Ryucw3tOjSh36wZX98SPg "If you have the admin role, you can configure the ServiceNow Otto for Accounts Payable Operations (APO) application so that an accounts payable (AP) fulfiller can use the generative AI skills in Source-to-Pay Workspace and in Core UI.").
**Related tasks**
* [Summarize a record by using ServiceNow Otto for Accounts Payable Operations (APO)](https://servicenow-prod.fluidtopics.net/F3pgA00X_hplTtFuz~QH6Q "Summarize invoice and inquiry cases to learn about their status, progress, and action items by using the record summarization skill in the ServiceNow Otto for Accounts Payable Operations (APO) application.")
* [Use Invoice inquiry solution generator skill](https://servicenow-prod.fluidtopics.net/ZWSZOWTVu417xp7mpi0fDA "Turn on the Invoice inquiry solution generator skill, which automates the resolution generation for inquiry cases.")
* [Use purchase order line mapping](https://servicenow-prod.fluidtopics.net/cSSIPW5Y5sKq9PD5ZvEnIw "AP fulfiller uses the purchase order line mapping skill to automatically map the invoice lines with the purchase order lines.")
* [Analyze sentiments in invoice cases](https://servicenow-prod.fluidtopics.net/70ZY0Iz2E49S62GBbL0C0w "Use the Sentiment Analysis skill in ServiceNow Otto for Accounts Payable Operations (APO) to analyze requester's response and determine the sentiment associated with an invoice case.")
* [Generate email response for invoice case](https://servicenow-prod.fluidtopics.net/Lu1~LLHa7lRvGaxWKoGK0A "Generate email response for invoice case.")
* [Generate email response for invoice task](https://servicenow-prod.fluidtopics.net/xXm_xsd10XBJAvNunbVJQQ "Generate email response for invoice task.")
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