---
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 Supplier Lifecycle Operations (SLO) in a Virtual Agent chat
# Use ServiceNow Otto for Supplier Lifecycle Operations (SLO) in a Virtual Agent chat {#ariaid-title1}
* Release version: Yokohama
*
* Updated January 30, 2025
*
*  5 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 Supplier Lifecycle Operations (SLO) in a Virtual Agent chat
ServiceNow Otto for Supplier Lifecycle Operations (SLO) integrates generative AI capabilities within a Virtual Agent chat to enable supplier contacts to perform self-service tasks efficiently.
By using predefined conversational topics, suppliers can manage their profiles, users, requests, and track request statuses, or connect to live agents through an intuitive and natural language interface.
Access requires thesnsuppliergenai.nowassistsupplierrole assigned to thesnslm.contactuser.
Show full answer Show less
To initiate, navigate to **All \> Supplier Lifecycle Operations \> Supplier Collaboration Portal** and select the Virtual Agent chat icon.
## Key Features
* **Update bank details:** Suppliers can update or submit bank information by providing the organization's associated email and uploading proof of the beneficiary's bank account, creating a supplier case upon submission.
* **Update location details:** Suppliers can add or remove locations by selecting a country and following chat prompts, resulting in a supplier case.
* **Update profile details:** Suppliers can edit various profile fields through guided chat interactions and submit changes as a supplier case.
* **Submit a request:** Suppliers can describe inquiries, select contacts, and create requests directly via chat.
* **Track request status:** Suppliers can check the status of specific cases by entering the request number in the chat.
* **Enroll a new user:** Suppliers can add new users by providing work email addresses and setting primary contact status.
* **Remove a user account:** Suppliers can offboard users by specifying user details, task reassignments, and offboarding reasons.
* **Request access changes:** Secondary contacts can request changes in access level by specifying urgency and reason.
* **Connect to a live agent:** Suppliers can escalate conversations to the Supplier Management Team for live assistance.
## Additional Information
Now Assist in Virtual Agent offers a conversational AI experience that enhances supplier engagement through natural language dialogue, simplifying interactions with the bot. Administrators can monitor the effectiveness of these interactions using the Now Assist in Virtual Agent Analytics dashboard, which tracks conversation deflection rates based on resolution statuses.
For more detailed guidance, customers can refer to documentation on exploring and configuring ServiceNow Otto for Supplier Lifecycle Operations (SLO).
Use the conversational interface of ServiceNow Otto for Supplier Lifecycle Operations (SLO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.
Role required: sn_supplier_gen_ai.now_assist_supplier
Note:
This role must be provided to the sn_slm.contact user.
As a supplier, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can manage a profile, manage users, submit a request, track 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.]()).
Figure 1. Starting screen for the ServiceNow Otto for SLO in a Virtual Agent chat
The following example shows the starting screen for the ServiceNow Otto for SLO in a Virtual Agent chat.
Then, you select Show all my options as shown in the following example.
Figure 2. All topics in the ServiceNow Otto for SLO in a Virtual Agent chat
## Using a predefined topic to update the bank details {#now-assist-slo-va__section_lxt_xhg_c2c}
As a supplier contact, you can update your existing bank details or submit a new one by selecting Show all my optionsUpdate banking details. You could also directly start entering the instructions.
You must enter the email address that is associated with your organization's account to update your bank details. Follow the instructions in the chat to complete the procedure as shown in the following example.
Figure 3. Update the bank details
You must upload proof of the beneficiary's bank account to edit the request.
Select Yes, submit to create a supplier case.
## Using a predefined topic to update the location details {#now-assist-slo-va__section_z2n_1bh_c2c}
As a supplier contact, you can add a new location or remove an existing one by selecting Show all my optionsUpdate location details. You could also directly start entering the instructions.
For example, enter Add new location details in the chat to add a new location. Select a country from the list and follow the prompts in the chat to complete the procedure as shown in the following
example.
Figure 4. Update the location details
Select Yes, submit to create a supplier case.
## Using a predefined topic to update the profile details {#now-assist-slo-va__section_kf2_1dh_c2c}
As a supplier contact, you can update the profile details by selecting Show all my optionsUpdate profile details. You could also directly start entering the instructions.
Select Edit request to update the profile details and enter the profile details that you want to update. Follow the prompts in the chat to complete the procedure.
Select Yes, submit to create a supplier case as shown in the following example.
Figure 5. Supplier case for the profile update
## Using a predefined topic to submit a request {#now-assist-slo-va__section_rz5_4wh_c2c}
As a supplier contact, you can submit a request by selecting Show all my optionsSubmit a request. You could also directly start entering the instructions.
Enter Supplier inquiry in the chat, describe the case, and select a supplier contact from the list to create a request as shown in the following example.
Figure 6. Submit a request
Select Yes, submit to create a supplier case.
## Using a predefined topic to track a request status {#now-assist-slo-va__section_tns_zyh_c2c}
As a supplier contact, you can track a request status by selecting Show all my optionsTrack request status. You could also directly start entering the instructions.
For example, enter I want to know the status of SCASE0001156 in the chat to view the status of the request as shown in the following example.
Figure 7. Track a request status
## Using a predefined topic to enroll a new user {#now-assist-slo-va__section_hg4_gc3_c2c}
As a supplier contact, you can enroll a new user by selecting Show all my optionsEnroll a new user. You could also directly start entering the instructions.
Enter the work email address of the new user and select if you want this new user as the primary contact as shown in the following example.
Figure 8. Enroll a new user
Select Yes, submit to create a supplier case.
## Using a predefined topic to remove a user account {#now-assist-slo-va__section_pty_pd3_c2c}
As a supplier contact, you can remove a user account by selecting Show all my optionsRemove user account. You could also directly start entering the instructions.
Enter the name of the user or the email address of the user account that you want to remove. Enter the email address of the user who will take over the tasks that were delegated to the removed user. You must also provide a reason
for offboarding this user. The following example shows how to remove a user account.
Figure 9. Remove a user account
Select Yes, submit to create a supplier case.
## Using a predefined topic to request an access change {#now-assist-slo-va__section_ycc_gf3_c2c}
As a supplier contact, you can request an access change by selecting Show all my optionsRequest access change. You could also directly start entering the instructions.
Note:
Only a secondary contact can request an access change.
Select the urgency of the access change, such as low, moderate, or high. Enter the reason for requesting the access change from secondary to primary as shown in the following example.
Figure 10. Request an access change
Select Yes, submit to create a supplier case.
## Using a predefined topic to connect to a live agent {#now-assist-slo-va__section_wkr_lg3_c2c}
As a supplier contact, you can connect to a live agent by selecting Show all my optionsConnect to a live agent.
Select Supplier management team to connect to a live agent as shown in the following example.
Figure 11. Connect to a live agent
## Additional Information {#now-assist-slo-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 supplier contacts 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 that is 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 SLO in particular, see [Explore ServiceNow Otto for Supplier Lifecycle Operations (SLO)](https://servicenow-prod.fluidtopics.net/LqUuJnPZ3dKvtGwEF9ilfA "With the ServiceNow Otto for Supplier Lifecycle Operations (SLO) application, supplier managers can summarize the details of supplier-related cases to keep them informed about their progress and action items.").
For information on configuring ServiceNow Otto for SLO, see [Configure ServiceNow Otto for Supplier Lifecycle Operations (SLO)](https://servicenow-prod.fluidtopics.net/WZeVFfGU~C4cpa7exZsBrg "If you have the admin role, you can configure the ServiceNow Otto for Supplier Lifecycle Operations (SLO) application so that your supplier managers can use the generative AI skills in Source-to-Pay Workspace and in Core UI.").
*[\>]: and then