Synthesized response in Slack conversations

Synthesized responses in Slack conversations are results that are summarized as a single response, allowing users to see information in a conversational way.

With synthesized responses, the response contains the most relevant items and information, such as:

• Returning multiple Genius Results and topics in carousel format.

• Providing unified search across topics and catalog items.

• Providing a Knowledge Base Q&A pipeline that enables multiple snippets from multiple Knowledge Base articles to be passed to the LLM as the context for answer generation.

The overall synthesized response helps users experience a conversational flow that understands query intent, searches across records of various types, and summarizes results in a unified, easy-to-consume response.

When you ask a question in Slack with ServiceNow Otto enabled, you receive a summary of the response with catalog items and topics, followed by the citation links. For example, if you enter laptop in your conversations, you see the responses in a synthesized format.

[Omitted image “na-slck-synthesized-rspns.png”] Alt text: Slack synthesized response in a ServiceNow Otto conversation.

When you select the View other options button, you get the list of available Knowledge Base articles and catalogs, which you can select and then view details.

Streaming synthesized response

Streaming synthesized responses in Slack conversations provides a faster interaction and more engaged user experience with real-time updates while the messages are processed. To learn more about response streaming, see Chat streaming responses and Manage an assistant chat experience.

To enable response streaming in Slack conversations, see Enable ServiceNow Otto for Virtual Agent in Slack. With response streaming enabled in Slack conversations, you can experience the following enhancements:

• Reduced latency in conversations

• Increased engagement

• Ability to handle longer or more complex queries effectively

Example of triggering AI agents through REST API

Example of using the sn_aia REST API endpoints to trigger agents through REST API calls.

{
"jsonrpc": "2.0",
"id": "{{$guid}}",
"method": "message/send",
"params": {
"message": {
"kind": "message",
"role": "user",
"parts": [
{
"kind": "text",
"text": "Help me plan a calculator app"
}
],
"messageId": "{{$guid}}"
}
}
}

Parent Topic:Using ServiceNow Otto for Virtual Agent conversations with Slack