Configure ServiceNow Otto for Virtual Agent for Workplace Service Delivery

Enable your employees to submit a reservation request using a conversational experience based on generative AI.

About this task

Workplace users can use the ServiceNow Otto for Virtual Agent by configuring the ServiceNow Otto for WSD. ServiceNow Otto for Workplace Service Delivery (WSD) can be configured to reserve workplace items, invite visitors, and add extra services. The ServiceNow Otto for Virtual Agent in application provides conversational experiences for Workplace Service Delivery flows.

For more information, see ServiceNow Otto for Virtual Agent.

Before you begin

Make sure that you have installed the following applications from the ServiceNow Store:

• Installing ServiceNow Otto for Workplace Service Delivery (WSD) activates and installs ServiceNow Otto for Platform (sn_genai_platform)

• Workplace Reservation Management

• Workplace Visitor Management

  Workplace Visitor Management is applicable for the Add Visitors to Reservation topic block and is optional.

• Workplace Case Management

  Workplace Case Management is applicable for the Add Catering to Reservation topic blocks, and is optional.

Note: The following topic blocks are published by default.

• Add Catering to Reservation

• Add Zoom to Reservation

• Add Visitor to Reservation

To run the related subflows, the required application must be installed and the feature must be enabled in the reservable module configuration.

Role required: admin

Procedure

1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.

2. From the LLM Assistant list, select ServiceNow Otto for Virtual Agent.

3. Publish the Reserve Space topic.

   For more information about publishing a topic, see Publish a Virtual Agent topic.

   The Reserve Space topic is published and can be used from the Now Virtual Agent.

What to do next

• Create a reservable module to group similar workplace items into a category. For more information, see Configure a reservable module.

  • Enable virtual meeting links for your reservation by configuring a virtual meeting provider. For more information, see Configure virtual meeting providers.

  • Provide extra services, such as catering, for the reservations by creating workplace services and adding them to workplace locations. For more information, see Create a workplace service to provide an extra service for a reservation.

  • Enable virtual meeting links for your reservation by configuring a virtual meeting provider. For more information, see Configure virtual meeting providers.

  • Provide extra services, such as catering, for the reservations by creating workplace services and adding them to workplace locations. For more information, see Create a workplace service to provide an extra service for a reservation.

• Select the portals and channels that the ServiceNow Otto for Virtual Agent is displayed on. For more information, see Configuring assistants overview.

  Note: Selecting the Workplace Service Portal for ServiceNow Otto for Virtual Agent replaces the existing NLU experience.

• Use the ServiceNow Otto for Virtual Agent to reserve a workplace item, add services, and invite visitors.