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Combined Virtual Agent release notes for upgrades from Yokohama to Australia

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Combined Virtual Agent release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Virtual Agent from Yokohama to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Virtual Agent release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Australia.

Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says “No updates for this release.”

Important information for upgrading Virtual Agent to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## New features

Between your current release family and Australia, new features were introduced for Virtual Agent.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library (previously Virtual Agent Designer), and Analytics.

Manage the settings for an asset directly from the Asset library page.

Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer.

The Now Assist Panel - Platform (default) assistant is now available in Virtual Agent Designer.

Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see Managing AI agents and Using AI agents in Virtual Agent topics.

Slide the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation.

  • Virtual Agent server

    • In chatHandshake, set dynamic_step_loader_enabled to true to send stacked Agentic AI messages to server. Set dynamic_step_loader_enabled to false to avoid sending messages.

    • Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini LLMs. For more information on surveys, see Chat surveys.

    • In chatHandshake, set dynamic_step_loader_enabled to true to send stacked Agentic AI messages to server. Set dynamic_step_loader_enabled to false to avoid sending messages.

    • Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini LLMs. For more information on surveys, see Chat surveys.

  • AI Connector Utility

Link custom skills to generative AI to add their functionality to LLM conversations.

View AI agents and agentic workflows created in AI Agent Studio in Virtual Agent Designer.

For bot text responses, use the Shorten responses toggle in Virtual Agent Designer to turn on the Show more option in the chat on the user side.

Select the application scope for topics in Virtual Agent Designer.

Generate synthesized responses in Slack conversations with Now Assist.

Generate synthesized responses in Microsoft Teams conversations with Now Assist.

View skills created in AI Skill Kit in Virtual Agent Designer.

Create chat surveys compatible with LLM-enabled user inputs, aside from the Carousel user input.

</td></tr><tr><td>

Zurich

</td><td>

Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth.

Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library (previously Virtual Agent Designer), and Analytics.

Manage the settings for an asset directly from the Asset library page.

Integrate Google Workspace chat with the ServiceNow® conversational interface features, including Virtual Agent, Natural Language Understanding (NLU), Notifications, and live agents.

Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see Managing AI agents and AI agents in Virtual Agent topics.

  • Virtual Agent server

    • In chatHandshake, set dynamic_step_loader_enabled to true to send stacked agentic AI messages to the server. Set dynamic_step_loader_enabled to false to avoid sending messages.

    • Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini large language models (LLMs). For more information on surveys, see Chat surveys.

  • Create a Virtual Agent asset

Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer.

The Now Assist Panel - Platform (default) assistant is now available in Virtual Agent Designer.

Custom Engine Agent (CEA) is replacing the legacy Microsoft bot framework, allowing Microsoft Copilot to discover Virtual Agent, Now Assist, and use multi-turn conversations.

</td></tr><tr><td>

Australia

</td><td>

In premium chat, select the Cancel button on the banner while a live agent request is in process to cancel the request. After the request is canceled or the live agent connects to the chat, the banner disappears from chat.

Turn voice dictation on or off for an assistant on the Voice experience page. For ServiceNow Otto for Virtual Agent assistants, voice dictation is only available for premium chat. For ServiceNow Otto panel – Platform assistant, voice dictation is available for all chat experiences.

Note: Voice dictation was previously known as voice input, which was enabled from within Enable additional chat features.

For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn’t available.

When you speak in the default language selected in your profile, even if this language is non-English, your speech is transcribed into text in that same language.

Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth.

Embed the chat widget for enhanced chat on third-party websites.

Select View all topics on the chat’s greeting screen to show all promoted topics in premium chat.

For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn’t available.

Routing messages and section headers indicate when the live agent has entered and left the chat in premium chat conversations.

Premium chat prefills messages with legacy messages that were previously configured in your standard or enhanced chat experiences.By default, portals and mobile apps that have enhanced chat with a dynamic, movable, and resizable window use the assistant search profile for both portal/mobile search and the assistant search. Admins can now turn off this behavior and continue to use the portal/mobile search profile independently.The Include AI Responses column shows whether the search source is included in the synthesized response. Within Assistant Designer, the setting is read-only. However, it can be modified in AI Search Admin console.

Mobile custom apps support configuration of enhanced chat and premium chat display options, with availability dependent on the widget’s current configuration.

If you configured legacy messages and legacy fallbacks, your premium messages and premium fallbacks are prefilled with what you had in your legacy messages and legacy fallbacks. In this release, closing topics, closing messages, and survey topic are now prefilled.Closing topic, closing message, and survey topic are available for standard, enhanced, and premium chat for Now Assist in Virtual Agent.

When editing an assistant with premium chat, create, edit, or delete prompts from the prompt library. Prompts help users ask better questions and get more accurate answers. Use the prompt library to manage prompts that users see in premium chat. Create your own prompts or use the default prompts.

Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations.

When in premium chat conversations, you can upload a document and view it in the interactive view.

For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They’ll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel – Platform assistant.

  • Select a display experience

    • If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re doing.

    • An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.

    • When editing the display experience of an existing portal or mobile widget, chat experience options depend on the existing configuration.

    • For channels, select channels from the Add channels drop-down list that integrate with the assistant.

    • For Microsoft Teams, edit the channel to toggle between standard and premium chat.

  • Display assistant on Platform or ServiceNow Studio

An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.

Customize an assistant’s tone, response length, and persona in the Personalization section when branding your assistant. By default, personalization is hidden.To enable personalization, set the appropriate values in the sn_nowassist_va.assistant_personalization system property. For more information, see ServiceNow Otto for Virtual Agent system properties.

For Now Assist in Virtual Agent assistants, voice input is available for premium chat.For Now Assist panel – Platform assistant, voice input is available for standard, enhanced, and premium chat.

For premium chat, you can select a topic for fallback options.For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks.

View All assets to see the assets that are assigned to an assistant.There is no limit to the number of assets that can be promoted.If an active asset is promoted, and later is set to inactive, the asset is not shown in the Discoverable, Visible, and Promoted lists.

Use the sn_nowassist_va.assistant_personalization system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length, and persona.

Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable.

If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can’t be deleted.

The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re doing.

For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience.

Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.

Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment.

Use the Test Assistant button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer’s Assistants tab.

Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity.

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

-   Foundation: AI basics to deliver insights
-   Advanced: AI to boost productivity across relevant use cases
-   Prime: Act autonomously with all AI assets, and create your own

Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

The Now Assist Panel - Platform (default) assistant now has the premium chat experience configured by default.

In premium chat conversations, switch between multiple interactive views through the drop-down selector including Knowledge Base articles, catalog forms, org charts, and AI agent widgets.

Admins can assign configured Model Context Protocol (MCP) servers to assistants. Role-based access can be configured for each assigned MCP server to control which users can access MCP-provided capabilities through the assistant.

Enable estimated wait time for the next live agent. When enabled, users see the estimated wait time for the live agent in the chat menu item.

Premium chat now supports uploading documents directly into a conversation.

The MCP servers section shows which users can access Model Context Protocol (MCP)-provided capabilities through the assistant.

Personalization is now shown by default.

</td></tr></tbody> </table>## Changes

Between your current release family and Australia, some changes were made to existing Virtual Agent features.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

  • Changes to Virtual Agent Designer list view

    • Tabs have replaced pills in the Virtual Agent Designer list view.

    • Hover over the tooltip icon ([Omitted image "image.i-tooltip"] Alt text:) to see information about the assistant you have selected from the drop-down menu.

    • Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills.

    • When a promoted asset has a conditional property that determines the context in which appears for an assistant, it's marked as Condition applied under Show more.

    • Tabs have replaced pills in the Virtual Agent Designer list view.

    • Hover over the tooltip icon ([Omitted image "image.i-tooltip"] Alt text:) to see information about the assistant you have selected from the drop-down menu.

    • Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills.

    • When a promoted asset has a conditional property that determines the context in which appears for an assistant, it's marked as Condition applied under Show more.

  • Test assistant options

The Test button in the Virtual Agent Designer canvas directly opens up the chat widget.

  • UI chat updates

    • The New messages below button in Virtual Agent was replaced with a simplified down-arrow indicator.

    • The New messages above button was deprecated because Virtual Agent now auto-scrolls to the top of the oldest new message.

    • Input text bar was updated to a more modern look and feel.

    • The start a new conversation icon was updated.

    • The New messages below button in Virtual Agent was replaced with a simplified down-arrow indicator.

    • The New messages above button was deprecated because Virtual Agent now auto-scrolls to the top of the oldest new message.

    • Input text bar was updated to a more modern look and feel.

    • The start a new conversation icon was updated.

  • Dynamic Translation calls

For Now Assist, if native translation is enabled, a Dynamic Translation call is only made if an unsupported language for native translation is used.

Use the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation.

  • Topic Properties tab

  • Topic Flow tab

    • View an updated Unpublished changes message on the header bar.

    • Hover over the Unpublished changes message to get info on which changes are not yet published.

    • Recover unsaved changes using the Recover changes button that appears on the header bar if you close a topic without saving.

    • Both message and button appear on the header bar if you add a node to the canvas before closing without saving.

  • Testing LLM topics

View a Matching badge next to the skill activated during testing.

Use an updated Virtual Agent Designer list-based home page that includes custom skills.

</td></tr><tr><td>

Zurich

</td><td>

ServiceNow Otto introduced AI on the platform. As that experience has evolved, there’s a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

  • Assistant Designer Asset library

    • Tabs have replaced pills in the Virtual Agent Designer list view.

    • Hover over the tooltip icon ([Omitted image “image.i-tooltip”] Alt text:) to see information about the assistant you have selected from the drop-down menu.

    • Use the new AI agents and Agentic workflows tabs to select from the types of topics on the home page, along with Topics, Subflows, Actions, and Custom skills.

  • Virtual Agent Designer Table bot response control

Slide the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation.

The Test button in the Virtual Agent Designer canvas directly opens up the chat widget.

Use the new Show links for each record toggle switch to activate links for each record in the output in your Virtual Agent conversation.

</td></tr><tr><td>

Australia

</td><td>

The Prioritize AI agents during skills discovery option is available when configuring additional chat features. Because all assistants now use agentic orchestration by default, AI agent skills are available during skills discovery. Turning on this option gives AI agents priority over other assets (such as knowledge bases and Q&A modules) when the assistant discovers skills. If your assistant has overlapping skills, for example, a knowledge base article and an AI agent that both answer the same question, this setting lets you decide which one is prioritized, so you can steer users toward the AI agent experience instead of a static article.

The sn_nowassist_va.assistant_personalization system property is removed from the admin experience. This property previously let admins show or hide chat personalization options (agent persona, tone, and response length) when branding an assistant. By default, all settings are shown.

View an updated Otto processing animation.

Role-based configuration is no longer stored or managed within Assistant Designer.

Upload up to 10 files or 50 MB for the following file types: PDF native, PDF OCR, Word, PPTX, Excel, CSV, TXT, JPEG, PNG for premium chat in ServiceNow Otto for Virtual Agent and Otto panel.

The org chart’s user interface was updated for premium chat in ServiceNow Otto for Virtual Agent and ServiceNow Otto panel.

In Assistant Designer > Assistants > Branding, the standard chat and enhanced chat sections are condensed into one section.

ServiceNow Otto introduced AI on the platform. As that experience has evolved, there’s a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

The tooltip for the Discoverable and Visible options now explains that Setup topics can’t be discoverable or visible, as they aren’t editable by users. The Live Agent topic is excepted.

</td></tr></tbody> </table>## Removed

Between your current release family and Australia, some Virtual Agent features or functionality were removed.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## Deprecations

Between your current release family and Australia, some Virtual Agent features or functionality were deprecated.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

Support for Now Assist in Conversational IVR was removed.

</td></tr><tr><td>

Zurich

</td><td>

  • Starting with the Zurich release, Sensitive Data Handler and Sensitive Data Masking capability are being prepared for future deprecation. They will be hidden and no longer available for installation but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

Install the Data Privacy application as a replacement. For more information, see Data Privacy.

  • Starting with the Zurich release, Microsoft LUIS is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.

</td></tr><tr><td>

Australia

</td><td>

  • Agentic support page

The Agentic support page has been deprecated for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel - Platform. There is no loss of functionality previously provided by the Agentic support page. By default, all existing assistants operate in agentic mode. The Prioritize AI agents during skills discovery option is available when configuring additional chat features.

  • Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. We're committed to bringing you the latest industry advancements while maintaining sovereignty-focused options, all hosted and governed by ServiceNow with the infrastructure and data protections you rely on today. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the KB3066214: ServiceNow Otto Model Upgrades article in the Now Support Knowledge Base.

  • -

</td></tr></tbody> </table>## Activation information

Review information on how to activate Virtual Agent.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

  • Activation information

Virtual Agent is a ServiceNow AI Platform feature that is available with activation of the Glide Virtual Agent plugin (com.glide.cs.chatbot), which requires a separate subscription. For details, see Activate Virtual Agent.

Note: The Glide Virtual Agent plugin initially installs the Topic Recommendations and Conversational Analytics applications. Subsequent updates to these apps must be installed from the ServiceNow Store.

ServiceNow® Virtual Agent Lite is a subset of the Virtual Agent platform that is available to ServiceNow® IT Service Management (ITSM) customers. It doesn’t require activation and works with ITSM Virtual Agent Lite conversations, which are also available to ITSM customers.

</td></tr><tr><td>

Zurich

</td><td>

  • Activation information

Virtual Agent is a ServiceNow AI Platform feature that is active by default.

</td></tr><tr><td>

Australia

</td><td>

  • Activation information

Virtual Agent is a ServiceNow AI Platform feature that is active by default.

</td></tr></tbody> </table>## Additional requirements

If any additional requirements were introduced or changed for Virtual Agent we have noted them here.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## Browser requirements

If any specific browser requirements were introduced or changed for Virtual Agent we have noted them here.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

  • Browser requirements

Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. For more information, see Browser support.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## Accessibility information

Review details on accessibility information for Virtual Agent, such as specific requirements or compliance levels.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

  • Accessibility information

    • Dark theme

The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## Localization information

If there are specific localization considerations for Virtual Agent we have noted them here.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

  • Localization information

The ServiceNow® Localization Framework is integrated in Virtual Agent.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody> </table>## Highlight information

If there are specific highlight considerations for Virtual Agent we have noted them here.

<table class=“custom-rows”><thead><tr><th class=“filter”>

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

Yokohama Patch 7

  • Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience.

Yokohama Patch 6

  • Start the create flow for all supported conversational assets directly from Virtual Agent Designer.

  • Enhance the user experience with Slack response message streaming capability.

Yokohama Patch 3

  • View people information in the synthesized response along with people citation when you search a person in Microsoft Teams chat.

  • AI agent support for Virtual Agent.

  • View AI agents and agentic workflows in Virtual Agent Designer.

  • Select AI agents to handle tasks in the AI Connector utility. See AI Connector utility, Managing AI agents, and Using AI agents in Virtual Agent topics for more information.

Yokohama Patch 1

  • Enhance the user experience with Microsoft Teams response message streaming capability.

Yokohama Early Availability

  • Enhance the overall voice-based chat experience in Conversational IVR with Now Assist.

  • Generate synthesized responses in Slack conversations with Now Assist.

  • Generate synthesized responses in Microsoft Teams conversations with Now Assist.

  • View custom skills in Virtual Agent Designer.

See Virtual Agent for more information.

</td></tr><tr><td>

Zurich

</td><td>

Zurich Patch 13

  • Use automated evaluations to test your conversational assistant.

Zurich Patch 12

  • ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Zurich Patch 4

  • Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience.

  • Assistant Designer Asset library:

    • View an updated UI for Virtual Agent Designer topics in the new Assistant Designer Asset library page.

    • Navigate between Assistants, Asset library, and Analytics tabs in the Assistant Designer UI.

    • Disconnect an LLM Assistant from a given asset with the Actions on Row icon [Omitted image “image.kebab-menu”] Alt text:in the Asset library.

    • See descriptions of each LLM asset type when selecting Create asset in the Asset library.

    • Read a tooltip that appears when you edit an LLM assistant under the Assistans tab and try to promote more than 6 topics associated with an LLM assistant.

Zurich Patch 1

  • Google Workspace chat now works with the ServiceNow® conversational interface features, including Virtual Agent, Natural Language Understanding (NLU), Notifications, and live agents.

  • Start the create flow for all supported conversational assets directly from Virtual Agent Designer.

See Virtual Agent for more information.

</td></tr><tr><td>

Australia

</td><td>

Australia Patch 7

  • Use automated evaluations to test your conversational assistant.

Australia Patch 6

  • Embed the enhanced chat widget on third-party websites.

Australia Patch 5

  • ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

Australia Patch 4

  • Prompts help users ask better questions and get more accurate answers. Admins can turn prompt library on or off and further configure the default recommended prompts for users.

See Virtual Agent for more information.

</td></tr></tbody> </table>Parent Topic:Products combined by family

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