Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams

concept australia Updated Sep 10, 2026 1 min read integrating-now-assist-va-msteams.md

ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding (NLU) topic discovery once required.

ServiceNow Otto for Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate ServiceNow Otto for Virtual Agent with Microsoft Teams, see Configure assistants overview. In step 12 of the procedure to Configure assistants overview, there's the option to choose where to display Virtual Agent. Select Microsoft Teams.

ServiceNow Otto for Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:

Genius Results: Catalog items (conversational and non-conversational) and knowledge base articles (single-turn and multi-turn Q&A).

[Omitted image "NAinVA-teams.png"] Alt text: Genius results for catalog items and knowledge base articles.
Regular search results (multi-link outputs in conversations).

For more information, see Exploring Virtual Agent and Virtual Agent feature support in Microsoft Teams conversations.

Parent Topic:Integrate Virtual Agent with Microsoft Teams

Keywords IntegratingServiceNow OttoVirtual AgentLLMLarge Language ModelNLUNatural Language Understanding

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---
title: Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams
description: ServiceNow Otto for Virtual Agent uses large language models \(LLMs\) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding \(NLU\) topic discovery once required.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/integrating-now-assist-va-msteams.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Integrating, ServiceNow Otto, Virtual Agent, LLM, Large Language Model, NLU, Natural Language Understanding]
breadcrumb: [Integrate VA with Teams, Microsoft Teams, Integrate VA with messaging apps, Conversational Integration apps for Virtual Agent, Conversational Interfaces]
---

# Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams

ServiceNow Otto for Virtual Agent uses large language models \(LLMs\) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding \(NLU\) topic discovery once required.

ServiceNow Otto for Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate ServiceNow Otto for Virtual Agent with Microsoft Teams, see [Configure assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-now-assist-va.md). In step 12 of the procedure to [Configure assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-now-assist-va.md), there's the option to choose where to display Virtual Agent. Select Microsoft Teams.

ServiceNow Otto for Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:

1.  Genius Results: Catalog items \(conversational and non-conversational\) and knowledge base articles \(single-turn and multi-turn Q&amp;A\).

    \[Omitted image "NAinVA-teams.png"\] Alt text: Genius results for catalog items and knowledge base articles.

2.  Regular search results \(multi-link outputs in conversations\).

For more information, see [Exploring Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/exploring-virtual-agent.md) and [Virtual Agent feature support in Microsoft Teams conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-teams-other-features.md).

**Parent Topic:**[Integrate Virtual Agent with Microsoft Teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-integ-msteams.md)