ServiceNow Otto in Virtual Agent in self-service portal

---
title: ServiceNow Otto in Virtual Agent in self-service portal
description: Integrate the ServiceNow Otto in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success of your self-service workflows.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/nava-csp-csm-portals.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using Virtual Agent in service portals, Automate and optimize, Use, Customer Service Management]
---

# ServiceNow Otto in Virtual Agent in self-service portal

Integrate the ServiceNow Otto in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success of your self-service workflows.

## ServiceNow Otto benefits in self service Portals

The key benefits of adopting ServiceNow Otto in Virtual Agent for your portals include:

-   Conversational responses: ServiceNow Otto in Virtual Agent uses large language models \(LLMs\) to deliver natural-language responses, making interactions more human-like and improving user satisfaction.
-   Improved self-service: It helps improve productivity and efficiency by providing faster answers and recommended actions.
-   Enhanced search: Enhances search capabilities by guiding users through more refined, AI-driven searches, helping them locate the information they need with greater accuracy and efficiency. Users can also search for public content in the ServiceNow Otto in Virtual Agent and get the search results. The source of the search results are available as internal or external with the links to it.

## Getting started with ServiceNow Otto in Virtual Agent in Customer and Consumer Service portals

Use the following steps to get started with ServiceNow Otto in Virtual Agent in Customer and Consumer Service portals.

-   To enable ServiceNow Otto in Virtual Agent in your portals, verify that the experience is configured by the virtual\_agent\_admin or admin role. For more information, see [Configure assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).
-   In the **Display experience** tab, select **Customer Service for Customer Service Portal** or **Customer Support for Consumer Service Portal** from the **Portals** tab, then select the Chat widget.
-   In the **Information Sources** tab, control the information available to the assistant. Select **Copy existing configuration** and select the search profile: CSM Portal Default Search Application for CSM, or CSP Portal Default Search Application for CSP.

    **Note:** Each assistant has its own search configuration. If the assistant appears on a portal or mobile app that already has AI search configured, copy that configuration to maintain consistency.


**Related topics**  


[ServiceNow Otto conversational experience in self-service portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/nass-portal.md)

[Using Virtual Agent in Customer and Consumer Service Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/va-csp-csm-portal.md)

[Configure assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md)