TuneUp Your ServiceNow Otto for Virtual Agent

---
title: TuneUp Your ServiceNow Otto for Virtual Agent
description: This Accelerator provides prescriptive guidance on fine-tuning your ServiceNow Otto for Virtual Agent
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/accelerator-and-initiative-list/tuneup-now-assist-virtual-agent.html
release: australia
product: Accelerator and Initiative List
classification: accelerator-and-initiative-list
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [Now Assist, Virtual Agent, TuneUp, AI Search, Conversational AI]
breadcrumb: [Technical Accelerators, Accelerator catalog, Accelerators and Initiatives, Using Impact, Impact]
---

# TuneUp Your ServiceNow Otto for Virtual Agent

This Accelerator provides prescriptive guidance on fine-tuning your *ServiceNow Otto for Virtual Agent*

## Accelerator Overview

TuneUp Your *ServiceNow Otto for Virtual Agent* provides Impact customers with an applied demonstration of advanced *ServiceNow Otto* capabilities and features for Virtual Agent \(VA\). Participants gain insights into how their *Now Assist for Virtual Agent.* is currently being used, along with strategies to improve experience, efficiency, and response quality.

This offering also includes key resources and leading practice guidance on:

-   analyzing usage data
-   identifying optimization opportunities
-   implementing improvements to drive better outcomes and maximize the value of their *ServiceNow Otto for Virtual Agent* investment.

## Package Availability

**Note:** This Accelerator is available for Impact Guided, Guided+ \(SV or PG\), Advanced, and Total packages.

## Prerequisites

-   *ServiceNow Otto for Virtual Agent* deployed and actively in use.
-   An identified Virtual Agent admin or ServiceNow admin.
-   Completion of an initial Virtual Agent implementation \(for example, Jumpstart Your *ServiceNow Otto for Virtual Agent* or equivalent\).
-   Experience with AI Search \(for example, completed [Jumpstart Your AI Search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/accelerator-and-initiative-list/jumpstart-your-ai-search.md) or equivalent\).

## What You Get

-   **Session Preparation**

    The Technical Accelerator Consultant:

    -   Provisions a temporary instance.
    -   Activates and configures related plugins.
-   **Customer Coaching Session \#1 \(up to 1.5 hours\)**
    -   Review *ServiceNow Otto for Virtual Agent* leading practices.
    -   Overview of usage findings:
        -   AI Search
        -   Conversational Catalog / LLM Topics
        -   Knowledge
        -   Deflection Measurement
        -   Topics vs. Agents
-   **Customer Coaching Session \#2 \(Optional on Customer request — up to 1 hour\)**

    Opportunity for Q&A related to *ServiceNow Otto for Virtual Agent*.

-   **Outputs**
    -   30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations.
    -   Copy of the Coaching Session Deck.

## Requested Customer Resources

|Customer Resource|Responsibilities|Required|Recommended|
|:----------------|:---------------|:------:|:---------:|
|Platform Owner|Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.| |✓|
|System administrator\(s\)|Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.|✓| |
|Virtual Agent admin\(s\)|Maintains the Virtual Agent \(VA\).|✓| |
|IT Service Desk Manager\(s\)|Subject matter expert responsible for managing IT Service Desk.| |✓|
|Subject Matter Expert\(s\)|Digital Experience or Automation Leads overseeing VA performance.| |✓|
|Trusted Service Partners|Attend ServiceNow Impact Accelerator coaching session\(s\) to understand leading practices and potentially support the customer going forward.| |✓|

## Requested Information/Access

**Note:** Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html).

## Exclusions

ServiceNow is not responsible for implementing any of the recommended configuration changes on Customer’s non-production or production instances.