Premium Chat 101: Meet ServiceNow's Newest Conversational Experience
What changed
Premium Chat 101 If you have opened the Otto Panel (fka Now Assist Panel) lately, you know it consists of only text based chats with maybe a hyperlink to a catalog item or knowledge article. Premium Chat, the newest version of the ServiceNow’s conversational experience, is built to change that. This post walks through what Premium Chat is, why it is worth turning on, and how to configure it in your instance. What Is Premium Chat? Why It Matters Before You Start: Instance Requirements Turning On Premium Chat Common Issues and Quick Fixes What Is Next Try It and Tell Us How It Goes What Is Premium Chat? Premium Chat is the next generation of ServiceNow’s conversational experience running on th
Why it matters
Look for repeatable workflow patterns that could remove manual handoffs or rework.
What to do next
Map the update to one real process before discussing tools.
Estimate the manual time, rework, or delay it could remove.
Scope the smallest useful pilot with clear owner, data path, and success measure.