---
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/now-assist-in-virtual-agent/integrating-now-assist-va-msteams.html
release: australia
product: Now Assist in Virtual Agent
classification: now-assist-in-virtual-agent
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Integrating, ServiceNow Otto, Virtual Agent, LLM, Large Language Model, NLU, Natural Language Understanding]
breadcrumb: [ServiceNow Otto 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 [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/now-assist-in-virtual-agent/configure-now-assist-va.md). In step 12 of the procedure to [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/now-assist-in-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 \(single-turn and multi-turn Q&A\).

    \[Omitted image "NAinVA-teams.png"\] 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 ServiceNow Otto for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/now-assist-in-virtual-agent/exploring-now-assist-va.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).