---
title: Using scheduling assistant via GenAI in Virtual Agent
description: Book, reschedule, and cancel appointments with Virtual Agent conversations using ServiceNow Otto. Setup a new appointment, modify an existing one, or cancel an appointment with a streamlined and user-friendly flow.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/using-scheduling-assistant-via-genai-in-virtual-agent.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Use generative AI, ServiceNow Otto for CSM, Customer Service Management]
---

# Using scheduling assistant via GenAI in Virtual Agent

Book, reschedule, and cancel appointments with Virtual Agent conversations using ServiceNow Otto. Setup a new appointment, modify an existing one, or cancel an appointment with a streamlined and user-friendly flow.

Virtual Agent conversations supported by AI uses large language model \(LLM\) to communicate with customers.

## Booking Appointments

To book a new appointment:

1.  Initiate the Conversation: The logged-in user contacts your business via your portal. User starts a chat with the Virtual Agent through the ServiceNow Otto panel. The user enters the appointment booking request into the chat, and the Virtual Agent uses large language model \(LLM\) to understand the request.
2.  Provide Details: The Virtual Agent asks the user to share the necessary details such as the date, time, location and purpose of the appointment. The user chooses the purpose, a location and a date and time slot for the appointment.

    **Note:** If the time provided by the user has a conflict with the location's calendar, the Virtual Assistant opens the calendar for the requester to choose a new time.

3.  Confirm the Appointment: The Virtual Agent confirms the details and books the appointment in the user’s calendar.

## Rescheduling Appointments

To reschedule an existing appointment:

1.  Start the Chat: The logged-in user contacts your business via your portal. The user enters the appointment booking request into the chat, and the Virtual Agent uses large language model \(LLM\) to understand the request.
2.  Specify the Appointment: The user chooses an appointment to reschedule.
3.  New Details: The Virtual Agent shares the new dates and times for the rescheduled appointment. User chooses a date and time for the rescheduled appointment.
4.  Confirmation: The Virtual Agent updates the calendar and confirms the new appointment details.

## Canceling Appointments

To cancel an appointment:

1.  Begin the Conversation: The logged-in user contacts your business via your portal. The user enters the appointment booking request into the chat, and the Virtual Agent uses large language model \(LLM\) to understand the request.
2.  Identify the Appointment: User chooses the date and time of the appointment they want to cancel.
3.  Confirm Cancellation: The Virtual Agent removes the appointment from the user’s calendar and confirm the cancellation.

LLM service confirms that these interactions are smooth and efficient, allowing you to manage your schedule with ease.

**Parent Topic:**[Using ServiceNow Otto for Customer Service Management \(CSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/now-assist-for-csm/now-assist-csm-using.md)