---
title: ServiceNow Otto for Accounts Payable Operations \(APO\) in Virtual Agent chat
description: ServiceNow Otto for Accounts Payable Operations \(APO\) in Virtual Agent chat lets fulfillers submit requests, track request status, and connect to a live agent using predefined conversational topics powered by generative AI.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/source-to-pay-operations/accounts-payable-operations/now-assist-apo-va.html
release: australia
product: Accounts Payable Operations
classification: accounts-payable-operations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [generative AI, gen AI, Supplier Lifecycle Operations, Supplier Collaboration Portal, Virtual agent chat]
breadcrumb: [Use ServiceNow Otto for Accounts Payable Operations \(APO\), ServiceNow Otto for APO, Accounts Payable Operations, Finance and Supply Chain]
---

# ServiceNow Otto for Accounts Payable Operations \(APO\) in Virtual Agent chat

ServiceNow Otto for Accounts Payable Operations \(APO\) in Virtual Agent chat lets fulfillers submit requests, track request status, and connect to a live agent using predefined conversational topics powered by generative AI.

As a fulfiller, you can use the predefined topics \(chatbot conversations\) that are designed to help you complete self-service tasks. You can submit a request, track a request status, or connect to a live agent by using contextual generative AI capabilities.

To start a conversation, navigate to **All** > **Supplier Lifecycle Operations** > **Supplier Collaboration Portal** and select the Virtual Agent chat icon \[Omitted image "chat-window-icon.png"\] Alt text: Chat icon as shown in the following example.

\[Omitted image "now-assist-apo-va-start.png"\] Alt text: Show all my options.

\[Omitted image "now-assist-apo-all-topics.png"\] Alt text: All topics.

Using a predefined topic to submit a request

As a fulfiller, you can submit a request by prompting **I want to submit a request for invoice**.

\[Omitted image "now-assist-apo-request.png"\] Alt text: Summary of the new request created.

## Using a predefined topic to track a request status

As a fulfiller, you can track an invoice inquiry status by prompting **Track request status**.

For example, enter `Track status of Invoice` in the chat to view the status of the request as shown in the following example.

\[Omitted image "now-assist-apo-track-request.png"\] Alt text: Summary of the invoice case.

\[Omitted image "now-assist-track-req.png"\] Alt text: Track status

## Using a predefined topic to connect to a live agent

As a fulfiller, you can connect to a live agent by selecting **Show all my options** > **Connect to a live agent**.

You can connect to a live agent by selecting **Accounts payable team**.

## Additional Information

The AI skills in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes fulfillers more comfortable with talking to a bot. To learn how a conversation that is powered by generative AI might look in Virtual Agent, see [Using ServiceNow® Otto for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/using-now-assist-in-va.md).

As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of generative AI skills in Virtual Agent as a self-service deflection tool. The generative AI skills in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses.

For detailed information on generative AI skills in Virtual Agent in general, and ServiceNow Otto for APO in particular, see [Explore ServiceNow Otto for Accounts Payable Operations \(APO\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/exploring-now-assist-apo.md).

For information on configuring ServiceNow Otto for APO, see [Configure ServiceNow Otto for Accounts Payable Operations \(APO\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/configuring-now-assist-apo.md).