This document describes what the new Now Assist in Virtual Agent (NAVA) is, how it answers user questions, and what users can expect when interacting with it. NAVA replaces the previous virtual agent in ServiceNow for authenticated users.

• The initial iteration of NAVA is just the beginning. UChicago is working on introducing additional capabilities and improving the quality and accuracy of NAVA’s responses and capabilities.
• Information from NAVA’s responses come from Knowledge Articles found in the ServiceNow Knowledge Base and through Forms available in the ServiceNow Catalog.
• Never enter personal information into NAVA, including Social Security numbers, bank information, medical information, etc.
• NAVA, which is also referred to as “Otto” by ServiceNow, is available for authenticated users. Non-authenticated users on UChicago’s public portals will continue to receive the previous Virtual Assistant experience.
• Live Chat is temporarily unavailable. If NAVA cannot successfully satisfy your request, contact the F&A Support Center or IT Services during business hours at 773.702.5800. For the Bursar’s Office, contact Bursar.

What NAVA can do for Users

1. Respond to questions with detailed information and instructions.
2. Provide links to the source documentation, including Knowledge Articles, related to the information and instructions provided.
3. Respond to questions with links to relevant ServiceNow Forms.

 

1. Be perfect – Users should always review the source documentation and use their own discretion.
2. Provide any personal information, including Social Security numbers, bank information, medical details, etc.
3. Complete tasks or forms – NAVA will direct users to a form, provide instructions found in the form or a corresponding Knowledge Article, but users will have to complete the form or complete the task.
4. Answer questions about an existing ticket – NAVA may be able to provide users with steps to locate a submitted ticket but will not be able to answer specific questions about the ticket.

 

1. Communicate Naturally and Conversationally
   1. NAVA is powered by Agentic AI. Similar to Generative AI, users no longer need to use rigid keywords or exact phrases. The system is designed to understand natural conversational language with little coaching. Users can type requests the same way they would ask a live person and ask follow-up question to provide clarification or additional context.
2. Be Specific and Provide Context
   1. While NAVA understands natural language, providing some context in a concise way can lead to better responses. The best conversational experience is one where the system can automatically understand or slot-fill information - meaning the more clearly a user states their need, the less back-and-forth the conversation requires.
   2. Select this link for tips on how to ask AI better questions (aka Prompts)
3. Do Not Repeat the Entire Context in Follow-Up Messages
   1. NAVA maintains conversational context within a session. Accordingly, users do not need to restate their situation with each follow-up message. Simply continue the conversation as you would with a live agent.
4. Use the + icon to start a new chat if you have a question about a different subject
   1. Open a new chat by clicking the plus button (see image below) to signal that you are requesting information about a separate subject. This prevents NAVA from erroneously fitting the new information into the context of your previous conversation.
      
5. Be Aware of Context Resets Between Sessions
   1. NAVA does not retain memory between separate chat sessions. Each new conversation starts fresh. This is different from what you experience with other AI chat interfaces, such as Claude.
6. Select the “Internal Search” to view the full answer if Users feel NAVA’s response seems incomplete
   
7. Use the Thumbs up/down button to rate NAVA’s answer
   1. ITS and other administrators use this feedback when making updates and enhancements to NAVA.