NetSuite Chatbot Assistant: Using the N/llm Module for AI-Powered Support

NetSuite’s N/llm module introduces a new frontier in automation - bringing the power of generative AI directly into your ERP experience. Whether you’re looking to enhance internal help tools, guide users through complex tasks, or streamline responses to routine queries, this built-in AI interface opens new possibilities for intelligent interaction inside NetSuite.

What Is the N/llm Module?

The N/llm module is NetSuite’s native integration for calling Oracle Cloud Infrastructure (OCI) Generative AI Services. It allows you to send structured prompts and parameters from SuiteScript, receive responses from the LLM, and display or process the answers in your application.

Here’s how it works:

1. SuiteScript sends a prompt using the N/llm module
2. The request is relayed via NetSuite to Oracle’s AI services
3. The LLM generates a response
4. That response is passed back and made available for further use in SuiteScript

This model supports everything from static chatbot answers to dynamic summarization of business context - without AI needing direct access to your NetSuite data by default.

Why Use N/llm?

• Integrated user experience
• Reduces ticket load for repetitive questions
• AI-driven help inside NetSuite UIs
• Privacy-by-design with strict control over what data is passed

Important: AI does not have access to your NetSuite records unless you explicitly pass that data via script.

Prerequisites

To start using N/llm, you’ll need:

• A NetSuite account with LLM features enabled
• Role permissions to manage scripts and LLM configurations
• Familiarity with SuiteScript 2.1
• (Optional) Basic prompt engineering skills for better LLM results

Built-in Use Cases: Safe by Default

The safest way to use the LLM module is by not passing any sensitive data - just generic prompts for NetSuite instructions or guidance.

For example:

"What are the steps to assign a saved search to a dashboard?"

"How do I use global search filters?"

These questions require no real-time context and return helpful, pre-modeled answers based on public documentation.

Contextual Use Cases: Feeding Data to the LLM

For more advanced workflows, you can feed specific data into the prompt - like balances or overdue status - before sending the request to the AI.

"What is the current balance of Gamma Demand?"

"Which customer has the most overdue balance?"

Reminder: Only pass data that is appropriate for processing by an external AI model.

Do’s and Don’ts

Pros & Cons

Pros

• Seamless UI integration
• Natural language support and summarization
• Customizable prompts for internal education
• Strong data separation and control

Cons

• Doesn’t auto-access your records
• No real-time querying without prep work
• Prompt design is key to success
• Limited by token capacity for longer interactions

NetSuite’s N/llm module brings the power of generative AI inside your ERP workflows - but it’s only as smart and secure as the implementation behind it. Used thoughtfully, it can become your team’s 24/7 assistant for training, support, and faster answers. Used carelessly, it risks exposing sensitive business logic to external systems.

Start with safe use cases. Control what’s passed to the AI. And always remember: automation should enhance decision-making, not replace it.

Need help designing LLM-enabled workflows in NetSuite? Reach out - Techfino can guide your team from idea to intelligent execution.