Need Guidance on Developing an AI-Powered Catalog Finder Use Case in ServiceNow

[girishbs06]

Hi Everyone,

I am working on a ServiceNow AI use case called Catalog Finder.

The objective is to allow users to describe what they need in natural language (for example, "I need a laptop" or "I want VPN access"), and the AI should identify and recommend the most relevant catalog item instead of requiring users to search manually through the service catalog.

I would like to know if anyone has implemented a similar use case using ServiceNow AI capabilities such as Now Assist, AI Search, Virtual Agent, GenAI Controller, or AI Agents.

Could you please share:

Recommended architecture/design

Best approach for catalog item matching and recommendation

How to train or configure AI for catalog identification

Any implementation examples, documentation, or lessons learned

Challenges and best practices

Any guidance on how to develop this use case would be greatly appreciated.

Thank you!

[Tanushree Maiti · Accepted solution]

Hi @girishbs06 

This video might help you a bit.

https://www.youtube.com/watch?v=nIFkM3vebX8