Now Assist to suggest service catalog items

[LePhucTanT]

Hello Community, 

Wondering if anyone has built a functional AI Agent, or FLOW that is capable of read and understanding the service catalog items inputted into it. And with that information, determine which form to suggest to the user in a comment if it can think of a better suitable request. 

Hoping someone has made this feature and looking for some guidance on this. 

Thank you in advance. 

Regards

Tim

[rpriyadarshy]

@LePhucTanT Just trying to Understand the requirement here.

AI Agent, or FLOW that is capable of read and understanding the service catalog items inputted into it---> Are you saying read meta data of the SR/Catalogs?

with that information, determine which form to suggest to the user in a comment--> Is not it when User type to Virtual Agent , Now Assist Enabled Chat bot displays the SR and KB based on content/query written by Users.

What different you are looking for?

Regards

RP

[LePhucTanT]

By service catalog items inputted into it, I was thinking more in terms of reading records written to the tables to understand the functionality of those catalogs to further strengthen the suggestion. 

I was not considering Virtual agents or chat bots. But if that is a method that exist I would be happy to implement it. 

For further context, the trigger was meant to be for a "Other Inquiries" Catalog item. Users are most likely already in the space of not knowing where they want to be. So within that item, I wanted to assist with navigating/triaging before it is handled by Humans. 

Regards

Tim

[rpriyadarshy]

@LePhucTanT In Your Environment - Users are Picking Catalog from Service Portal/ESC ?

Do you also have ServiceNow Virtual Agent Chatbot?

Regards

RP

[LePhucTanT]

@rpriyadarshy Correct, users are picking catalog from service portal. 

There is a virtual Agent Chatbot but it is not configured. 

Regards

Tim