Why Can't Now Assist AI Fully Guide Users for New Software Requests?

[Vijaysuryar]

Hi Community,

I have a question regarding Now Assist / ServiceNow Assist AI:

Currently, if an end user wants a software that is not in the ServiceNow catalog, the AI can only:

1. Search the catalog for existing software.

2. If not found, prompt the user to manually fill out a New Software Request form.

What I would like is for the AI to be able to:

• Understand the user’s software requirement in natural language.

• Suggest suitable software options based on requirements.

• Help create a new software request automatically if no existing software matches.

Essentially, I’m asking: why isn’t Now Assist able to fully act as a “software recommendation and request assistant” today?

Has anyone tried enhancing this capability using AI integrations, or are there best practices to achieve this?

Thanks in advance for any insights!

[rpriyadarshy]

Hi 

Just 2 Cent from My side.

What I would like is for the AI to be able to:

• Understand the user’s software requirement in natural language.--> Now Assist for VA is doing this 

• Suggest suitable software options based on requirements.--> Here comes a Security and Guard Rail as in any enterprise environment all recommended S/W will not pass thru Security Compliance/requirement. So where are you maintaining a list of Approved Software's for Installation? Now Assist can RAG and recommend the new Software's unless you have a list maintained. In your enterprise env you are not going to Internet and Produce a List of Software's.

• Help create a new software request automatically if no existing software matches.--> Based on the conversation we can automate the REQ creation coming from Interaction Table , but i have not tried this . Just a Thought.

Regards

RP