Enhanced Chat vs Premium Chat - Key Differences and Licensing

AshutoshS790709
Tera Contributor

4 hours ago

Hi Community,

I'm evaluating Enhanced Chat and Premium Chat for ServiceNow Otto / Now Assist and would appreciate insights from anyone who has implemented both.

From the documentation, it appears that:

  • Enhanced Chat primarily uses the LLM Topic Block for conversational catalog ordering.
  • Premium Chat uses the Catalog Agent first and falls back to the LLM Topic Block when needed.

My questions are:

  1. What are the key functional differences between Enhanced Chat and Premium Chat?
  2. What business or user experience benefits have you seen with Premium Chat?
  3. How does the Catalog Agent compare to the LLM Topic Block in real-world use?
  4. What effort is involved in moving from Enhanced Chat to Premium Chat?
  5. Does upgrading to Premium Chat require additional licensing or SKUs, or can existing Enhanced Chat customers enable it without extra cost?

Any experiences, lessons learned, or recommendations would be greatly appreciated.

Note: I have Now assist for spm  entitlement and zurich patch12.

Thanks!

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sanjaygupta
Mega Guru

46m ago

 

Your understanding is correct. Premium Chat introduces the Catalog Agent as the primary way to handle conversational catalog requests, while retaining the LLM Topic Block as a fallback.

The key differences are:

  • The Catalog Agent dynamically asks follow-up questions based on user responses.

  • It handles conditional questions and catalog variables more naturally.

  • The LLM Topic Block follows an existing conversational topic flow to collect catalog information.

  • If the Catalog Agent cannot handle a request, Premium Chat can fall back to the LLM Topic Block.

  • Unsupported catalog items can still open as standard forms.

Premium Chat can improve the user experience by reducing manual form navigation and making catalog requests more conversational.

For moving from Enhanced Chat, I'd recommend the following:

  • Open Assistant Designer and go to Display Experiences.

  • Check Premium Chat eligibility.

  • Review Premium Messages and Premium Fallbacks.

  • Validate existing catalog items, variable mappings and custom topics.

  • Test Catalog Agent responses and LLM Topic Block fallback in sub-production.

Regarding licensing, Zurich Patch 12 meets the documented version requirement, but Premium Chat also has entitlement prerequisites. ServiceNow Community guidance identifies Pro Plus or AI Foundation licensing as a requirement.

Since you have Now Assist for SPM, confirm with your ServiceNow account representative whether your existing subscription includes the required entitlement. Don't assume Premium Chat is included at no additional cost.

I'd recommend testing Premium Chat with a few complex catalog items before enabling it in production.

References:

 
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