---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Request catalog item AI voice agent

# Request catalog item AI voice agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This AI voice agent assists users in finding and delivering catalog items. If the item is not categorized as software, then the catalog link is sent through approved channels such as email or SMS. If the item is software, this
agent will help create the request.

## Workflow {#itsm-request-catalog-item-with-voice-ai-voice-agent__zsmdlwierhjt}

The agent operates only within approved channels and never creates, modifies, or deletes catalog items.

1. Ask the user to describe the catalog item.
2. Search for matching items.
3. If multiple matches, ask clarifying questions.
4. Confirm the selected item.
5. Determine item type:
   * If the item is software, proceed to request creation
   * If the item is not software, proceed to link delivery
6. If software item:
   * Collect any required inputs (if applicable)
   * Submit the catalog request on behalf of the user
   * Confirm submission to the user
7. If non-software item:
   * Confirm delivery channel
   * Send the catalog item link through the confirmed channel
{#itsm-request-catalog-item-with-voice-ai-voice-agent__ol_hcp_qwx_njc}  
{#itsm-request-catalog-item-with-voice-ai-voice-agent__zsmdlwierhjt__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allowed user roles The specific user roles that can access this AI agent. | Admin |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | Admin |
| Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Configure a voice assistant using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Not applicable. |
[Table 1. Configuration]

Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US).