--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Conversational Catalog Requests # Conversational Catalog Requests {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Conversational Catalog Requests Conversational Catalog Requests is a ServiceNow feature that uses generative AI to enable a conversational experience for submitting catalog item requests via Virtual Agent. This solution helps organizations streamline the request process, improve self-service adoption, and reduce operational costs by making interactions more natural and efficient. Show full answer Show less ## Key Features * **Generative AI Integration:** Uses advanced AI and machine learning to generate conversational responses for catalog item requests. * **Virtual Agent Support:** Enables users to submit catalog requests through a conversational interface within Virtual Agent. * **Catalog Conversational Coverage:** Provides a dashboard to monitor and manage conversation topics related to catalog requests. * **Configurable:** Organizations can configure the conversational experience to suit their catalog and business needs. ## Important Considerations * **Availability Restrictions:** Some AI and Now Assist features, including this solution, may not be available in certain regulated data center environments (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected) or self-hosted setups. * **Regional Availability:** AI-powered features may be limited to specific regions; customers should check for updates on availability in future releases. * **AI Limitations and Responsibility:** As the technology relies on AI predictions, outputs may not always be accurate or appropriate. Customers must validate and oversee AI-generated responses and avoid relying solely on them for critical decisions. * **Data Processing and Privacy:** Customer data used by this application is transferred to centralized ServiceNow environments and possibly third-party cloud providers, handled according to ServiceNow's compliance policies. Customers may opt out of data collection used for AI improvements. ## Benefits for ServiceNow Customers By implementing Conversational Catalog Requests, customers can expect: * Enhanced user experience through natural language interactions. * Increased efficiency and faster submission of catalog requests. * Higher self-service rates, reducing workload on support teams. * Insight and control over conversational topic coverage via dashboards. ## Next Steps Customers interested in deploying this feature should review configuration options for Virtual Agent to tailor the conversational experience to their catalog items. They should also evaluate AI outputs carefully to ensure appropriateness and compliance with organizational policies. Provides a conversational experience based on generative AI for submitting catalog item request in Virtual Agent. ## Get started {#now-assist-in-conversational-catalog-request__cf-app-landing-get-started} |-|-| | [Conversational Catalog RequestsOverview of Conversational Catalog Requests.](https://www.servicenow.com/docs/lwv1nW5JyRjfcqRuvqBm_w "Conversational Catalog Requests provides a conversational, generative AI-powered experience for submitting catalog item requests through Virtual Agent.") | [Catalog Conversational CoverageCatalog conversational coverage and the dashboard.](https://www.servicenow.com/docs/H0VMVIFoqMa97VD1bYiL2g#using-catalog-conversational-experience "ServiceNow Catalog Conversational Coverage provides a dashboard to view a high-level overview of the conversational and non-conversational status of catalog items configured for the LLM topic block.") | [ ] {#now-assist-in-conversational-catalog-request__table_pwh_zfm_xfc} Important: Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Please check for availability updates in future releases. Important: Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases. ## AI limitations {#now-assist-in-conversational-catalog-request__section_u2h_jml_2bc} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-in-conversational-catalog-request__p_kv2_nfg_h1c} ## Data processing {#now-assist-in-conversational-catalog-request__id_bwy_lml_2bc} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-in-conversational-catalog-request__p_lv2_nfg_h1c} ## Data collection {#now-assist-in-conversational-catalog-request__id_fqp_nml_2bc} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-in-conversational-catalog-request__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).{#now-assist-in-conversational-catalog-request__p_pv2_nfg_h1d} * **[Conversational catalog item requests](https://www.servicenow.com/docs/lwv1nW5JyRjfcqRuvqBm_w)** Conversational Catalog Requests provides a conversational, generative AI-powered experience for submitting catalog item requests through Virtual Agent. * **[Configure Conversational Catalog Requests](https://www.servicenow.com/docs/bW6nl4qnaCnHAXpo6seN_w#configure-gen-ai-catalog-item)** Speed up and provide a conversational and streamlined experience based on generative AI while submitting a catalog item request in Virtual Agent. Your organization can increase self-service and reduce operating costs. * **[Reference](https://www.servicenow.com/docs/jolMyQ3C3OTiZMwYWByHqw)** Reference information of the catalog agent and LLM topic blocks to power conversational catalog requests.