Now Assist in Conversational Catalog Request

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    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 Now Assist in Conversational Catalog Request

    Now Assist in Conversational Catalog Request enhances the process of submitting catalog item requests within Virtual Agent by leveraging generative AI to provide a conversational and streamlined experience. This capability helps organizations increase self-service adoption and reduce operating costs by simplifying and accelerating service request submissions.

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    Note that some Now Assist features may be unavailable in certain restricted environments or regions, and customers should verify feature availability accordingly.

    The application uses AI and machine learning, which means outputs may not always be fully accurate or complete. Customers are responsible for testing and evaluating the AI-generated results and applying human oversight, especially in sensitive areas such as healthcare, finance, or security. Usage must comply with ServiceNow’s AI Acceptable Use Policy.

    Data involved in this application is transferred to centralized environments and possibly third-party cloud providers under ServiceNow’s data handling policies. Customers can opt out of data collection if desired.

    Configure Now Assist in Conversational Catalog Request

    • Prefill Capability: Automatically populates catalog item form fields using data from the user profile and active chat history. This reduces manual entry, improves accuracy, and speeds up request submissions.
    • Catalog Item Render Types: Defines how catalog items display within Virtual Agent, such as conversational flows, windows, or pop-ups, enabling flexible user experiences.
    • Fulfillers Request on Behalf of Others: Supports fulfillers in submitting catalog requests for other users with workflows that leverage parent contexts (e.g., incidents or cases) to enhance efficiency, accuracy, and traceability.

    Additional Resources

    Reference materials are available to assist with configuration details, required roles, and other setup considerations to optimize use of conversational catalog requests.

    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.

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    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 article in the Now Support Knowledge Base. Please check for availability updates in future releases.
    Important:
    Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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 Now Assist Opt-Out page.