Now Assist in Conversational Catalog Request

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 delivers a generative AI-powered, conversational experience within Virtual Agent to help users submit catalog item requests more efficiently. This feature aims to enhance self-service capabilities, streamline request submissions, and reduce operating costs for your organization.

    Show full answer Show less

    Note that some Now Assist features may be unavailable in specific environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or other restricted locations. Additionally, AI capabilities may be region-specific, so checking availability updates in future releases is recommended.

    Key Features

    • Generative AI Integration: Uses AI and machine learning to provide conversational guidance for catalog item requests.
    • Virtual Agent Support: Embedded in Virtual Agent to facilitate natural language interactions for catalog submissions.
    • Configurability: Organizations can configure the conversational experience to fit their catalog structure and improve user engagement.
    • Data Processing and Privacy: Data related to the conversational requests is transferred securely to centralized ServiceNow environments and possibly third-party cloud providers, following ServiceNow’s internal policies and compliance standards.
    • Customer Data Usage and Opt-Out: Inputs, outputs, and edits are collected to improve AI models and ServiceNow technologies. Customers have the option to opt out of data collection.

    Important Considerations

    • AI Limitations: The AI may not always produce fully accurate or appropriate results. Customers are responsible for validating outputs and ensuring human oversight, especially in high-impact domains such as healthcare, finance, or security.
    • Compliance and Acceptable Use: Use of the AI functionality must adhere to ServiceNow’s AI Acceptable Use Policy, which may be updated over time.
    • Environment Restrictions: Some environments and regions may not support this feature currently, so it is important to verify availability.

    Practical Benefits for ServiceNow Customers

    • Accelerates catalog item request submission by offering an intuitive conversational interface.
    • Enhances user experience and increases self-service adoption within the service catalog.
    • Helps reduce operational workload and associated costs by minimizing manual interactions.
    • Supports secure data handling aligned with compliance requirements.

    Provides a conversational experience based on generative AI for submitting catalog item request in Virtual Agent.

    Get started

    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 AI 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.