Now Assist for Accounts Payable Operations (APO) in Virtual Agent chat

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Accounts Payable Operations (APO) in Virtual Agent chat

    Now Assist for Accounts Payable Operations (APO) integrates generative AI capabilities within the Virtual Agent chat to streamline self-service tasks related to accounts payable. This conversational interface enables fulfillers to submit and track invoice-related requests or connect with live agents, improving efficiency and user experience in accounts payable processes.

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    Key Features

    • Conversational Interface: Users interact with Now Assist through natural language in Virtual Agent chat, making task completion intuitive and accessible.
    • Predefined Topics: The Virtual Agent includes predefined chatbot conversations for common APO tasks such as submitting invoice inquiries, tracking request statuses, and connecting to live support.
    • Request Submission: Fulfillers can submit general requests or APO-specific invoice inquiries directly through chat by selecting options or entering instructions.
    • Request Tracking: Users can track the status of invoice inquiries by entering the invoice or case number, facilitating quick updates on request progress.
    • Live Agent Connection: The interface allows seamless escalation to a live accounts payable agent when needed via the Virtual Agent options.
    • Performance Monitoring: Administrators can leverage the Now Assist in Virtual Agent Analytics dashboard to monitor conversation effectiveness and deflection rates, supporting continuous improvement of self-service.

    How to Access

    To start using Now Assist for APO, navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal and click the Virtual Agent chat icon. From there, select “Show all my options” to explore available APO-related chat topics.

    Benefits for ServiceNow Customers

    • Accelerates accounts payable operations by enabling quick, AI-powered request handling without manual intervention.
    • Enhances user experience with a friendly, natural language chatbot that reduces the need for live agent support.
    • Improves operational visibility and management through analytics on chatbot performance and request resolution.
    • Provides flexibility to handle both routine inquiries and complex cases by switching smoothly between self-service and live agent support.

    Use the conversational interface of Now Assist for Accounts Payable Operations (APO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.

    As a fulfiller, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can submit a request, track a request status, or connect to a live agent by using contextual generative AI capabilities.

    To start a conversation, navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal and select the Virtual Agent chat icon (Chat icon.) as shown in the following example.

    Figure 1. Starting screen for the Now Assist for APO in a Virtual Agent chat
    Show all my options.

    Then, see all your available options by selecting Show all my options as shown in the following example.

    Figure 2. All topics in a Now Assist for APO in a Virtual Agent chat
    All topics.

    Using a predefined topic to submit a request

    As a fulfiller, you can submit a request by selecting Show all my options > Submit a request (general) or choose to create invoice inquiry ( APO specific). You could also directly start entering the instructions.

    Topic block in NAVA shows Invoice inquiry

    Then, enter Invoice inquiry in the chat, select an inquiry type, and create an invoice case by selecting Yes, submit as shown in the following example.

    Figure 3. Submit a request
    Summary of the new request created.

    Using a predefined topic to track a request status

    As a fulfiller, you can track an invoice inquiry status by selecting Show all my options > Track request status. You could also directly start entering the instructions.

    For example, enter Invoice case number or invoice number in the chat to view the status of the request as shown in the following example.

    Figure 4. Track a request status
    Summary of the invoice case.

    Using a predefined topic to connect to a live agent

    As a fulfiller, you can connect to a live agent by selecting Show all my options > Connect to a live agent.

    You can connect to a live agent by selecting Accounts payable team.

    Additional Information

    Now Assist in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes fulfillers more comfortable with talking to a bot. To learn how a conversation that is powered by generative AI might look in Virtual Agent, see Using Now Assist in Virtual Agent.

    As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool. Now Assist in Virtual Agent Analytics calculates the conversation deflection rate based on the resolution status associated with Now Assist query responses.

    For detailed information on Now Assist in Virtual Agent in general, and Now Assist for APO in particular, see Exploring Now Assist for Accounts Payable Operations (APO).

    For information on configuring Now Assist for APO, see Configure Now Assist for Accounts Payable Operations (APO).