Configure generative AI Virtual Agent for ITSM
Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can provide an additional self-service tool.
Before you begin
Role required: admin
About this task
The generative AI capabilities can provide a human-like catalog request experience over the Virtual Agent conversational interface. By using the generative AI capabilities with Virtual Agent, your organization can provide a conversational experience for request submissions.
When you configure generative AI for catalog item request submissions, your requesters get the following experience:
- Contextual question prompts that enable a more human-like conversation that is based on answers to previous questions.
- Slot filling that recognizes the answers to one or more questions on the requester's input.
- Ability to answer catalog item questions.
- Ability to exit the request submission process at any point.
Although the following catalog item question types are supported in the conversation mode, natural language responses aren't supported for them:
- Reference
- Lookup select box
- Lookup multiple choice
- Requested For
- Attachment
- Multiple choice question with more than 10 choices