Generative AI - Virtual Agent Conversational Catalog

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Generative AI - Virtual Agent Conversational Catalog

    The Generative AI - Virtual Agent Conversational Catalog Accelerator helps ServiceNow customers identify which catalog request items are compatible with conversational experiences in the Virtual Agent. It is designed for Impact customers using the Impact Advanced or Total packages. This accelerator guides customers through assessing their current catalog items, understanding conversational compatibility, and receiving tailored recommendations to enhance their Virtual Agent catalog interactions.

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    Customer Engagement and Sessions

    • Introductory Session (up to 120 minutes): Covers initiative goals, process expectations, Virtual Agent user experience, and conversational catalog fundamentals. Customers must complete an intake questionnaire at least one week in advance.
    • Current State Working Session (up to 120 minutes): Reviews selected catalog items and their existing conversational capabilities.
    • Customer Recommendation Session (up to 120 minutes): Discusses best practices for catalog item design to support Virtual Agent conversations and provides tailored recommendations for evolving non-conversational items. Also explores next steps and measurement techniques.
    • Follow-up Session (optional, up to 60 minutes): Provides an opportunity for questions and clarifications regarding the guidance and implementation steps.

    Deliverables

    • Workshop presentation slides
    • Insights on conversational compatibility of selected catalog items
    • Recommended next steps for enhancing catalog conversational capabilities
    • Customer resource requests aligned with the accelerator and customer specifics

    Customer Roles and Responsibilities

    Successful engagement requires involvement from specific customer roles:

    • Platform Owner: Oversees platform strategy and governance. Required.
    • Platform Administrator: Manages daily platform administration and catalog item configuration. Required.
    • Catalog Owner: Manages the catalog hierarchy and items. Required.
    • Master Services Provider/Vendor Lead: Included if third-party partners are involved in catalog design or development. Optional.

    Prerequisites and Required Information

    • Installation of AI Search and ideally Now Assist in AI Search Virtual Agent or Now Assist in Virtual Agent.
    • Installation of the Catalog Conversational Experience plugin (included by default if Now Assist for conversation request submission is installed).
    • Completion and submission of the intake questionnaire at least one week before the introductory session.
    • Provision of relevant Impact materials such as Customer Impact Plan, Architecture Blueprint, and Product Adoption Roadmaps.

    Scope and Limitations

    This accelerator focuses specifically on conversational compatibility analysis and recommendations. It does not include:

    • Technical remediation or development work for making catalog items conversational
    • Catalog item design reviews outside of conversational compatibility considerations
    • General catalog design reviews

    The Generative AI -Virtual Agent Conversational Catalog Accelerator provides guidance on conversational compatibility of a select set of your catalog request items.

    Accelerator overview

    Generative AI – Virtual Agent Conversational Catalog assists Impact customers in identifying request catalog items that are compatible with the conversational catalog experience in their Virtual Agent. Includes interactions with ServiceNow Impact Platform Architect and personalized content.

    Refer to Catalog Conversational Coverage for additional information.

    Note:
    This Accelerator is available for Impact Advanced and Total packages.

    What you get

    Introductory customer session (up to 120 minutes)
    Complete the intake questionnaire at least one week in advance for preparation for the session.
    • Review initiative approach and set expectations on process and depth of deliverable
    • Review customer’s objectives for the initiative
    • Communicate expectations for customer participation
    • High level review of the basics of the conversational catalog along with an overview of the Virtual Agent user experience
    Customer current state working session (up to 120 minutes)
    Review and discuss your selected catalog items and their current conversational capability
    Customer recommendation session (up to 120 minutes)
    • Review leading practices related to catalog item design aspects that best support a Virtual Agent conversational experience
    • Review and discuss your tailored recommendations to guide you on how you might evolve non-conversational catalog items to make them conversational
    • Discuss the possible next steps to implement the recommendations and techniques to measure the results of the improvements
    Follow-up customer session (optional upon customer request - up to 60 minutes)
    Opportunity for Q&A related to the guidance provided and next steps
    Gen AI - Virtual Agent conversational catalog deliverables
    • Workshop slides
    • Conversational compatibility insights for selected catalog items
    • Recommended next steps

    Requested customer resources

    One or more customer resources are requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform owner
    • Responsible for the overall accountability of the ServiceNow platform.
    • Provides leadership and oversight to the System Administrators
    • Ensures team alignment to business strategy and the ServiceNow roadmap
    • Actively involved in the overarching governance of the platform.
    		 ✓
    Platform administrator
    • Responsible for the day-to-day administration of  ServiceNow  platform.
    • Implements and configures catalog request items and/or record producers.
    		 ✓
    Catalog owner Accountable for the Catalog including catalog hierarchy (taxonomy) and catalog items within the catalog. ✓
    Master Services Provider / Vendor lead Include if customer is using a 3rd party development partner, and that partner is involved in design and/or development of the service catalog(s). ✓

    Prerequisites

    Install the following in advance:

    Requested Information / Access

    • Complete and return the Intake Questionnaire that was provided by the Impact team at least one week prior to the customer introduction session
    • Impact materials, such as the Customer Impact Plan, Architecture Blueprint, Blue Print, Capabilities Maps, and Product Adoption Roadmaps

    Exceptions

    This Accelerator does not include the following:

    • Technical remediation of non-conversational catalog items to make them conversational
    • Catalog item design review outside of conversational compatibility
    • Catalog design