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 Impact customers identify which catalog request items are compatible with a conversational catalog experience via the Virtual Agent. It provides personalized guidance, leveraging interactions with ServiceNow Impact Platform Architects, to enhance how catalog items function conversationally. This accelerator is available exclusively for Impact Advanced and Total packages.

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    Customer Engagement and Deliverables

    The accelerator includes a structured engagement with multiple sessions designed to align on objectives, review current catalog conversational capabilities, and provide tailored recommendations:

    • Introductory Session (up to 120 minutes): Covers initiative approach, customer objectives, Virtual Agent user experience basics, and sets expectations for participation.
    • Current State Working Session (up to 120 minutes): Reviews selected catalog items and their existing conversational capabilities.
    • Recommendation Session (up to 120 minutes): Discusses best practices for catalog item design to support conversational experiences and provides tailored guidance on evolving non-conversational items.
    • Optional Follow-up Session (up to 60 minutes): Allows for Q&A on guidance and next steps.

    Deliverables include workshop slides, conversational compatibility insights for selected catalog items, recommended next steps, and any requested customer resources.

    Customer Roles and Responsibilities

    Key customer roles requested for effective participation include:

    • Platform Owner: Oversees ServiceNow platform governance and alignment with business strategy.
    • Platform Administrator: Manages day-to-day platform administration and catalog configurations.
    • Catalog Owner: Responsible for catalog structure and item management.
    • Master Services Provider / Vendor Lead: Involved if third-party partners participate in catalog design or development.

    Prerequisites and Required Information

    • Installation of AI Search and ideally Now Assist within AI Search.
    • Installation of Virtual Agent (NLU) or ServiceNow Otto for the conversational catalog overview dashboard.
    • Note: Installing the Now Assist plugin for conversation request submission automatically includes the Catalog Conversational Experience plugin.
    • Completion and submission of an Intake Questionnaire at least one week before the introductory session.
    • Provision of Impact materials such as Customer Impact Plan, Architecture Blueprint, and Product Adoption Roadmaps.

    Scope and Limitations

    This accelerator does not include technical remediation of catalog items to make them conversational, detailed catalog item design reviews beyond conversational compatibility, or overall catalog design services.

    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