Service Catalog readiness for Now Assist on the ServiceNow AI Platform
Summarize
Summary of Service Catalog readiness for Now Assist on the ServiceNow AI Platform
A well-organized Service Catalog is crucial for enhancing the functionality of Now Assist. It helps in accurately interpreting user requests, showcasing appropriate options, and streamlining user experience. A cluttered catalog can hinder AI performance, making it vital to audit and optimize existing catalog items for improved AI readiness.
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Key Features
- Catalog Conversational Coverage Plugin: Install this plugin to access the conversational catalog overview dashboard for better insights.
- Catalog Inventory Review: Utilize the dashboard to assess active catalog items, focusing on the most requested ones to enhance impact.
- Identifying Conversational Catalogs: Target items with fewer than 15 variables to facilitate easier conversion to conversational formats.
- Metadata Analysis: Ensure catalog items have clear, user-friendly names and categories to enhance user interaction and minimize confusion.
- Advanced Configuration Review: Scrutinize UI policies, client scripts, and user criteria to ensure compatibility with Virtual Agent.
Key Outcomes
By following these guidelines, ServiceNow customers can expect improved self-service rates and better issue deflection through Now Assist. Optimizing the Service Catalog leads to efficient, context-aware responses from AI, ultimately enhancing user satisfaction and operational efficiency.
A well-structured Service Catalog is essential to unlocking the full potential of Now Assist. As the backbone of many self-service workflows, the catalog enables Now Assist to interpret user requests accurately, present the right options, and minimize friction in the experience.
When catalog items are clearly defined and conversationally enabled, Now Assist in Virtual Agent can surface them more effectively, leading to higher self-service rates and better issue deflection.
However, catalogs that are cluttered, inconsistent, or overly complex make it difficult for AI to parse and respond appropriately. That’s why auditing your existing catalog is a critical first step. By identifying which items are AI-ready and optimizing those that aren’t, you ensure that Now Assist can deliver intelligent, context-aware responses.
High-level checklist
- 1. Install the Catalog Conversational Coverage (sn_catalog_con_cov) plugin
- This plugin gives you access to the conversational catalog overview dashboard.
- 2. Review your catalog inventory
- Use the conversational catalog overview dashboard to review all active catalog items. From this list, determine which are most requested and the percentage that are conversational.
- 3. Determine which catalogs can be made conversational
- Identify catalog items with fewer than 15 variables. (Items with more than 15 variables are better suited to be submitted as pop-up links to forms.)
- 4. Analyze catalog item metadata
- Ensure catalog items have clear, user-friendly names, tooltips, metadata, and categories. Using templates can help with this as well.
- 5. Review advanced configurations
- Review UI policies, client scripts, and user criteria.
Tips
- Use Now Assist in Catalog Builder to generate catalog items.
- Limit the number of variables. Fewer is better.
- For form-based requests, select the Make item non-conversational in VA check box.
- Provide clear context for the LLM with distinct names, labels, and tooltips.
- Minimize the use of custom variable types. Use the service catalog variables included on the platform instead.
- Limit client-side scripting and use regular expressions for validation.
- Avoid complex dependencies. Simplify variable relationships to ensure a smooth conversation flow.
- Test and iterate: make changes based on feedback.