Now Assist in Conversational Catalog Request

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist in Conversational Catalog Request

    Now Assist in Conversational Catalog Request offers a generative AI-powered conversational experience within Virtual Agent to streamline submitting catalog item requests. This feature enables ServiceNow customers to accelerate self-service capabilities and reduce operating costs by providing a natural, guided interaction for users requesting catalog items.

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    It is important to note that some Now Assist features, including conversational catalog requests, may be unavailable for customers in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or specific regions. Availability updates may occur in future releases.

    AI Limitations and Usage Considerations

    This application leverages AI and machine learning, which can produce predictions based on data patterns but might not always be accurate, complete, or appropriate. Customers should thoroughly test and evaluate outputs, apply human oversight, and avoid solely relying on AI-generated responses, especially in sensitive domains like healthcare, finance, legal, employment, security, or infrastructure.

    Usage must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated periodically.

    Data Processing and Privacy

    Data required for conversational catalog requests is transferred from individual customer instances to centralized ServiceNow environments, possibly located in different geographic regions or third-party cloud providers (e.g., Microsoft Azure). This data handling aligns with ServiceNow’s internal policies and compliance standards as detailed in their CORE Compliance Portal.

    ServiceNow collects inputs, outputs, and edits from this application to improve its AI models and technologies. Customers have the option to opt out of future data collection through the Now Assist Opt-Out page.

    Configuration and Reference

    ServiceNow customers can configure Now Assist in Conversational Catalog Request to deliver a conversational, generative AI-driven experience within Virtual Agent for catalog item submissions. Reference materials, including catalog agent and large language model (LLM) topic blocks, support the setup and optimization of conversational catalog requests.

    Provides a conversational experience based on generative AI for submitting catalog item request in Virtual Agent.

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    Important:
    Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Please check for availability updates in future releases.
    Important:
    Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.