Conversational Catalog Requests

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Conversational Catalog Requests

    Conversational Catalog Requests in ServiceNow provide a generative AI-powered, conversational experience within Virtual Agent to facilitate submitting catalog item requests. This feature is designed to streamline the request process, improve self-service capabilities, and reduce operational costs for your organization.

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    Note that some Now Assist AI features, including this one, may be unavailable in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, or specific regions. Always verify current availability for your environment.

    Because this application leverages AI and machine learning, outputs may not always be fully accurate or appropriate for all use cases. ServiceNow advises customers to conduct thorough testing, maintain human oversight, and avoid relying solely on AI-generated responses, especially in sensitive or critical domains like healthcare, finance, and security.

    Key Features

    • Generative AI Integration: Uses AI to create a natural, conversational interface for catalog item requests within Virtual Agent.
    • Catalog Conversational Coverage and Dashboard: Tools to monitor and manage conversational interactions related to catalog requests.
    • Data Handling and Privacy: Customer data is transferred securely to centralized ServiceNow environments, possibly hosted on third-party clouds like Microsoft Azure, following strict internal policies. Customers can opt out of data collection used to improve AI models.
    • Configurability: Organizations can configure the conversational experience using catalog agent and large language model (LLM) topic blocks to tailor interactions.

    Practical Benefits

    • Enables a faster, more intuitive way for end users to submit service catalog requests via conversational AI.
    • Enhances self-service capabilities, reducing dependency on manual support and lowering operational costs.
    • Provides administrators with tools to customize and oversee the conversational experience to align with organizational needs.

    Important Considerations

    • Ensure compliance with ServiceNow’s AI Acceptable Use Policy and continuously evaluate AI outputs for accuracy and appropriateness.
    • Understand data transfer implications and review your organization’s data privacy requirements.
    • Check for feature availability updates regularly to confirm support in your data center region and environment.

    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.