Use Now Assist for Supplier Lifecycle Operations (SLO) in a Virtual Agent chat

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Use Now Assist for Supplier Lifecycle Operations (SLO) in a Virtual Agent chat

    Now Assist for Supplier Lifecycle Operations (SLO) enables suppliers to interact with ServiceNow through a Virtual Agent chat interface powered by generative AI. This conversational tool facilitates self-service tasks by providing contextually relevant AI-driven assistance, making supplier interactions intuitive and efficient.

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    To use Now Assist, supplier contacts must have the snsuppliergenai.nowassistsupplier role assigned to their user account. The Virtual Agent can be accessed via the Supplier Collaboration Portal under All > Supplier Lifecycle Operations by selecting the chat icon.

    Key Features

    • Update Banking Details: Suppliers can update or add new bank information by providing the organization-associated email and uploading proof of the beneficiary's bank account.
    • Update Location Details: Suppliers can add or remove locations by selecting countries and following chat prompts.
    • Update Profile Details: Profile information can be edited interactively through guided chat instructions.
    • Submit a Request: Suppliers can create new requests by describing their case and selecting the appropriate contact.
    • Track Request Status: Suppliers can inquire about the status of existing cases by referencing case numbers.
    • Enroll a New User: New user enrollment is possible by entering their work email and designating their contact role.
    • Remove User Account: User offboarding requires specifying the user to remove, a replacement contact, and a reason for removal.
    • Request Access Change: Secondary contacts can request changes in access level, specifying urgency and rationale.
    • Connect to a Live Agent: Suppliers can escalate to a live supplier management team agent for additional support.

    Key Outcomes

    Using Now Assist in Virtual Agent provides a natural language conversational experience that simplifies supplier self-service and improves engagement. It reduces dependency on manual support by enabling automated resolution of common supplier tasks.

    Administrators can monitor usage and effectiveness through the Now Assist in Virtual Agent Analytics dashboard, which tracks conversation deflection rates and resolution statuses to optimize support efficiency.

    Additional Information

    For detailed guidance on configuring and exploring Now Assist for SLO, administrators can refer to specific configuration documentation. The feature integrates seamlessly into the Supplier Lifecycle Operations framework to enhance supplier collaboration and operational efficiency.

    Use the conversational interface of Now Assist for Supplier Lifecycle Operations (SLO) to request contextually relevant generative AI capabilities through a Virtual Agent chat.

    Role required: sn_supplier_gen_ai.now_assist_supplier

    Note:
    This role must be provided to the sn_slm.contact user.

    As a supplier, you can use the predefined topics (chatbot conversations) that are designed to help you complete self-service tasks. You can manage a profile, manage users, submit a request, track request status, or connect to a live agent by using contextual generative AI capabilities.

    To start a conversation, navigate to All > Supplier Lifecycle Operations > Supplier Collaboration Portal and select the Virtual Agent chat icon.

    You can also select Show all my options to access the following predefined topics.

    Available predefined topics

    Update banking details
    As a supplier contact, you can update your existing bank details or submit a new one by selecting Show all my options > Update banking details. You could also directly start entering the instructions. You must enter the email address that is associated with your organization's account to update your bank details. You must upload proof of the beneficiary's bank account to edit the request.
    Update location details
    As a supplier contact, you can add a location or remove an existing one by selecting Show all my options > Update location details. You could also directly start entering the instructions. For example, enter Add new location details in the chat to add a location. Select a country from the list and follow the prompts in the chat to complete the procedure.
    Update profile details
    As a supplier contact, you can update the profile details by selecting Show all my options > Update profile details. You could also directly start entering the instructions. Select Edit request to update the profile details and enter the profile details that you want to update. Follow the prompts in the chat to complete the procedure.
    Submit a request
    As a supplier contact, you can submit a request by selecting Show all my options > Submit a request. You could also directly start entering the instructions. Enter Supplier inquiry in the chat, describe the case, and select a supplier contact from the list to create a request.
    Track request status
    As a supplier contact, you can track a request status by selecting Show all my options > Track request status. You could also directly start entering the instructions. For example, enter I want to know the status of SCASE0001156 in the chat to view the status of the request.
    Enroll a new user
    As a supplier contact, you can enroll a new user by selecting Show all my options > Enroll a new user. You could also directly start entering the instructions. Enter the work email address of the new user and select if you want this new user as the primary contact.
    Remove user account
    As a supplier contact, you can remove a user account by selecting Show all my options > Remove user account. You could also directly start entering the instructions. Enter the name of the user or the email address of the user account that you want to remove. Enter the email address of the user who will take over the tasks that were delegated to the removed user. You must also provide a reason for offboarding this user.
    Request access change
    As a supplier contact, you can request an access change by selecting Show all my options > Request access change. You could also directly start entering the instructions.
    Note:
    Only a secondary contact can request an access change.
    Select the urgency of the access change, such as low, moderate, or high. Enter the reason for requesting the access change from secondary to primary.
    Connect to a live agent
    As a supplier contact, you can connect to a live agent by selecting Show all my options > Connect to a live agent. Select Supplier management team to connect to a live agent.

    Additional Information

    Now Assist in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes supplier contacts more comfortable with talking to a bot. To learn how a conversation that is powered by generative AI might look in Virtual Agent, see Using Now Assist in Virtual Agent.

    As an administrator, you can use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool. To learn more, see . Now Assist in Virtual Agent Analytics calculates the conversation deflection rate that is based on the resolution status associated with Now Assist query responses. For more information, see .

    For detailed information on Now Assist in Virtual Agent in general, and Now Assist for SLO in particular, see Explore Now Assist for Supplier Lifecycle Operations (SLO).

    For information on configuring Now Assist for SLO, see Configure Now Assist for Supplier Lifecycle Operations (SLO).