Generative AI - Virtual Agent Conversational Catalog

  • Release version: Xanadu
  • Updated September 5, 2024
  • 2 minutes to read
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    Summary of Generative AI - Virtual Agent Conversational Catalog

    The Generative AI - Virtual Agent Conversational Catalog Accelerator is designed to assist Impact customers in identifying catalog request items that are compatible with the conversational experience offered by the Virtual Agent. This accelerator includes personalized sessions with ServiceNow Impact Platform Architect and detailed insights into catalog conversational coverage. It is available for Impact Advanced and Total package customers.

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    Key Features

    • Introductory Customer Session: A 120-minute session to discuss customer objectives, set expectations, and provide an overview of the conversational catalog and Virtual Agent user experience.
    • Current State Working Session: A 120-minute review of the selected catalog items and their existing conversational capabilities.
    • Recommendation Session: A 120-minute session to discuss best practices for item design, tailored recommendations for enhancing conversational catalog items, and next steps for implementation.
    • Follow-Up Session: An optional 60-minute session for Q&A regarding the guidance provided and future steps.

    Key Outcomes

    Deliverables from the accelerator include workshop slides, insights on conversational compatibility for catalog items, recommended next steps, and any requested customer resources, which vary based on the Accelerator and customer specifics. Key roles required for participation include:

    • Platform Owner: Oversees the ServiceNow platform and ensures alignment with business strategy.
    • Platform Administrator: Manages the day-to-day operations of the ServiceNow platform.
    • Catalog Owner: Responsible for the overall organization and structure of the catalog.
    • Master Services Provider/Vendor Lead: Involved if a third-party partner is contributing to catalog design or development.

    Prerequisites include the installation of AI Search and ideally, Now Assist for AI Search and Virtual Agent, along with the completion of an Intake Questionnaire prior to the introductory session. Note that technical remediation of non-conversational items is not included in this Accelerator.

    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, Value Blueprint, 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