Generative AI - Virtual Agent Conversational Catalog

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 help ServiceNow Impact customers identify catalog request items that are compatible with conversational experiences in the Virtual Agent. It provides structured guidance and personalized insights through interactions with the ServiceNow Impact Platform Architect. This Accelerator is available exclusively for Impact Advanced and Total packages.

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    Customer Engagement and Sessions

    • Introductory Session (up to 120 minutes): Preparation via an intake questionnaire, review of initiative goals, expectations, and an overview of the conversational catalog and Virtual Agent user experience.
    • Current State Working Session (up to 120 minutes): Discussion and review of selected catalog items and their current conversational compatibility.
    • Recommendation Session (up to 120 minutes): Presentation of best practices for catalog item design to support conversational experiences, tailored recommendations for evolving non-conversational items, and discussion of implementation next steps and measurement techniques.
    • Optional Follow-up Session (up to 60 minutes): Q&A opportunity related to guidance and next steps.

    Deliverables

    • Workshop slides summarizing the sessions.
    • Insights on conversational compatibility for selected catalog items.
    • Recommended next steps to enhance conversational capabilities.
    • Identification of required customer resources for collaboration.

    Customer Roles and Responsibilities

    Successful engagement requires involvement from specific customer roles:

    • Platform Owner: Oversees platform governance, aligns with business strategy, and leads system administrators.
    • Platform Administrator: Manages day-to-day platform administration and implements catalog configurations.
    • Catalog Owner: Responsible for catalog taxonomy and item management.
    • Master Services Provider/Vendor Lead: Included if third-party partners are involved in catalog design or development.

    Prerequisites and Required Information

    • Installation of AI Search and preferably Now Assist in AI Search or Virtual Agent Conversational Catalog Overview Dashboard.
    • If Now Assist for conversation request submission is installed, the Catalog Conversational Experience plugin is included by default.
    • Completion and submission of the intake questionnaire at least one week before the introductory session.
    • Access to Impact materials such as Customer Impact Plan, Architecture Blueprint, and Product Adoption Roadmaps.

    Scope and Limitations

    This Accelerator focuses on assessing and recommending conversational compatibility for catalog items and does not include:

    • Technical remediation or implementation of non-conversational catalog items.
    • Catalog item design reviews unrelated to conversational compatibility.
    • General catalog design not tied to conversational experiences.

    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, Blue Print, 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