Catalog Agent for Premium chat
The Catalog Agent for Premium chat uses AI Agent conversation through Now Assist to guide requesters through a conversational catalog request.
The Catalog Agent interprets the catalog item requester's intent, asks targeted follow-up questions in a conversational flow, and determines what information to collect next based on previous responses.
Requesters interact with the Catalog Agent through natural language, responding to prompts as they would in a chat. The Catalog Agent maps those responses to the correct catalog item variables and compiles them into a completed request when the conversation concludes.
Key benefits
The Catalog Agent offers the following benefits:
- Displays one question or a small set of related questions at a time, rather than a full page of fields by surfacing one question or a small set of related questions at a time, rather than a full page of fields.
- Seeks clarification when a response is ambiguous or incomplete before moving on.
- Handles field branching automatically, so requesters see only the questions relevant to their specific situation.
- Enables requesters to express needs in plain language without requiring familiarity with catalog item structure or field naming conventions.
- Supports more variable types in Premium chat sessions, providing broader AI Agent coverage for catalog item requests.
- Provides a consistent conversational experience across portals and the Now Assist panel without requiring users to switch interfaces.
Considerations
Consider the following when using the Catalog Agent:
- The Catalog Agent requires catalog items to be configured to support the conversational request flow. Not all catalog items support agent-based intake by default.
- Now Assist must be active on the instance for the Catalog Agent to function.
- AI-generated responses during the conversation reflect the information provided by the requester. Catalog managers must review variable mappings to verify the Catalog Agent collects the correct data for each item.
Parent Topic:Conversational catalog item requests