Simplify Mobile Form Filling in ServiceNow with AI Lens
If you’ve ever tried completing long mobile forms in ServiceNow—especially out in the field—you know how tedious and error-prone it can be. Typing descriptions, measurements, and inspection details by hand isn’t just slow, it pulls users away from the actual work.
What if your mobile forms could fill themselves from a photo?
That’s exactly what ServiceNow AI Lens enables—and in this Platform Academy session, Sana Ali walks through how AI Lens transforms mobile form entry using image-based data extraction.
Why AI Lens for Mobile Forms?
Mobile users often work in environments where typing isn’t practical—factory floors, job sites, inspections, or maintenance work. Long questionnaires slow them down and increase mistakes.
AI Lens removes that friction by allowing users to:
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Take a photo directly from a mobile form
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Extract relevant data from the image
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Automatically populate form fields
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Review and submit with confidence
The result: faster submissions, fewer errors, and a dramatically better mobile experience.
What Is ServiceNow AI Lens?
AI Lens is a Now Assist capability that lets users send images to ServiceNow’s generative AI. On mobile input forms, it can:
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Read equipment labels, gauges, or inspection checkpoints
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Extract text, numbers, and values
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Auto-fill supported input fields like strings, numbers, choices, and dates
This feature is available on mobile input form screens and scripted screens, making it flexible across many use cases.
Getting Started: Prerequisites
Before enabling AI Lens on mobile forms, make sure you have:
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Instance on Yokohoma Patch 11 or Zurich Patch 4 (or later)
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AI Lens skill enabled in Now Assist Admin
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Proper user roles assigned for Lens access
AI Lens comes out of the box with existing Now Assist licenses—no extra plugins required specific to mobile. (Check with your account team for eligibility)
Enabling AI Lens on Mobile Input Forms
Once prerequisites are met, setup is straightforward:
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Create or open an Input Form Screen
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Ensure the presentation style is set to Screen
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Add a Function Instance to the screen
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Select the new function type: Lens Launcher
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Configure the button location and icon
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Save and refresh your mobile app
A new AI Lens button now appears on the form, allowing users to launch the camera and start scanning.
Real-World Demo: Auto-Filling an Inspection Form
In the session demo, Sana shows a multi-page “Create New Work” form used for equipment inspections.
With AI Lens:
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A technician snaps a photo of an HVAC unit
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AI extracts the short description and details
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Fields are auto-filled and labeled with AI indicators
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Users can edit any field manually before submission
This is especially powerful for inspections, maintenance, and safety checks where speed matters.
Advanced Controls with AI Lens Attributes
Admins can fine-tune how AI Lens behaves using button attributes:
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Custom Instructions
Guide AI on what to extract (e.g., “Extract short description only”) -
Max Number of Attachments
Limit how many images users can upload -
Hidden Attachment Sources
Control whether users upload from camera, files, or both -
Page-Wise Filling
Enable AI Lens on multi-page forms so users can scan different equipment per page
These controls make AI Lens adaptable to real-world workflows—not just demos.
Using AI Lens on Scripted Screens
AI Lens also works on scripted screens, such as questionnaires or task-driven flows.
With a small update to the script include:
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Set the presentation style to
screen -
Add a Lens Launcher button using the button instance builder
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Place the button in the top-right action area
Once enabled, even long scripted questionnaires can be populated from a single photo.
AI Lens Beyond Forms: Virtual Agent Support
AI Lens isn’t limited to forms. It’s also available in Virtual Agent, where users can:
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Upload images in chat
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Ask follow-up questions
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Get summaries, comparisons, or extracted details
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Continue conversations conversationally after the image is analyzed
This makes AI Lens especially useful for troubleshooting, onboarding, and knowledge discovery.
Pro Tips and Best Practices
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AI-filled fields are always editable—users stay in control
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Use custom instructions to guide extraction for complex forms
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Page-wise filling works best for inspections with multiple checkpoints
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AI Lens supports common input types; unsupported fields are skipped
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Always review AI output before submission in regulated workflows
Wrap-Up
AI Lens represents a major leap forward for mobile usability in ServiceNow. By turning photos into structured data, it eliminates busywork and lets users focus on the task at hand.
Whether you’re supporting technicians, inspectors, or frontline workers, AI Lens helps you build faster, smarter, and more human mobile experiences.
Catch the full Platform Academy session above and start simplifying mobile form filling today.
