ServiceNow AI Lens: Bringing Visual Intelligence to Forms, Service Portals, and Mobile Experiences

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In today’s enterprise workflows, a large part of critical information still lives outside structured systems—embedded in screenshots, images, handwritten notes, PDFs, emails, and application screens. Manually interpreting this data and entering it into ServiceNow forms increases operational effort and often introduces errors and inconsistency.

ServiceNow AI Lens changes this paradigm by bringing visual intelligence directly into the flow of work. Powered by vision-language models and tightly integrated with the ServiceNow platform, AI Lens enables users to scan, understand, and act on visual data across forms, service portals, mobile experiences, and automated workflows—all with minimal setup and no training.

ServiceNow AI Lens is a Now Assist–powered application that allows users to capture screens, images, documents, and attachments, extract insights using AI, and seamlessly apply those insights back into ServiceNow workflows.

Intelligent Forms: From Screenshots to Structured Records

One of the most powerful capabilities of AI Lens is its deep integration with ServiceNow forms.

Create and Update with Lens

AI Lens introduces “Create with Lens” and “Update with Lens” actions directly on ServiceNow tables. Users can:

• Capture screenshots or scan documents from their desktop

• Let AI Lens extract relevant information

• Automatically populate supported form fields

• Review and edit data before saving

This dramatically reduces manual data entry for scenarios like:

• Incident creation from monitoring dashboards

• Expense submissions

• Insurance claims and KYC onboarding

• User and asset record creation

Because AI Lens respects table context, supported field types, and role-based access, it ensures accuracy, compliance, and control while accelerating fulfillment

Portal Pages: Visual AI for Requestors

AI Lens is not limited to agent experiences—it extends naturally into Service Portals.

By triggering AI Lens from service portal UI actions, organizations can enable requestors to:

• Upload or capture images and documents

• Provide instructions in natural language

• Preview extracted information before submission

• Submit structured requests with higher accuracy

This is especially impactful for employee and user-facing portals, where reducing friction and rework is critical. Whether it’s submitting a damaged asset request, uploading compliance documents, or raising a service request with screenshots, AI Lens makes self-service smarter and more intuitive.

Mobile Integration: AI Lens on the Go

Modern work doesn’t happen only on desktops—and neither does AI Lens.

Through Now Mobile and Virtual Agent integration, AI Lens enables mobile users to:

• Capture photos using their device camera

• Upload existing images

• Analyze content using AI Lens

• Populate records data directly from mobile

For field technicians, operations teams, and frontline employees, this unlocks powerful use cases such as:

• Incident creation from photos

• Insurance claim initiation from accident sites

• Equipment inspections and compliance checks

All while maintaining enterprise security, authentication, and governance.

Lens Actions: Where AI Lens Becomes Truly Powerful

At the heart of AI Lens lies Lens Actions—a configuration-driven way to control how AI Lens behaves across different entry points.

What Are Lens Actions?

Lens Actions allow admins to define:

• Default instructions for AI

• Trigger points (Desktop, Instance)

• Context awareness using table schemas and fields, scripting

• Response transformation logic

• Post-processing actions like flows, subflows, or AI agents

Standalone Usage: Instant Insights

Not every scenario starts inside ServiceNow—and AI Lens is designed with that reality in mind. In addition to its deep in-platform integrations, ServiceNow AI Lens can be used as a standalone desktop application to quickly extract insights from visual data, even before a record or workflow exists.

With standalone usage, users can launch AI Lens directly from their desktop, capture screenshots, images, documents, websites, or applications, and ask natural language questions such as:

• “Explain this dashboard”

• “Extract key fields and present them in JSON”

• “Identify errors and recommend next steps”

AI Lens analyzes the visual data and presents an preview of extracted insights, allowing users to copy results.

Standalone mode makes AI Lens a powerful everyday productivity tool, enabling users to turn visual information into actionable intelligence—anytime, anywhere—without disrupting how they work.

One Experience, Multiple Entry Points

What truly differentiates AI Lens is its experience-layer flexibility:

• Desktop app for rich capture and preview

• Native form actions in Core UI

• Portal and Virtual Agent integration

• Now-Mobile integration

All of this is achieved with minimal setup, role-based governance, auditability, and enterprise-grade security, aligning perfectly with ServiceNow’s platform-first approach.

ServiceNow AI Lens bridges the long-standing gap between visual data and structured workflows. By seamlessly integrating with forms, portals, mobile experiences, and automation frameworks, it empowers users to work faster, smarter, and with greater confidence.

As enterprises increasingly deal with unstructured and visual information, AI Lens becomes a foundational capability—turning screenshots into signals and images into action.

Videos:

ServiceNow AI Lens: https://youtu.be/wgwmwpMx9JI

Fill with Lens in Catalog Items: https://youtu.be/cBoQOj4XFp0

Mobile Form Filling using AI Lens: https://youtu.be/DDsOCPwfxNk

Lens Actions: https://youtu.be/EB-HnF0qkCs

Expense Report submission using Lens Actions: https://youtu.be/B_LZUlUXk6Q