@RajathP ,
Out of the box, the Document Services capability in the ServiceNow platform allows you to compare document versions and clearly highlight changes such as added, removed, or modified content. This native feature provides a structured redline-style comparison between two versions of the same document.
Where AI becomes valuable is when you need to compare multiple documents within a single submission—for example, an entire document set where older and newer versions must be captured, interpreted, and routed. Agentic AI can orchestrate this process by automatically looping through all documents in the set, identifying which ones need comparison, and preparing them for version analysis.
To ensure operational discipline, a Playbook can be added on top of this workflow. The Playbook will guide the user or process owner through each required step based on the business rules—uploading documents, validating formats, triggering comparisons, reviewing outputs, and closing the process with governance and traceability.
In summary, the combined approach looks like this:
– Use a Playbook to enforce the business process and ensure all required steps are followed.
– Use Agentic AI to automatically handle and iterate through multiple documents within a single request (document sets).
– Use Document Services to perform the actual out-of-the-box document version comparison.
You can find more details on the Document Services compare feature here:
https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/document-services/tas...
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