--- sourceDocument: Zurich Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/intelligent-experiences Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Generative AI Controller # Generative AI Controller {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Generative AI Controller Generative AI Controller enables ServiceNow customers to integrate third-party large language models (LLMs) directly into their workflows. This integration supports AI-generated text creation and sentiment analysis, which can be leveraged through Workflow Studio and Virtual Agent Designer to build advanced, customized AI-driven workflows and scripts. Show full answer Show less ## Key Features * **Direct LLM Integration:** Connect external large language models seamlessly with ServiceNow workflows. * **Custom Use Cases:** Utilize Workflow Studio and Virtual Agent Designer to create tailored AI applications such as text generation and sentiment analysis. * **Configuration and Management:** Configure provider capabilities of the Generative AI Controller to suit your organization's needs. * **Support Resources:** Access troubleshooting help, the ServiceNow Community, Known Error Portal, and Customer Service for assistance. ## Important Considerations * **AI Limitations:** AI output may not always be accurate or appropriate. Customers must test, evaluate, and apply human oversight before relying on AI-generated content, especially in sensitive or high-impact environments (e.g., healthcare, finance, legal). * **Compliance:** Usage must comply with ServiceNow's AI Acceptable Use Policy, which is subject to updates. * **Data Processing:** Data will be transferred from customer instances to centralized ServiceNow environments and potentially third-party cloud providers following ServiceNow's internal policies and compliance standards. * **Data Collection and Privacy:** ServiceNow collects inputs, outputs, and edits to improve AI technologies. Customers have the option to opt out of data collection at any time. Use Generative AI Controller to integrate third-party large language models (LLMs) with your workflows. ## Get started {#generative-ai-controller__section_tc5_2v3_wwb} Get started with Generative AI Controller to integrate directly with external LLMs. With Workflow Studio and Virtual Agent Designer, you can create your own use cases for AI-generated text and sentiment analysis, including advanced workflows and custom scripts. |-|-| | [Explore Explore Generative AI concepts and terminology.](https://www.servicenow.com/docs/TYkRymt7JGnkUUbiDlV_Vw "Learn more about generative AI concepts and how to integrate third-party generative AI into the ServiceNow AI Platform to create content, summarize task records, and analyze user sentiment.") | [Configure ![]() Configure Generative AI Controller provider capabilities.](6B3jwnxim10vaq8OOmBtWg "Configure Generative AI Controller providers and capabilities.") | | [Reference ![]() Reference for Generative AI Controller.](5K6zh0jvqKy2O6lQnYb6fw "Reference topics provide information about Generative AI Controller tables, and properties.") | | [ ] {#generative-ai-controller__table_uc5_2v3_wwb} ## Troubleshoot and get help {#generative-ai-controller__section_yc5_2v3_wwb} * [ServiceNow Community](https://www.servicenow.com/community/ai-intelligence-articles/tkb-p/ai-platform-kb) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#generative-ai-controller__ul_zc5_2v3_wwb} ## AI limitations {#generative-ai-controller__id_mpg_qgn_xyb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#generative-ai-controller__p_kv2_nfg_h1c} ## Data processing {#generative-ai-controller__id_w3h_qgn_xyb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#generative-ai-controller__p_lv2_nfg_h1c} ## Data collection {#generative-ai-controller__id_qcq_4gn_xyb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/AzXmCtKZv67HkI5yL8rSKA "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#generative-ai-controller__p_jv2_nfg_h1c}