Generative AI Controller release notes
Summarize
Summary of Generative AI Controller Release Notes - Yokohama
The ServiceNow® Generative AI Controller application empowers organizations to leverage generative AI capabilities by integrating third-party large language models (LLMs) within the ServiceNow AI Platform. This integration streamlines content generation, summarization, sentiment analysis, and prompt creation, enhancing user experience and reducing operational complexity. The Yokohama release introduces significant enhancements and updates to the Generative AI Controller, focusing on improved security, administration, and AI asset management.
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Key Features
- Integration with Azure OpenAI: Yokohama Patch 13 allows configuring a custom resource path for Azure OpenAI deployments with bring your own key (BYOK) models, supporting endpoints with additional path segments.
- Gen AI Log Access: Administrators can access the Gen AI log table to gain debugging insights, with HR-related records restricted to HR administrators for privacy.
- Enhanced AI Asset Inventory: AI Control Tower now tracks AI assets with new metadata fields in model and prompt configuration tables, providing visibility into AI asset status and lifecycle, including retirement dates.
- AI Model Version Mappings: Administrators can review mappings between AI model versions and providers, along with metadata such as skill type, model type, and resource associations.
- LLM Identification and Usage Control: The Gen AI Log Metadata table identifies which LLM model, version, and language was used for content generation. Additionally, Now Assist usage can be enabled or restricted per domain to control AI data processing.
- Global Model Selection: Now Assist administrators can select between GPT-4.0 and Now Assist LLM models globally, supporting regional compliance and addressing limitations for APAC users.
- Access Control for AI Agents and Workflows: ACLs can be configured in AI Agent Studio to control discovery and triggering of AI agents and agentic workflows, determining user roles and availability scope.
- PII Protection via Data Privacy Application: The application replaces the Sensitive Data Handler for anonymizing personally identifiable information (PII), with configuration managed through new tables and forms.
- Now Assist Usage Measurement Update: Transition from a 365-day look-back to a 365-day burn-down model with usage resetting on contract anniversary, affecting how usage is tracked and reported.
- Default Activation of Now Assist Skills: New installations turn on designated skills by default; during upgrades, unconfigured skills are automatically enabled, while previously disabled skills remain inactive.
Upgrade and Activation
Generative AI Controller is installed or updated automatically with any Now Assist application installation or update. If installation issues arise, customers are advised to consult the relevant knowledge articles or contact ServiceNow Support. Activation requires installing a Now Assist plugin, as the controller is a feature of the ServiceNow AI Platform.
Related ServiceNow Applications
Generative AI Controller integrates with multiple ServiceNow applications to enhance AI capabilities across the platform:
- Agent Chat: Enhances chat experiences for agents and requesters.
- AI Search: Provides intelligent search capabilities across portals and virtual agents.
- Customer Service Management: Supports multi-channel customer communication and service.
- Dynamic Translation: Facilitates real-time text translation for localization.
- Field Service Management: Manages field work orders and resource dispatch.
- HR Service Delivery: Centralizes employee service requests and workflows.
- Knowledge Management: Organizes and shares knowledge base articles.
- ITOM AIOps and ITSM: Monitor service health and manage IT services efficiently.
- Security Operations: Uses generative AI to accelerate security incident resolution.
- Workflow Studio and Configurable Workspace UI: Provide integrated workflow authoring and agent workspace tools.
Practical Benefits for ServiceNow Customers
- Seamless integration of third-party generative AI models enhances automation and user engagement.
- Improved administrative controls and logging foster better governance and compliance.
- Enhanced privacy features protect user data by anonymizing sensitive information.
- Flexible configuration options allow organizations to tailor AI usage per domain and region.
- Automatic skill activation improves out-of-the-box AI capabilities for new and existing customers.
- Comprehensive visibility into AI assets and model versions aids in lifecycle and resource management.
The ServiceNow® Generative AI Controller application enables you to use generative AI capabilities with third-party large language model (LLM) providers on the ServiceNow AI Platform. You can reduce complexity and enhance the user experience in your organization by generating and summarizing content, analyzing user sentiment, and writing unique prompts. Generative AI Controller was enhanced and updated in the Yokohama release.
Generative AI Controller highlights for the Yokohama release
- Review changes to Now Assist usage measurement.
- Some Now Assist skills, agents, and agentic workflows are on by default.
- Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
- Protect your users by configuring settings for anonymization of personally identifiable information (PII) with the Data Privacy application.
See Generative AI Controller for more information.
Important information for upgrading Generative AI Controller to Yokohama
Generative AI Controller is installed and updated when you install or update any Now Assist application. If you have issues installing or updating applications, see this knowledge article for steps that may address your issue. Otherwise, you can make a Support case.
New in the Yokohama release
- yokohama-patch-13
- Connect Generative AI Controller to your Azure OpenAI deployment by configuring a custom resource path in your bring your own key (BYOK) model configuration. Use this when your Azure OpenAI endpoint includes a path segment that Generative AI Controller does not add by default.
- Yokohama Patch 10
- Administrator access to Gen AI log
- Access the Gen AI log [sys_generative_ai_log] table to gain insights for debugging purposes. Records related to HR remain restricted to HR admins.
- Enhanced AI asset inventory
- Track the enhanced AI asset inventory through AI Control Tower using new metadata fields in the Model [sys_generative_ai_model_config] and Prompt [sys_generative_ai_config] tables. Gain better visibility into AI asset status and life-cycle details, such as retirement dates.
- Yokohama Patch 8
- AI Model Version Mappings
- Review the mappings between AI model versions, their providers in the Gen AI Model Version Mapping [sys_gen_ai_model_version_mapping] table. It shows mapping between source and target models, along with associated metadata, such as skill type, model type, resource associations, and provider information.
- Yokohama Patch 6
- Identify third-party LLM information
- Access the Gen AI Log Metadata [sys_gen_ai_log_metadata] table to identify which LLM model, version, and requested language was used to generate the AI content.
- Restrict LLM usage based on the domain
- Enable or disable Now Assist for each domain so that you can restrict the use of LLMs and avoid using AI for data processing, if needed.
- Yokohama Patch 1
- Global Model selection for conversational skills
- Enable Now Assist Admins to choose between GPT4.o and Now Assist LLM model for data routing at a global level. This ensures compliance with any regional restrictions and helpful for APAC users who may face limitations with US-based models, such as GPT-4.0.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
- Yokohama Patch 1
- Configure Data Privacy and Data Discovery to protect the personally identifying information (PII) of your users.
- Generative AI Controller has changed to use the Data Privacy application instead of the Sensitive Data Handler to help anonymize PII. The process for choosing what gets anonymized and how has shifted to different tables and forms that your administrator must configure for your organization.
Deprecations
The dependency on Sensitive Data Handler has been removed. Regular expressions that are configured with Sensitive Data Handler are applied to the Data Privacy application with a fix script when you upgrade to Yokohama.
Activation information
Generative AI Controller is a ServiceNow AI Platform feature that is available with activation of a Now Assist application. For details, see Installing Generative AI Controller and Install Now Assist plugins.