ServiceNow AI Lens features
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Summary of ServiceNow AI Lens features
ServiceNow AI Lens enables users to analyze and extract actionable insights from various types of visual data, including images, handwritten notes, Excel sheets, emails, web pages, and documents. It automates data capture and auto-fills form fields across ServiceNow platforms to improve efficiency and accuracy in record creation and updates.
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Key Features
- Data Capture and Analysis: Scan or upload visual data such as screenshots, emails, or expense bills to extract relevant information and auto-populate ServiceNow forms.
- Browser and Desktop Access: Use AI Lens directly in your browser without installation or leverage the full-featured desktop application for enhanced capabilities.
- Multiple Screenshots and File Uploads: Capture multiple images or upload files in bulk to consolidate and analyze data collectively, such as creating combined expense reports.
- Instruction-Based Custom Analysis: Provide specific instructions during or after data capture to customize how AI Lens organizes and processes the extracted data.
- Integration with ServiceNow Instances: Launch AI Lens from within ServiceNow to automatically fill form fields when creating or updating records.
- Lens Actions for Customization: Define Lens actions to specify default behaviors, trigger options, context, and post-processing logic—tailoring data extraction and form population for particular tables and use cases.
- Excel Auto-Mapping: Automatically map Excel sheet columns to ServiceNow table columns, review mappings, and import data into tables efficiently.
- Virtual Agent Integration: Trigger AI Lens from Virtual Agent conversations to extract and analyze data seamlessly within chat workflows.
- Back-End Service Usage: Use Lens actions programmatically as client or server services, enabling automated image analysis and data extraction within custom scripts, flows, portals, or workspace forms.
- Image Attachments: Attach source images to records filled by AI Lens to maintain traceability and facilitate later review of extracted data sources.
- Standalone Application: Use AI Lens as a standalone app for previewing extracted data and insights after connecting to a ServiceNow instance.
- Mobile Application Support: Trigger AI Lens from the Now Mobile® app to extract data from attachments and autofill mobile form fields quickly.
- Service Portal Integration: Auto-fill Catalog Item forms in the Service Portal by extracting data from one or more artifacts, streamlining service request submissions.
Key Outcomes
- Accelerate data entry by automating form field population from diverse visual sources.
- Improve data accuracy and consistency by leveraging AI-driven extraction and mapping capabilities.
- Enhance user experience across platforms including desktop, browser, mobile, Virtual Agent, and Service Portal.
- Enable customization and integration flexibility via Lens actions to fit unique organizational workflows and data models.
- Maintain transparency by attaching source images to records for audit and verification purposes.
Learn about the various ServiceNow AI Lens features to help you get started with analyzing and gathering insights from the visual data.
ServiceNow AI Lens offers the following features:
- Capture data
- Scan and get actionable insights from visual data such as images, scanned handwritten notes, Excel sheets, web pages, or any document that provides visual data.
For example, ServiceNow AI Lens can scan an email and auto-fill the fields on the Incident form.
Figure 1. Scan and capture data from email - Use ServiceNow AI Lens from your browser or the desktop application
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Get started with ServiceNow AI Lens directly from your browser — no downloading or installation required. Capture your screen or upload one or more files, and let ServiceNow AI Lens analyze the contents and auto-fill your form fields. For the full range of capabilities, open the ServiceNow AI Lens desktop application if it is already installed, or download and install it.
Figure 2. Capture browser contents Figure 3. Use your browser to upload files - Upload files
- Get actionable insights from the files that you upload. You can upload files by adding or dragging and dropping.
For example, upload copies of all expense bills from your business trips in the last six months. Instruct ServiceNow AI Lens to organize the expense amounts under their respective headings such as food, airfare, cab, and laundry.
Figure 4. File upload window - Provide instructions to analyze data in a specific way
- Provide instructions to analyze the data in the screenshots or files after selecting the Edit (
) icon and entering additional instructions. For example, you can capture screenshots or upload copies of expense bills from your business trips in the last six months. Provide instructions to arrange the expense bill
amounts by date and expense category.Figure 5. Enter instructions while you capture screenshots Figure 6. Provide instructions after capturing screenshots or uploading files - Capture multiple screenshots
- Capture multiple screenshots to analyze and gather data from various images.
For example, ServiceNow AI Lens can scan multiple bills so that you can submit a consolidated invoice report.
Figure 7. Icon showing the number of screenshots captured Figure 8. Preview window showing consolidated summary - Launch from ServiceNow instance
- Launch ServiceNow AI Lens from a ServiceNow instance to fill the extracted data automatically into the form fields while you’re creating or updating records.
- Use Lens actions to customize Lens behavior
- You can use Lens actions that define Lens behavior depending on how ServiceNow AI Lens is triggered and what context is set. You can define default instructions, trigger options, custom context, transform response logic, and post processing instructions for the Lens execution. With
Lens actions, you can customize how a classic form is auto-filled using ServiceNow AI Lens or what data must be extracted for preview and post process the LLM response. For more information, see Customize ServiceNow AI Lens behavior by creating a Lens action.
For example, you can define a Lens action that is used when Lens is triggered from an instance to populate a form of a particular table. You can also define which form fields must be populated.
Figure 9. Home screen showing Lens actions - Auto-map Excel sheet column headers with ServiceNow table columns
- Define a Lens action that specifically lets ServiceNow AI Lens to auto-map the column headers of an Excel sheet with the columns of a ServiceNow table. Review and update the mapping, if required, and then insert the Excel sheet data into the table.
Figure 10. Excel sheet column headers auto-mapped with table columns - ServiceNow AI Lens in Virtual Agent
- Trigger ServiceNow AI Lens from a Virtual Agent conversation by using ServiceNow AI Lens topic in Virtual Agent. For more information, see Enabling ServiceNow AI Lens in Virtual Agent and Extract and analyze data using ServiceNow AI Lens from Virtual Agent.
- Use as a back-end service
- As part of your integration logic, configure a Lens action as one of the steps to invoke a ServiceNow AI Lens service from any part of the ServiceNow AI Platform, such as a workspace form or a portal.
For your own use cases, you can leverage Lens actions for using Lens as a service in the following ways:
- Client service: Launch the Lens client to scan and analyze images. For example, you can configure a UI action on a workspace form or a service portal to launch the Lens client. For more information, see KB2492775.
- Server service: Use Lens as a service to analyze the provided images without launching the Lens client. For example, you can call Lens service from a Script Include or flow action to get the LLM response after analyzing the visual data. For more information, see Script include - AILensActionService.
- Attach images to a record
- View the captured images attached to the record that is auto-filled using ServiceNow AI Lens. You can later refer the attached images to understand the source of the record data. For more information, see Customize ServiceNow AI Lens behavior by creating a Lens action.
- Use as a standalone application
- Use ServiceNow AI Lens as a standalone application for previewing extracted data or getting insights. You must connect to a ServiceNow instance before you start using ServiceNow AI Lens. For more information, see Extract and analyze data with ServiceNow AI Lens desktop app.
- Autofill form fields in the Now Mobile® application
- Trigger ServiceNow AI Lens from Now Mobile® application to extract data from artifacts and autofill fields in a form on the Now Mobile® application.. For more information on creating or updating records in the Now Mobile® application, see ServiceNow AI Lens for mobile.You can add a ServiceNow AI Lens button to input form screens to allow users to quickly extract data from attachments and complete forms faster. For more information, see Configure a Lens launcher button.
- Autofill Catalog Item forms in Service Portal
- Autofill Catalog Item form fields by triggering ServiceNow AI Lens from Service Portal. ServiceNow AI Lens extracts data from one or more artifacts and auto fills the relevant fields in the form.. For more information on using ServiceNow AI Lens in the Service Portal, see Auto-fill catalog item form in the Service Portal.