Now Assist in Document Intelligence (Legacy)

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist in Document Intelligence (Legacy)

    Now Assist in Document Intelligence (Legacy) by ServiceNow enables customers to leverage generative AI to extract key information from digital documents and integrate this data into automation workflows. This capability facilitates more efficient document processing by automating data extraction and interpretation.

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    Important: This legacy application is being replaced by the ServiceNow® Content Understanding application, which offers enhanced multimodal generative AI capabilities for processing documents and images, including extracting data, answering natural language queries, and generating summaries from unstructured content.

    Key Features

    • Generative AI Skills: Includes AI-driven tools to analyze and extract relevant information from documents.
    • Configuration and Activation: Customers can activate and configure AI skills within their ServiceNow environment to tailor the solution to their needs.
    • Integration: Extracted data can be used directly in automation workflows to streamline processes.

    Availability and Licensing Considerations

    • Access to features and AI skills depends on the customer’s ServiceNow license tier.
    • Some AI model providers and features may be restricted or unavailable for customers in certain regions, data centers (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or regulated markets.
    • Customers should consult relevant knowledge base articles for current availability and restrictions.

    AI Limitations and Usage Guidelines

    • The AI models rely on pattern recognition and may not always provide fully accurate or complete results.
    • Customers must evaluate AI outputs carefully, apply human oversight, and avoid sole reliance on AI for critical decisions, especially in sensitive sectors like healthcare, finance, legal, and security.
    • Use of the application is subject to ServiceNow’s AI Acceptable Use Policy.

    Data Processing and Privacy

    • Data processed through this application is transferred from customer instances to centralized ServiceNow environments, which may be located in different regions or use third-party clouds such as Microsoft Azure.
    • ServiceNow handles data according to strict internal policies and compliance standards.
    • Inputs, outputs, and any edits made via the application are collected to improve ServiceNow AI technologies, though customers can opt out of future data collection.

    Support and Resources

    • Customers can access troubleshooting help, real-time training, and community forums related to AI and ServiceNow solutions.
    • Known issues and error articles are available through the Known Error Portal to assist with problem resolution.
    • Customer Service and Support channels are available for additional assistance.

    With ServiceNow® Now Assist in Document Intelligence, you can use generative AI to get key information from digital documents into your automation workflows.

    Get started

    Important:
    The ServiceNow® Content Understanding application replaces Now Assist in Document Intelligence. It brings multimodal generative AI to document and image processing, extracting key data, answering natural-language questions, and generating summaries from unstructured text, tables, and images. For more information, see Content Understanding.
    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    None of the Advanced AI and Data Products provide legal or professional advice. The outputs provided by the Advanced AI and Data Products are for informational purposes only and are not a substitute for advice from a qualified professional. Customer assumes all responsibility and obligations with respect to any decisions, advice, conclusions, legal opinions, recommendations made or given as a result of the use of the services, including without limitation, any decision made, or action taken by Customer in reliance upon the Advanced AI and Data Products.

    The Advance AI and Data Products and services do not and are not intended to constitute legal advice and do not create an attorney-client relationship.

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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. In addition, this application will collect information extracted from documents. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.