--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Content Understanding # Content Understanding {#ariaid-title1} Release version: Australia Updated July 12, 2026 ![](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 Content Understanding Content Understanding is an AI-powered ServiceNow capability designed to extract and summarize information from documents and images, enabling teams to act on insights more quickly. Formerly known as Assist in Document Intelligence, this feature retains all existing functionality under its new name. It supports a range of skills, AI agents, and workflows to automate data extraction and analysis. Show full answer Show less ## Key Features * **AI-driven extraction and summarization:** Automates the processing of diverse document types and images to provide actionable summaries and data. * **Configurable skills and agents:** Allows setup and customization of AI skills and workflows tailored to specific business needs. * **Day-to-day usability:** Provides guidance for working with extracted data, question-and-answer results, summaries, and AI agent outputs. * **Supported file types and technical details:** Documentation is available to help configure and optimize use based on supported formats and limits. ## Important Considerations * **Regional and regulatory availability:** Certain AI models and features may be unavailable in specific regions, regulated markets, or data center environments such as FedRAMP, NSC DOD IL5, or Australia IRAP-Protected zones. Customers should verify availability regularly. * **AI limitations:** As with all AI and machine learning technologies, outputs may not always be fully accurate or appropriate. ServiceNow advises customers to thoroughly test and oversee AI results and avoid sole reliance on AI for critical decisions, especially in sensitive sectors like healthcare, finance, or security. * **Data processing and privacy:** Data is transferred from customer instances to centralized ServiceNow environments or third-party cloud providers like Microsoft Azure, following strict internal policies and compliance standards. Customers can control data collection and opt out of future data use for ServiceNow AI improvements. ## Practical Implications for ServiceNow Customers By implementing Content Understanding, customers can significantly streamline document processing workflows, reduce manual data entry, and accelerate decision-making. However, it is essential to confirm feature availability for your region and regulatory environment, implement appropriate human oversight, and manage data privacy settings to align with organizational policies and compliance requirements. Content Understanding uses AI to extract and summarize information from documents and images, so teams can act on results faster. ## Get started {#content-understanding-landing__cf-app-landing-get-started} Important: Now Assist in Document Intelligence has been renamed to Content Understanding. This renaming does not impact any functionality, and existing and new implementations continue to work without changes. |-|-| | [ExploreLearn what Content Understanding is, what problems it solves, and which skills are available.](https://www.servicenow.com/docs/jRqlMlSxIXvcjkaUPjhmTw "Content Understanding brings generative AI to document and visual processing, so you can extract, analyze, summarize, and answer questions about the content in your files.") | [ConfigureSet up Content Understanding skills, AI agents and workflows.](https://www.servicenow.com/docs/BvLx_Wr02I7wTsJmyX9M2A "Configure the capabilities in Content Understanding to extract, analyze, and answer questions about your document and visual content.") | | [UseFind day-to-day guidance for working with extracted data, Q\&A results, summaries, and agent output.](https://www.servicenow.com/docs/akoviWS0aDERCnPA6~OmnA "Use Content Understanding to process and extract meaning from unstructured content in your ServiceNow instance. This section provides an overview of the workflow and links to the tasks required to complete the process.") | [ReferenceLook up supported file types, limits, and other technical details for each capability.](https://www.servicenow.com/docs/SWz_nYF8qXQlaZWbOq9RKw "Reference topics provide additional information about the lists and forms that you use to configure and administer Content Understanding.") | [ ] {#content-understanding-landing__table_kk3_qs5_wjc} 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#content-understanding-landing__na-in-country-notice} * 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#content-understanding-landing__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#content-understanding-landing__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#content-understanding-landing__ul_j3b_4vd_wcc} ## AI limitations {#content-understanding-landing__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.{#content-understanding-landing__p_kv2_nfg_h1c} ## Data processing {#content-understanding-landing__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).{#content-understanding-landing__p_lv2_nfg_h1c} Note: Controls are available to enable or disable data collection and data processing. ## Data collection {#content-understanding-landing__id_hq2_xbr_z3c} 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/DzGSpaSodzXHT~j43IafOw "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").{#content-understanding-landing__p_jv2_nfg_h1c} For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/gtFvwZPPzd_OqzCJiNJYgw "Take advantage of artificial intelligence-based tools to prioritize and automate routine tasks,  detect major incidents, and surface insights.").{#content-understanding-landing__p_pv2_nfg_h1d}