--- 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 --- # ServiceNow AI Lens # ServiceNow AI Lens {#ariaid-title1} Release version: Australia Updated March 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 ServiceNow AI Lens ServiceNow AI Lens is an AI-powered application within the ServiceNow platform that leverages generative AI to scan, extract, comprehend, and synthesize data to optimize workflows. It is powered by Azure OpenAI GPT-4o large language model (LLM) and enables users to analyze captured screens to enhance data-driven processes. Show full answer Show less ## Key Features * **Data Analysis and Workflow Optimization:** AI Lens helps automate and improve workflows by understanding and processing data captured from screens. * **Configurable Application:** Customers can configure the AI Lens application to suit their specific use cases and operational environments. * **Comprehensive Support Resources:** ServiceNow provides extensive documentation and community support, including troubleshooting guides, known error portals, and customer service options. ## Usage Considerations * **Data Sensitivity:** Customers must avoid scanning personally identifiable information or sensitive data (e.g., medical or financial reports) to prevent exposing such information to the AI model. * **Regulatory Restrictions:** Some AI features, including AI Lens, are not available in certain restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or other regions. Customers should verify availability based on their deployment region. * **AI Limitations:** As an AI and machine learning-based application, AI Lens may not always produce fully accurate or appropriate results. Customers are responsible for testing outputs, applying human oversight, and not relying solely on AI-generated decisions, especially in critical domains like healthcare, finance, and security. ## Data Processing and Privacy * Data processed by AI Lens is transferred from customer instances to a centralized ServiceNow environment, which may include third-party cloud providers such as Microsoft Azure. * ServiceNow adheres to internal policies and compliance standards governing data handling and privacy. * ServiceNow collects inputs, outputs, and edits from AI Lens usage to improve its AI technologies and models. Customers have the option to opt out of this data collection at any time. ## Next Steps for Customers * Review and configure the AI Lens application according to your organizational needs. * Ensure compliance with data sensitivity guidelines and regional availability. * Test AI Lens outputs thoroughly, especially before applying them in sensitive or high-impact areas. * Leverage ServiceNow support resources for troubleshooting and best practices. With ServiceNow AI Lens, which is a ServiceNow® AI application, you can use generative AI to scan, extract, comprehend, and synthesize data to optimize your workflows. ## Get started {#servicenow-lens-landing-page__cf-app-landing-get-started} |-|-| | [ExploreLearn about ServiceNow AI Lens concepts and features.](https://www.servicenow.com/docs/qErEnwownktndozVKcANoA "ServiceNow AI Lens is a ServiceNow AI application that uses generative AI to scan images and screens, extract information, understand visual data, and take action—such as automatically filling in forms with scanned information—to help improve your workflows.") | [ConfigureConfigure the ServiceNow AI Lens application to get started.](https://www.servicenow.com/docs/hsUx9Gnce8BHUGjlLOjyFA "If you have the admin role, you can enable the ServiceNow AI Lens application (sn_ai_lens) to extract and comprehend data for various workflows.") | | [Use Capture screens to analyze, comprehend, and use data.](https://www.servicenow.com/docs/NTuRViivkIJDkTKCvIr1GA "If you have a lens_user role, and have activated the ServiceNow AI Lens skill, you can use the ServiceNow AI Lens application to capture screens or upload files, extract and comprehend data from the captured screenshots or uploaded files, auto-fill form fields, or preview the extracted data.") | [ReferenceGet details about ServiceNow AI Lens components, such as roles, tables, and limitations.](https://www.servicenow.com/docs/i4FXb5Dvgd_DOZ1LUrOmeA "Reference topics provide additional information about the roles and tables that are installed with the ServiceNow AI Lens application.") | [ ] {#servicenow-lens-landing-page__table_rc5_b15_42c} Important: * Some ServiceNow 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. * Some ServiceNow AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases. * Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information. * ServiceNow AI Lens currently uses Azure OpenAI GPT-4o LLM. {#servicenow-lens-landing-page__ul_mdp_cnr_dfc} ## Troubleshoot and get help {#servicenow-lens-landing-page__cf-app-landing-get-help} * [Workflow Automation product on the ServiceNow Community](https://www.servicenow.com/community/workflow-automation/ct-p/workflow-automation) * [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) {#servicenow-lens-landing-page__ul_u5z_b1s_fzb} ## AI limitations {#servicenow-lens-landing-page__section_okq_skc_r1c} 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.{#servicenow-lens-landing-page__p_kv2_nfg_h1c} ## Data processing {#servicenow-lens-landing-page__section_pkq_skc_r1c} 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).{#servicenow-lens-landing-page__p_lv2_nfg_h1c} ## Data collection {#servicenow-lens-landing-page__section_qkq_skc_r1c} 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 about scripts (and associated script records) in which ServiceNow Otto for code generation is called. 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."). 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.").