Exploring Content Understanding

  • Release version: Australia
  • Updated August 7, 2026
  • 1 minute to read

    • 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.

    Content Understanding is a suite of multimodal AI features designed to analyze unstructured content such as PDFs, forms, and images. It transforms this content into structured, actionable data within the ServiceNow AI Platform. This suite includes a variety of skills, and agents that deliver answers, information, summaries, and more to enhance your workflows. By converting information from files into usable values, Content Understanding minimizes the need for manual data entry in your processes.

    Skills

    Content Understanding includes the following skills:

    Extract information from documents skill
    Extracts specific fields, tables, and answers to questions from documents and images. You can configure this skill and its use cases in the AI Admin Hub.
    Attachment summarization skill
    Summarizes the contents of record attachments alongside the record summary in workspaces such as ServiceNow Otto for ITSM and ServiceNow Otto for HRSD.

    AI agents

    Content Understanding includes Content insights AI agent. You can add this agent to an agentic workflow to process documents and images. You can configure this agent in AI Agent Studio.

    Configuration and usage of skills and AI agents

    The following table lists where each skill and AI agent is configured, along with where you can interact with them.

    Table 1. Content Understanding skills and AI agents
    Capability Configured in Where to interact
    Extract information from documents skill AI Admin Hub Workspace integrations
    Attachment Summarization skill AI Admin Hub ITSM Workspace, ServiceNow Otto for HRSD Workspace
    Content insights AI agent AI Agent Studio ServiceNow Otto for Virtual Agent (conversational) or trigger-based