--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # User data usage policy for Now Assist # User data usage policy for Now Assist {#ariaid-title1} Release version: Brazil Updated September 10, 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 User data usage policy for Now Assist Now Assist is designed to securely handle user data while enabling AI-driven assistance within ServiceNow. It uses encrypted transmission and ephemeral data processing to maintain data privacy and security. The policy outlines how data is sent, stored, masked, and shared to help customers understand and control their data usage. Show full answer Show less ## Data Transmission and Storage * User data is securely transmitted using Transport Layer Security (TLS) 1.2 from the ServiceNow instance to centralized compute hubs equipped with GPUs for AI workloads. * AI prediction processing occurs in these compute hubs, and all input and output data are deleted immediately after the response is generated, ensuring no caching or persistent storage on the hubs. * Data from one customer is never commingled with data from others, including in domain-separated instances. * ServiceNow may augment Now LLM Service with third-party services like Azure OpenAI, which operate within ServiceNow's network boundaries and do not expose data to third-party providers. * During high demand, Azure-hosted GPUs may be used temporarily, maintaining the same data security policies. ## Masking Sensitive Data * Customers can enable the Data Privacy plugin to mask sensitive information before it is sent to the language models, enhancing data protection. * Masking may reduce the accuracy of AI responses because masked data is excluded from prompts. * This plugin does not mask sensitive data stored within the ServiceNow instance records nor prevent storing new sensitive data. * For features like AI Search, data passed to the AI respects the user's access permissions, preventing exposure of unauthorized content. * Users creating case summaries should verify the appropriateness of shared data in work notes, especially if permissions differ among users. ## Opting Out of Data Sharing ServiceNow offers customers the option to opt out of sharing their data to improve Now LLM models. Opting out stops participation in the data-sharing program, allowing customers to maintain stricter control over their data usage. Now Assist is designed to keep user data safe and secure. You can also mask sensitive data or opt-out of sharing data for model improvements. ## How your data is sent and stored {#user-data-usage-policy-now-assist__section_nnf_ww3_v1c} Your AI workloads are securely sent using Transport Layer Security (TLS) 1.2 from your ServiceNow instance to one of three centralized ServiceNow compute hubs (datacenters with GPUs for AI workloads), where the AI prediction processing takes place. The data used to generate the response is deleted from the compute hubs after the response has been generated. The result is then returned to the ServiceNow instance. The input and output data isn't cached or stored on the compute hub and is transient. Your data isn't commingled with other customer data when using Now LLM Service for generative AI. Also, there's no commingling of data for domain-separated instances when you use Generative AI services. When appropriate, ServiceNow might leverage third-party endpoint services (for example Azure OpenAI Service) to augment Now LLM Service to power Now Assist capabilities. Azure OpenAI is a third-party model, but policies same as the company's, apply, as it's hosted in our compute hubs. Further, to confirm quality of service, ServiceNow might use Azure-hosted GPUs for Now LLM Service capacity bursting in case of high customer demand. Data processed by third-party endpoints isn't subject to use or access by third-party providers and are operated within the ServiceNow network boundary. ## Mask sensitive data {#user-data-usage-policy-now-assist__section_h2x_2z3_v1c} Sensitive data can be masked before sending it to LLMs using Now Assist for Data Privacy. To learn more, see [Configuring Data Privacy for ServiceNow Otto](https://www.servicenow.com/docs/access?context=configure-now-assist-data-privacy&version=brazil&pubname=brazil-platform-security&ft:locale=en-US). After you enable the plugin, it's designed to mask sensitive data before it's sent to the LLM, but could result in less accurate results because the specific data isn't included within the prompt. Note: This plugin, within the context of generative AI products, doesn't mask the sensitive data that exists in records within your instance, nor does it help prevent new sensitive data from being stored on the instance itself. ServiceNow might use Retrieval Augmented Generation (RAG) for selected AI features (for example NowAssist for AI Search) and passes information to the LLM based on what the requester can access within the system. If a user searches for something in the portal using Now Assist in AI Search, AI Search finds the article and then sends that to the LLM as a part of the prompt. Because AI Search knows what the user has access to, it won't send an article that the user isn't able to access. Note: For some features, such as case summarization, the agent generating the summary might have more permissions than other people who have access to the record. If they choose to paste that summary to the work notes, the agent should check to confirm that the data they're sharing in the work notes is appropriate to share with others who have access to that record. ## Opt out of data sharing {#user-data-usage-policy-now-assist__section_q14_kz3_v1c} Data Sharing helps ServiceNow to continuously advance and improve its Now LLMs, based on the latest customer usage. If you no longer want to participate in the customer data-sharing program, you're able to opt out. To opt out, follow the instructions in [Opt out of data sharing for Now Assist](https://www.servicenow.com/docs/EmdgH1ffuKs1DXKWHPQY1g "Data sharing improves ServiceNow AI products. You can opt out of data sharing from the Now Assist Admin console Settings page.").