Content insights AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent processes and analyazes content in the Content Understanding application.

    Workflow

    The agent has three main capabilities.
    1. Analyze the user's request and select the appropriate task:
      • Extract specific fields from documents using predefined configurations.
      • Analyze document content to answer specific user questions.
      • Provide concise summaries of document content.
    2. Obtain the document either via user upload or a record number or sys_id.
    3. Execute the task.
    4. Return results to the user.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Search retrieval
    Get Relevant DocIntel Task Definition
    Subflow
    Submit and Fetch Results
    Scripts
    Get table name from record number
    Retrieve attachments of a Glide record
    Trigger Document Viewer Canvas
    Conversational topic
    Upload Document
    Agent roles (ACLs) platform_ml_di.creation_agent, platform_ml_di.admin, platform_ml_di.manager
    Data access roles platform_ml_di.creation_agent, platform_ml_di.admin, platform_ml_di.manager
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows
    • Conversational Contract Search and Insights
    • Process images for new tasks
    • Generate carbon calculations for metrics

    Learn more about Content understanding at Content Understanding.