ServiceNow AI Lens
Summarize
Summary of ServiceNow AI Lens
ServiceNow AI Lens is an AI-powered application that leverages generative AI to scan, extract, understand, and synthesize data to enhance and optimize your workflows. It uses the Azure OpenAI GPT-4o large language model (LLM) to deliver these capabilities.
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This application supports customers in automating data analysis through screen captures and provides tools to configure and utilize AI-driven insights within the ServiceNow platform.
Key Features
- Data Extraction and Comprehension: Automatically scans and interprets data to streamline workflows.
- Integration with ServiceNow: Works within the ServiceNow environment, enabling configuration and usage directly from your instance.
- Generative AI Powered: Uses Azure OpenAI GPT-4o for advanced language understanding.
- Data Privacy Guidance: Advises against scanning personally identifiable or sensitive data to protect privacy and comply with data policies.
- Regional and Environment Availability: Some AI features may be restricted in certain environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or specific geographic regions. Customers should verify availability based on their location and environment.
- Data Handling: Transfers data securely to centralized ServiceNow environments or third-party cloud providers in compliance with ServiceNow’s policies.
- Data Collection and Improvement: Collects input, output, and edits for continuous model and product improvement, with an option for customers to opt out.
Important Considerations
- AI Limitations: AI-generated outputs may not always be accurate or appropriate. Customers should test and validate results and apply human oversight, especially for critical decision-making areas such as healthcare, finance, legal, security, or infrastructure.
- Compliance and Use Policy: Users must comply with ServiceNow’s AI Acceptable Use Policy, which governs responsible AI usage and may be updated over time.
- Support Resources: Troubleshooting assistance is available through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels.
Practical Impact for ServiceNow Customers
ServiceNow AI Lens enables customers to enhance operational efficiency by automating data comprehension and workflow optimization through AI. By integrating generative AI within the ServiceNow platform, customers can gain actionable insights quickly while maintaining control over sensitive information and ensuring compliance with data privacy standards.
Understanding AI limitations and following best practices for data handling and oversight helps customers responsibly leverage AI capabilities to improve service delivery and reduce manual effort.
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
- 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 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.
Troubleshoot and get help
AI limitations
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, which may be updated by ServiceNow.
Data processing
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.
Data collection
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 Now Assist Opt-Out page.
For more information, see the Now Assist documentation.