Generative AI Controller release notes

  • Release version: Australia
  • Updated April 6, 2026
  • 4 minutes to read
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    Summary of Generative AI Controller release notes

    The ServiceNow® Generative AI Controller application enables integration of generative AI capabilities from third-party large language model (LLM) providers within the ServiceNow AI Platform. The Australia release introduces enhancements including extended log retention and improved configuration options for Azure OpenAI deployments.

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    Key Features

    • Extended Log Retention: Generative AI event logs are retained for 180 days (up from 30 days) in the sysgenerativeailog table, helping you meet compliance and auditing requirements.
    • Custom Resource Path for BYOK Models: You can now configure a custom resource path in your bring your own key (BYOK) model setup to connect Generative AI Controller with your Azure OpenAI deployments that use endpoint paths not added by default.
    • Licensing Tiers: The ServiceNow AI Platform offers three licensing tiers—Foundation, Advanced, and Prime—each unlocking progressively more AI features, generative AI skills, agentic workflows, and AI agents to suit your organizational needs.
    • Activation and Availability: Generative AI Controller is activated via Now Assist applications and is available through the ServiceNow Store. Proper installation or upgrade is required when updating Now Assist.
    • Localization Support: Dynamic translation powered by Microsoft Azure OEM can be enabled for multilanguage support within Now Assist through the AI Admin Hub console.

    Practical Implications for ServiceNow Customers

    • Extended log retention allows your organization to retain AI event data longer for compliance and historical analysis without manual intervention.
    • Custom resource path configuration provides flexibility to integrate Azure OpenAI deployments that have non-standard endpoint paths, ensuring seamless connectivity and usage of BYOK models.
    • Understanding the AI Platform licensing tiers helps you choose the right level of AI capabilities to match your business priorities and scale AI adoption effectively.
    • Activation details ensure you can correctly install or update the Generative AI Controller as part of Now Assist deployments, minimizing installation issues.
    • Localization features improve user experience by supporting dynamic translation across AI interactions in multiple languages.

    Related Applications and Features

    Generative AI Controller complements various ServiceNow applications, enabling enhanced AI-driven workflows and user experiences, including:

    • Agent Chat: Streamlines agent and requester chat interactions with monitoring and assistance tools.
    • AI Search: Provides intelligent query capabilities across Service Portal, Now Mobile®, and Virtual Agent.
    • Customer Service Management (CSM): Supports multichannel customer communication for effective service delivery.
    • Dynamic Translation: Enables seamless multilingual support in applications and chat windows.
    • HR Service Delivery: Enhances employee service experiences through simplified work management.
    • IT Service Management and ITOM AIOps: Improves IT operations and service delivery with AI-powered insights and automation.
    • Now Assist for Security Operations: Accelerates security incident resolution with generative AI summarization and automation.
    • Workflow Studio and Configurable Workspace UI: Facilitate streamlined workflow creation and agent productivity enhancements.

    The ServiceNow® Generative AI Controller application enables you to use generative AI capabilities with third-party large language model (LLM) providers on the ServiceNow AI Platform. Generative AI Controller was enhanced and updated in the Australia release.

    Generative AI Controller highlights for the Australia release

    Australia Patch 3Generative AI event logs are now retained for 180 days, up from 30 days.

    Australia Patch 1Connect your Azure OpenAI deployment to Generative AI Controller by configuring a custom resource path in your bring your own key (BYOK) model configuration.

    See Generative AI Controller for more information.

    Important:
    Generative AI Controller is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Generative AI Controller to Australia

    Generative AI Controller is installed or updated when you install or update a Now Assist application. If you have issues installing or updating applications, see this knowledge article or open a support case.

    New in the Australia release

    Australia Patch 3
    Extended log retention for generative AI events
    Retain records in the Generative AI Log [sys_generative_ai_log] table for 180 days, up from 30 days, to stay compliant with retention requirements.
    Australia Patch 1
    Configure a custom resource path for BYOK models
    Connect Generative AI Controller to your Azure OpenAI deployment by configuring a custom resource path in your bring your own key (BYOK) model configuration. Use this when your Azure OpenAI endpoint includes a path segment that Generative AI Controller does not add by default.
    ServiceNow product tiers
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own

    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Activation information

    Generative AI Controller is a ServiceNow AI Platform feature that is available with activation of a Now Assist application. For details, see Installing Generative AI Controller and Install plugins for ServiceNow Otto.

    Localization information

    Generative AI Controller uses Microsoft Azure OEM for Dynamic Translation in Now Assist for multilanguage support. You can enable dynamic translation from the AI Admin Hub console. For more information, see Microsoft Azure OEM for Dynamic Translation in Now Assist.

    Related ServiceNow applications and features

    Agent Chat
    The ServiceNow® Agent Chat provides various features that agents and requesters can use to streamline the agent and end-user chat experience. Agent Chat also provides features that managers can use to monitor and assist agents.
    AI Search
    The ServiceNow® AI Search application provides a consumer-grade search engine for Service Portal, Now Mobile®, and Virtual Agent. Intelligent query features help you quickly find the answers that you need.
    Customer Service Management
    The ServiceNow® Customer Service Management (CSM) application enables you to provide the service and support that your external customers need. For example, your customers can communicate and get help through the web, email, chat, telephone, and social media.
    Dynamic Translation
    The ServiceNow® Dynamic Translation application enables you to dynamically translate text entered in an application or in a chat window for a seamless localization experience.
    Field Service Management
    The ServiceNow® Facilities Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations. Use this application to dispatch work order tasks and agents to the customer location for performing any kind of field work, such as installing, repairing, or maintaining equipment.
    Generative AI Controller
    The ServiceNow® Generative AI Controller lets you integrate third-party LLMs with your workflows.
    HR Service Delivery
    The ServiceNow® HR Service Delivery application gives your employees the service experience that they deserve. By providing employees with a single place to manage their work needs while shielding them from back-end complexity, you can deliver a great experience to meet the demands of a current-day workforce.
    Knowledge Management
    The ServiceNow® Knowledge Management application enables the sharing of information in the knowledge base. A knowledge base contains articles that provide users with information such as self-help, troubleshooting, and task resolution.
    ITOM AIOps
    The ServiceNow® ITOM AIOps product includes the ServiceNow® Event Management and ServiceNow® Metric Intelligence applications, which help you track and maintain the health of services in your organization.
    IT Service Management
    The ServiceNow® IT Service Management solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction.
    Now Assist for Security Operations
    The Now Assist for Security Operations application permits security analysts to resolve security incidents faster with generative AI skills. Analysts and managers can condense long activity streams on security incidents into concise, easy-to-read summaries and automatically generate closure notes.
    Workflow Studio
    ServiceNow® Workflow Studio enables you to integrate workflow authoring, configuring, and monitoring into a single page experience.
    Configurable Workspace UI
    ServiceNow® Configurable Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to find, research, and resolve issues.